I work at a university and we have been developing our own help desk apps for some time. We are now in need of a redesign. Our portal uses Mambo CMS. Our old portal is a modification of the a6mambohelpdesk component. We are not happy with this component and are looking for something designed for our needs.
The project needs to be in PHP and we would prefer it to be a mambo component. We need this script to keep track of all of our helpdesk tickets, port activations (each dorm room has 4 ports and only 2 are active by default. When we activate another one we keep track.), and banned MAC addresses. We also need the user to be trackable. What I mean by this is that we need a page to open when a user's name is clicked that will show all previous calls, port activations per room, and banned macs that they may have.
The front page of this script will show how many open help desk tickets there are, how many port activation requests there are to do (port activations are requested by users and approved by a manager), and how many banned macs there are.
There needs to be three user classes: regular user, help desk employee, and administrator.
We look up the students information via LDAP using their username. I will add more if I can think of anything and to address questions.