Osticket Modification

Hello we need to have OSticket modified to reflect RMA system. We would like to add the following fields to the main form. this must also reflect on the backend DROP DOWN: WARANTY REPLACEMNT RETURN REFUND RETURN EXCHANGE Full Name Street Address: City: State/Province: Post/Zip Code: Ebay ID: Auction ID: Item Name: Item Price: Item Model: DESCRIPTION of problem FIELD: Once Client submits this information and automated email msg will be sent to their email with shipping information (where they need to ship the faulty product or return) and also include RMA / Ticket # All this information will need to be added to the New Ticket Page, the Admin Create Ticket Page and all the fields should be viewable and amendable throughout the OSticket system. We are not looking for a single page change as we require full integration of these fields within the OSticket system.