Custom Tickets
While OneLens automatically generates tickets based on policy evaluations, there are scenarios where you may want to document and track changes manually. Custom tickets give you that flexibility. Whether it's a service-level decision, an architectural shift, or a manual optimization, you can create a custom ticket to keep a record of the action.
What is a Custom Ticket?
Custom tickets let you define your own change scenarios—completely outside OneLens policy triggers.
These tickets are manually created and managed by you.
They are not connected to any OneLens detection or automation.
Their purpose is to document and track decisions, recommendations, or changes for visibility and internal follow-up.
Think of them as a manual log of cloud decisions that need to be reviewed, implemented, or archived.
How Does It Function?
Ticket Lifecycle and Statuses
Every custom ticket moves through one of four statuses, which you can update manually as needed:
To Do: The ticket is created but no action has started yet.
In Progress: Work is underway based on the ticket's recommendation.
Acted & Closed: The change has been completed.
Dismissed: The ticket is no longer relevant and has been archived.
Creating a Ticket
You can create a custom ticket directly from the Tickets section by clicking the Create Ticket button in the top right corner. You’ll be guided through defining the objective, adding resource/service details, writing recommendations, and attaching supporting documents.
Viewing and Managing Tickets
Once created, custom tickets are visible in the View Tickets section alongside policy-based tickets. They can be filtered, sorted, and edited just like any other ticket.
Inside each custom ticket, you’ll find the following views:
Ticket Details
Priority: You can update the ticket’s urgency level anytime.
Assignee: You can reassign ownership as needed.
Ticket Overview
Ticket Metadata: All details entered during ticket creation, such as objective, account, region, service, or resource information
Recommendation: The user-defined recommendation explaining the proposed change
Supporting Documents: Any files uploaded to support the ticket, such as analysis reports or architectural diagrams
Activity
A timestamped log of actions, edits, and updates made to the ticket.
Editing Ticket Status
You can change the status of a custom ticket by clicking the Edit button and selecting a new status (To Do, In Progress, or Acted & Closed).
Marking a Ticket as Dismissed
If a ticket is no longer relevant or should not be acted upon:
Use the Mark Dismissed option present at the top right to dismiss it.
This will archive the ticket and remove it from the standard ticket list.
Note
Dismissed tickets are not shown by default. To view them, apply the Dismissed status filter in the ticket view.
What Next?
Now that you understand how custom tickets are handled, you may want to:
Learn how to Create Custom Tickets step by step
Explore how to View Tickets and filter them by status, assignee, or ticket type
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