You can view the available system defined actions for each ticket type in the Process Designer. You can customize the action according to your requirements.

You cannot edit the Form Type and Type fields of a system defined action.

Follow these steps:

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

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