any enterprise grade open source helpdesk management system?

Question

I'm working for an organization with approximately 3k employee, and we are looking for alternatives for a helpdesk system...

something to keep track of any kind of incidents (you know, something like printer not working, system hang ups)

what features would you look for?

any (preferably) open source (floss) alternive you might recommend?

thanks a lot

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note: the platform to deploy would be windows, but we are looking for something with a complete web UI...

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edit: oops, I've found the following related (slightly duplicated, I might add) questions...

http://stackoverflow.com/questions/512255/best-helpdesk-tool

http://stackoverflow.com/questions/287672/best-extensible-customer-support-helpdesk-for-smbs

http://stackoverflow.com/questions/178944/what-help-desk-support-tickets-software-do-you-recommend

http://stackoverflow.com/questions/114007/free-supportticket-software

Answer 1

I've been using Atlassian JIRA for some time. It's great but not an open source. Though, enterprise licence allows source code changes.

In a previous company we were using dotProject. I can highly recommend this tool. It's open source, web based, extendible.