Adding Actions on the Ticket Level

What files do you have to change to add more actions to the ticket display?
The defaults are open, comment, reply, take, resolve. I would like to add
more. I am not a programmer but if you tell me which files the actions are
actually in I can probably duplicate the action and modify it to meet my
needs. Thanks in advance.

Verne Baxter
Network Technician
Sierra Tel Internet (STI)
verneb@sti.net
http://www.sti.net
+1(559)683-7600 Extension 202