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The 'Available Services' (
) picker on Add Actions will automatically limit the Services so that the User will only be able to select valid Services. There are a number of data states that will change what Services are possible to select in the Picker's grid. These states allow an Admin to control what Services will appear for a Service Rep to select on the Add Action based on an organization's needs.
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Custom Status states can be added by a User with Administrator privileges in the List Values grid. However, in order to assign a Custom Status to a Service, the Service will require an Owner. If the Service doesn't belong to anyone it should just be Available.
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