You already have custom fields for packages but it is also really needed for support requests by department not just packages.
For example if someone was to open a ticket with IP.Board not working they could select IP.Board from a department and some of the custom fields could be.
IP.Board Version (maybe a description of how to find the version if they hover or click on a ? next to IP.Board Version). Drop down list of all IP.Board versions.
Last Installation (would be include a field they could fill in application that could of possibly caused issues)
Attach Form (in description allow a link to the required form in downloads that you want them to download and fill out and attach here). It would be nice to make attachments a requirement.
You get the idea.. Of course marking certain custom fields a requirement would be helpful as well. Also allowing certain fields a Global field (so they would be included on all departments)
I would be more than happy to contribute to the development and completion of this if it would speed things along. It would of course just make IP.Nexus a much more powerful support tool is which many of us need.