Rt3 custom status and fields

Greeting everyone,

I apologize if this question has come up recently, but I have not been able
to locate a decent FAQ that covers in-depth customization of RT3. I want to
accomplish the following:

  • Add a new status type (in addition to open, resolved, stalled, etc.)

  • Add a resolution field that summarizes what actions were taken to fix the
    problem. This needs to be a text glob that can handle a few paragraphs.

Any suggestions on where to begin?

Rob Matzker
Game Operations
Sony Online Entertainment