I think project tools does most of what you listed

apparently I cannot set fields that would give me the information I need like what I've done with the form.

That is the #1 most critical part of what I need.

But who knows since I can't see the back end of it since they don't have a demo...I've been told that there's no need since most everything is done through the front end...which tells me it doesn't even begin to fit our needs.

I suggest that you buy the PT and hire someone to make the appropriate modifications to it.

The PT can be modified .. and, it can work the way you want it to.
The only limitations are the limits that you place on it.

On my site, I've customized my PT (renamed "Addons") to suit my needs.
Still working on it but you can see the direction that I'm going with it.

If I can't even test it out for myself, front end and back end, I don't want to throw down the money on it....sorry. Just about every piece of software out there now has the option to try before you buy....all of it, not just a limited part of it on the front end.

vbulletin did say that one will be up .. you just need patience :)

you can always stick to what you currently have .. if it works why replace?

Because it doesn't do everything we need...unfortunately...

That is gold! Integration with vbulletin, OSCommerce, Outlook and loads more. Do you have experience with this software? Please elaborate if so.

I feel really stupid...I didn't even see that that software integrated with vBulletin...now I'm going to look in more detail!

Is the only integration with logging in?

I wonder if it would be possible to link each area of bug reports to a seperate area on the support software?

Also there is a 10-15% discount on the software right now. And yes its only login integration

I seriously considered purchasing it for several months, and spent a lot of time in their demos, but in the end I coded my own solution extending the vBulletin code. My solution certainly isn't as advanced as theirs or as flashy, but it's designed exactly to our needs and much more integrated than supportsuite coule ever be.