Help Desk programs?

[Scott Ehrlich]

We have an Access 2000 - created helpdesk program that was designed in-house. 
It lives on a Windows 2000 Server with IIS, and uses http as a frontend, cgi 
using PERL as a backend.

The system was put together by COOP students, but I'm not a programmer nor 
database person, and the other person with me isn't either.  The system is 
breaking and it would be nice to know how to manage and fix it ;-)

The ticketing system needs to be rather basic - auditing per individual user 
login; permit simple entry of tickets via the web; provide a history of who did 
what; date-stamp activities (ticket open, updates made, date closed, who did 
each task); ability to re-open ticket; assigning tickets to another person; for 
creating tickets, perform an LDAP query to the organizational-wide LDAP server; 
create a report showing closed tickets, for any date range.

I think that covers many of the basics.

What are the open source and cheap options for ticketing systems that permit 
the above options?   It doesn't have to run under Windows.

Thanks.

Scott

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