Hi Ben,
Sorry for delay but i lost track of this thread!
I understand... I think you should modify the Create() function at class.ticket.php file.
/*
* The mother of all functions...You break it you fix it!
*
* $autorespond and $alertstaff overwrites config info...
*/
function create($var,&$errors,$origin,$autorespond=true,$alertstaff=true) {
...
at this point... (around line 1360)
//We are ready son...hold on to the rails.
$extId=Ticket:();
$sql= 'INSERT INTO '.TICKET_TABLE.' SET created=NOW() '.
',ticketID='.db_input($extId).
',dept_id='.$thisuser->getDeptId .
',topic_id='.db_input($topicId).
',priority_id='.db_input($priorityId).
',email='.db_input($var).
',name='.$thisuser->getName .
',subject='.db_input(Format:($var)).
',helptopic='.db_input(Format:($topicDesc)).
',phone="'.db_input($var,false).'"'.
',phone_ext='.db_input($var?$var:'').
',ip_address='.db_input($ipaddress).
',source='.db_input($source);
Good luck ;)