Ticketing & Work Management

Tickets are how OneLens surfaces areas where you can reduce cloud costs. Each ticket points to a policy violation on a resource, along with actionable recommendations and savings estimates.

From here, you can track what needs your attention, assign owners, prioritize tasks, and take action—all in one place. Whether the ticket was auto-generated by OneLens or created manually by your team, this page helps you manage cloud cost issues efficiently and transparently.

How Tickets Are Generated

Tickets are generated automatically when OneLens detects a resource that violates a policy. These are tightly scoped so you can focus on clear, actionable issues.

• Each ticket ties one policy violation to one AWS resource.

• If a resource violates multiple policies, it will have multiple tickets, one for each violation.

• OneLens evaluates all applicable policies against your environment daily. Any resource that doesn’t meet a policy condition becomes a ticket.

• Every ticket includes the resource details, the policy logic it failed, evidence to back the violation, and a clear next step.

In addition to policy-generated tickets, you can also create custom tickets to track manual cost actions or observations not covered by policies.

Once a ticket is created, your focus shifts to managing its lifecycle—starting with status.

Ticket Status

Each ticket moves through a series of statuses as it progresses from identification to resolution. Some statuses are manually set by you; others are handled automatically by OneLens.

Manually Set by You

You can assign these statuses based on how you're managing the ticket internally:

• To Do – New ticket that hasn’t been acted up yet.

• In Progress – Currently work is underway to resolve the ticket.

• Done – You’ve intentionally ignored the recommendation.

• Dismissed – Ticket is intentionally ignored.

IMPORTANT

Once dismissed, OneLens stops evaluating the associated policy for that specific resource during future policy runs.

Handled by OneLens

OneLens automatically updates ticket status in response to system changes:

• Pending Verification – Awaiting data confirmation after the violation was closed.

• Closed – Policy Revised – The policy logic has changed, and the previous violation is no longer applicable.

• Acted & Closed – OneLens detects that you’ve implemented the exact recommended change, and the issue is now resolved. and closed the ticket automatically.

• Auto Resolved – The ticket is closed due to factors like resource deletion or unrelated configuration changes that closed the violation.

These system-handled statuses reduce manual effort and keep your ticket queue clean and up to date.

Policy Generated Ticket Lifecycle

Every ticket in OneLens follows a clear path—from detection to closure—whether you resolve it manually or let OneLens handle it through automation.

There are two key flows that shape how a ticket moves:

Ticket Lifecycle Flow

When a policy violation is detected, OneLens creates a new ticket or updates an existing one if the issue persists. Tickets move through statuses like To Do, In Progress, and Pending Verification. Once the issue is resolved, the ticket is closed as Acted & Closed, Auto Resolved, or Closed – Policy Revised, depending on the outcome.

This flow ensures you're always working on the most relevant, up-to-date optimization opportunities.

OneLens Validation flow

Once a ticket reaches Pending Verification, OneLens waits 5 days before checking for recommended changes. If changes are found or there's a cost drop over 5%, the ticket is marked Acted & Closed. If not, and the violation no longer applies due to a policy revision, it's closed as Closed – Policy Revised. Otherwise, the ticket is Auto Resolved.

Risk Levels

Each ticket is tagged with a risk level based on the nature of the policy violation and the potential impact of acting on the recommendation.

• Low – The action is unlikely to affect workload performance or availability.

• High – The action could have production impact or requires more careful planning.

Use this to assess how confidently and quickly you can proceed with each ticket.

Effort

Effort indicators show how much work is required to resolve the issue.

• Low – Simple changes you can apply quickly.

• Medium – Requires a bit of validation or coordination.

• High – Involves complex changes or multi-team planning.

Use this to filter and prioritize actions based on available time or operational bandwidth.

Priority

Every ticket has a priority level to help you focus on what matters most.

• Low – Useful but not urgent.

• High – High-value or time-sensitive savings you should act on soon.

Combine priority, effort, and risk filters to tailor your ticket view and take strategic actions.

Next Step: View and Manage Tickets

Once you're familiar with how tickets are generated and categorized, head over to the View Tickets page to explore how to filter, customize, and take insights from the tickets in your environment.