Reviewed 06/10/2026
Ticket Lifecycle — From Open to Resolved
Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding
A ticket isn't a static record — it moves. In OpenFrame it travels across your board from the moment it lands to the moment it's resolved, with the AI doing real work along the way. This guide follows one ticket through the whole arc so the stages and tools make sense in context.
The stages
Your board's columns are the lifecycle. The two ends are fixed; the middle is yours:
- AI Assistance — the ticket comes in and Fae (client-facing AI) engages the client, gathers detail, and proposes fixes. Many tickets get sorted out here without a tech ever touching them.
- Tech Required — the AI (or a rule, or the client) flags that a human is needed. This is your triage lane.
- Your custom stages — On Hold, Waiting on Client, Escalated, etc. — the working lanes you defined in Edit Statuses. Use them to reflect where the work actually is.
- Resolved — the problem's fixed and confirmed.
Moving a ticket
Two ways, same result:
- Drag the card to another column on the board.
- Open the ticket and use the status dropdown (top right of the detail view) to pick the new stage.
Move it as the work moves — don't let a fixed ticket sit in "Tech Required."
Working the ticket
Open a ticket and you've got everything in one place:
- Info row — the Organization, the Assigned tech (click Assign User to set or change it), the linked Device, and the status control.
- Client Chat (Fae) — the conversation with the end user. You can Start Direct Chat to step in yourself.
- Technician Chat (Mingo) — your AI assistant. Ask it to investigate the device, summarize what's wrong, or draft a fix (see Using Mingo AI in a Ticket Chat).
- The "…" menu — jump straight to Device Details and Device Logs, or — when the device is online — Remote Shell, Remote Control, Manage Files, and Run Script. This is where a ticket turns into action without leaving the page. Edit Ticket is here too.
Approvals along the way
When the AI wants to do something on the device — run a command, apply a fix — it doesn't just go ahead. It posts the proposed action with an Approve / Reject prompt, and the ticket shows Technician approval required. You stay in control of anything that touches a machine. Full detail in Approval Workflows — When Mingo Asks Permission.
Resolving and archiving
When it's fixed, move the ticket to Resolved. To clear finished work off the board in bulk, use "…" → Archive Resolved Tickets on the board, or find older items under "…" → Tickets Archive.
Quick checklist
- Understood the arc: AI Assistance → Tech Required → your stages → Resolved → Archived
- Moved a ticket by drag or the status dropdown
- Used Assign User to set ownership
- Acted on the device via the ticket "…" menu (logs, remote, run script)
- Handled any approval prompts before the AI touched the machine
- Moved it to Resolved and archived when done
What's next
You've seen Mingo and Fae mentioned throughout — now go deep: Using Mingo AI in a Ticket Chat covers what the assistants actually do, and Approval Workflows covers the approve/reject step that keeps you in control.
Based on OpenFrame v0.9.19. Your stage names and the device actions available depend on configuration and device state — what's in your console wins.
