We use osTicket to track issues on our school's IT infrastructure. In our case I hacked the script and db to add one new field, 'Location' on the ticket so that the teacher or student reporting issues can define in which classroom the problem was found. This saves a lot of time when handling the ticket.

Since the requirements tend to change, a nice feature would be a couple of additional fields that were labeled and enabled in the settings. It is better to be able to hide them if not needed since any unnecessary field on the ticket form is a usability issue.