Although Silicon Cactus has already noted that this software will probably not be a viable solution for his situation, I'd just like to point out for the benefit of the other Monks that Request Tracker is available under the GPL, since I didn't find that to be clear from their web site (I read the COPYING file in the tarball of RT 2.0 that I downloaded to check out). Also, as is quite clear from the web site ;), there are various levels of paid support contracts available, which could be very helpful for larger companies/institutions wanting to deploy this software.