We have a project to setup an Request Tracker (RT) from Best Practical.
It requires multiple customizations such as:
1. Multiple Domains Support: (ex. noc@domainA.com, noc@domainB.com etc..)
2. Branded Queues (Subject must be customizable).
3. Ticket Number must be as date+ticket number (ex. 11092012-00001, + ticket numbers must be incremental even if the date is changes).
4. Integration with LDAP.
5. Dynamic Signatures of engineers based on Queues and Domains.