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Follow these steps:

  1. Navigate to MANAGE, ADMINISTRATION, Tools, MANAGE> ADMINISTRATION> Tools> Process Workflows.
  2. Click Common Ticket Actions.
    The list of available system and bulk actions are displayed.
  3. Point the mouse at a system action, click the arrow button, and select Edit.
  4. Make the necessary changes to the system action and click Save Step.
    The system action is saved with new configurations.