Keep E-mail Address and Ticket-ID to Log In
That does not seem such a wise idea in my opinion. This way if you know someones emailaddress you can just read all their tickets.
I am definitely agree with 4ice.
But if you're in a smaller group where everyone knows eachother I think it would work. Generally there isn't any 'private' information in a support ticket..
In my humble opinion, this not just a matter about whether you use this system only in a smaller-group or not. This is also not only about no private information in the ticket.
Let's try to get the essential of this system. As we know, from its name, this is a ticket-system. If client forgot his/her Ticket-ID, then he/she just simply opens a new ticket. This rule you can read from view.php when you try to check ticket status by clicking on Ticket Status link on client-interface:
If this is your first time contacting us or you've lost the ticket ID, please click here to open a new ticket. See? "click here" link will redirect you to open.php or New Ticket menu.
If client (still) forgot his/her Ticket-ID, then client should check his/her email (strongly recommended) to get the Ticket-ID. Yup, now we realise that this e-mail address also will help the client if he/she forgot Ticket-ID. Each time client will check ticket status, he/she has to enter Ticked-ID and e-mail address. So, both e-mail address and Ticket-ID are mandatory to log in to the system.
Another way that you can do is: you can display the Ticket-ID on the "thank you" page after the ticket has been successfully created/sent. Later, I have just known that this is not recommended. Please read carefully this thread: http://www.osticket.com/forums/showthread.php?t=195(http://www.osticket.com/forums/showthread.php?t=195) especially what peter said on his post: http://www.osticket.com/forums/showpost.php?p=1189&postcount=8(http://www.osticket.com/forums/showpost.php?p=1189&postcount=8)
If you still want to use only email to log in, there is no problem to do this technically. Just remove Ticket-ID textbox on the login form (\include\client\login.inc.php). After that, you have to modify some part of code in login.php by yourself. But again, I don't recommend this to you. You need to reconsider this mod anyway. Keep use Ticket-ID and e-mail address to log in or check the ticket status. And... I think this is the idea just like scottarnold asked for before... ;-)
Cheers!
Best regards,
Masino Sinaga