Our guys use a web form front-end on top of Request Tracker, it's pretty solid and does everything they need. We're even using it to deal with a bunch of requests we get from other departments rather than bounce e-mails back and forth. It's free to (think its open source as well) :).
Looks much better enderateros... Could have a css upgrade though :D I've used Mantis for a client once... easy setup, but also could have a better interface...
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