Sugar Crm Ticketing 0 interest

On our sugarcrm platform linked to a joomla ticket we need to build a new kind of request: 1- The clinics open a "Tasso zero" ticket 2- The system will require the surname and name of the customer and the number of the plan accepted (please note this has to be takes by an external sqldb) 3- The system will send for acceptance to the Area Manager 4- If he will approve the authorization have to be sent to the clinics and the banks and the ticket will be closed 5- If he will decline the email have to be sent to the clinics and the ticket will be closed 6- At the end of the moth we need to receive a excel with every single ticket