Process Type Actions let you quickly do external processes directly from the incident and the change request tickets' Process View pages. ServiceDesk provides a set of default Process Type Actions.
You can add your own Process Type Actions. For example, you can add an action that lets technicians do a Google search directly from the Process View page.
You can add actions to the Incident Management and Change Management Process View pages.
To add a Process Type Action
In the Process Manager portal, on the Admin tab, click Data > Process Type Actions.
On the Process Type Action page, add an action to one of the following:
In the Add Process Type Action dialog box, type the following information about the action and make any of the following selections: