OTRS? http://otrs.org http://otrs.org I think it has all these features but I only ran a quick search on the site, you may want to ask them for specifics. Ope

OTRS? http://otrs.org http://otrs.org I think it has all these features but I only ran a quick search on the site, you may want to ask them for specifics. Open source, free, you can even get it in vm appliance form: http://www.turnkeylinux.org/otrs http://www.turnkeylinux.org/otrs