An important part of Hornbill Service Manager is ease of use and user friendly interfaces. In order to keep a clean look and feel, Service Manager works toward only showing the things that you use and tries to keep your desktop clear of clutter.
One of these areas that can be customized are the Actions that are available for your requests. These settings are applied on a Service by Service bases so that each Service Owner can determine what types of available actions are applicable for the teams supporting that service.