# 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* **Dismissed**: The ticket is no longer relevant and has been archived.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.

{% hint style="info" %}
Need help creating custom ticket? Head to [Create Custom Tickets](/automate/ticketing-and-work-management/create-custom-tickets.md) for a detailed step-by-step guide.
{% endhint %}

### Viewing and Managing Tickets

Once created, custom tickets are visible in the [View Tickets](/automate/ticketing-and-work-management/view-tickets.md) 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

<figure><img src="/files/zYdcppD561CJ19hC0iJC" alt="" width="375"><figcaption></figcaption></figure>

#### **Activity**

* A timestamped log of actions, edits, and updates made to the ticket.

  <figure><img src="/files/KwT4yvYeCZwlFQ1xyKsv" alt="" width="375"><figcaption></figcaption></figure>

### 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.

{% hint style="warning" %}

## **Note**

Dismissed tickets are not shown by default. To view them, apply the **Dismissed** status filter in the ticket view.
{% endhint %}

## What Next?

Now that you understand how custom tickets are handled, you may want to:

* Learn how to [Create Custom Tickets](/automate/ticketing-and-work-management/create-custom-tickets.md) step by step
* Explore how to [View Tickets](/automate/ticketing-and-work-management/view-tickets.md) and filter them by status, assignee, or ticket type


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