# Create Custom Tickets

This guide helps you create a custom ticket in OneLens—starting from the Tickets section, choosing the objective, and entering the necessary details such as recommendations, resource or service inputs, and supporting documentation. Each ticket you create is fully manual and gives you control over how you define and track a specific change.

## Steps To Create a Ticket 

{% stepper %}
{% step %}

### Start from the Ticket Section

Go to the **Tickets** section in OneLens, then click the **Create Ticket** button located at the top right of the page.

You get the custom ticket creation form. Start with defining the scope and objective of your change.
{% endstep %}

{% step %}

### Define the Ticket

Start by setting up the basic ticket details:

* **Ticket Title**\
  Name the ticket in a way that clearly reflects the change or objective.
* **Ticket Status**\
  Select the current state of the ticket:
  * `To Do`: The change hasn’t started yet.
  * `In Progress`: The change is underway.
  * `Acted & Closed`: The change has been completed.
* **Ticket Priority**\
  Indicate the urgency or criticality—Low, Medium, High, or Critical.

<figure><img src="/files/UjmEls8KCW8Xuy6RX2GN" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="info" %}

## NOTE

OneLens does **not** automatically detect or close custom tickets. These are manually tracked based on your input.
{% endhint %}
{% endstep %}

{% step %}

### Set the Objective

Choose the goal of the ticket. This helps OneLens customize the form to your use case:

* **Resource Change**\
  You're making changes to one or more specific AWS resources.
* **Service Change**\
  You're altering configurations or behavior at a broader service level.
* **Others**\
  You're documenting an activity or change that doesn't fall into the above categories.
  {% endstep %}

{% step %}

### Provide Input Details

The fields you fill depend on your selected objective:

* **For&#x20;*****Resource Change***

  This option is meant for resource-specific optimizations or updates.

  * **Resource Information**\
    Enter the resource ID or ARN manually. You also can upload a file (CSV, JSON, or TXT).

  <figure><img src="/files/qN5cY6u478PNPaxVbIzg" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="success" %}
You don’t need to provide account, region, or service for this objective.
{% endhint %}

* **For&#x20;*****Service Change***

  Use this when you’re suggesting configuration or usage-level adjustments across an entire service (e.g., changing lifecycle rules across all S3 buckets).

  You’ll need to enter:

  * **Account**
  * **Region (Optional)**
  * **Service**

  <figure><img src="/files/eZLQHe1FNAYQjwEfrNwX" alt="" width="375"><figcaption></figcaption></figure>
* &#x20;**For&#x20;*****Others***

  This category is for general or strategic recommendations that don’t directly modify a specific resource or service setting.&#x20;
* You’ll still need to provide: **Account, along with  Region and Service** details which both are **optional.**

  In addition, you’ll be asked to enter:

  * **Usage Information**\
    Describe any usage patterns, cost observations, or operational behaviors that led to this ticket. This helps provide context for analysis and tracking.
    {% endstep %}

{% step %}

### Add a Recommendation

Describe the change you're proposing. Be clear, concise, and actionable. This serves as a reference for what needs to be done and why.

<figure><img src="/files/JOkUKcizcGgHnozbeXAZ" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Assess the Impact

Help others understand the effort and implications by filling in the impact details:

* **Change Type**: Classify the nature of the change—like cost optimization, re-architecture, scale-up/down, etc.
* **Optional Attributes** (fill in if relevant):

  * **Effort**: Low / Medium / High
  * **Risk**: Low / Medium / High
  * **Impact on Performance**: State whether the change might improve or degrade performance.
  * **Downtime Required (hrs)**: Estimate downtime, if any.
  * **Compatibility Issues**: Flag any integration or compatibility concerns.

  <figure><img src="/files/35tC0ELeHfiXahvJ0kZ4" alt="" width="563"><figcaption></figcaption></figure>

{% endstep %}

{% step %}

### Estimate Potential Savings

If the change has a financial benefit, enter the expected savings value. While OneLens won’t track this automatically, the value can help you prioritize the ticket internally.

<figure><img src="/files/yKPpmtdzIpy6vqdrb5D4" alt="" width="563"><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### Complete the Ticket

Finish setting up your custom ticket with final details:

* **Assign Owner**: Choose the user responsible for implementing the change.
* **Due Date**: Set a target date for resolution.
* **Reason for Change**: Share the motivation—cost reduction, compliance, performance, or operational improvement.
* **Supported Documents**: Attach up to 10 relevant files (2MB each), such as logs, architecture diagrams, cost assessments, or internal approvals.

  <figure><img src="/files/aqQvbuo6MjpXYUVmuXsv" alt="" width="375"><figcaption></figcaption></figure>

{% endstep %}
{% endstepper %}

### What Happens Next?

Once created, your custom ticket will appear alongside policy-generated tickets in the OneLens ticket system. You can update its status manually and refer back to it any time. OneLens keeps a record of all custom tickets but does **not** automatically validate or close them.

For additional actions and insights:

* Learn how to [View Tickets](/automate/ticketing-and-work-management/view-tickets.md) effectively in the UI
* Understand the overall [Ticket Breakdown](/automate/ticketing-and-work-management/ticket-breakdown.md) for visibility into statuses, priorities, and savings across your environment


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