Form to database to e-mail

I already have a small Database, but it needs more tables and fields. The user fills out a form that I already have, but I want some modifications on it, like introducing a calendar. Right now that form sends an e-mail. I want to change that behavior. I want that form to be a new record on my database. And I want a user interface for the operator, on which she can see all those new records (each record is a request from the user), and process them. When the operator process a record (that is: approve, reject, or delay it), the status of the record must change, and an email must be sent to the user who requested (who filled up the form) with a pre-formatted text for each result (approved, rejected, delayed, or a personalized message). That email must contain some of the information entered on the form. Optionally, I would like this: If there's no operator, or the operator is out of office, or there hasn't been an answer after 20 mins, two e-mails must be sent: one to the user, and one to the boss.