A plug for OTRS

We use OTRS for the last 2 years for a team of 12 people in multiple cities across Australia. Now, we can not live without it. It has all the functionality in Issue Management, including reminder, escalation, issue groups, time recording, LDAP integration, etc.Though it lacks Configuration Management, Asset Management and Work Order Management. If you want all those things bundle together you need to go for a big commercial vendor like CA, IBM or HP.