Your question to me is kind of vague.
osTicket is a ticketing system. So you would want to evaluate as to if a ticket could be used to fit the criteria of your needs.
The best way to do that would be to setup a test server install the software and play with it, or ask more specific questions.
You can add forms and fields to tickets/help topics to customize your setup.
So for example your help topics could be:
- Computer Troubles
- Incident Reports
- Facilities / Maintenance
Each Help Topic could have a separate form that is added to customize the information that you are getting from the opener (User).