Approval Workflows — When Mingo Asks Permission

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

Here's the rule that makes AI-assisted tickets safe to run: the AI never changes a machine on its own. When Fae or Mingo wants to do something on a device — run a command, apply a fix — it stops and asks you first. This guide covers what triggers that, what you're actually approving, and how to handle it.

What triggers an approval

The AI can read and reason freely, but the moment it wants to execute an action on a device, it pauses for a human. That's when:

• A ticket flips to Technician approval required — you'll see the badge right on the board card and inside the ticket.
• An action card appears in the chat with the proposed action and two buttons: Approve and Reject.

So approvals are about doing, not talking. Asking Mingo a question is free; letting it touch a machine needs your sign-off.

What you're approving

The action card is built to be reviewed, not rubber-stamped. It shows:

• The exact action — e.g. the PowerShell command the AI wants to run, shown in a code block you can expand and read in full.
• A plain-language description of what it does and what it'll return — e.g. "Find the pending update KB4589208 among pending updates and return its properties (KB IDs, description, flags, URLs, categories, size)."

Read both before you click. The description tells you the intent; the command tells you exactly what will execute.

Approve or reject

• Approve — the action runs on the linked device, and the result comes back into the chat. Use this once you've read the command and you're comfortable with what it does.
• Reject — the action is declined and nothing runs. Use this if it's the wrong fix, the wrong machine, the wrong time, or you just want to handle it yourself. The AI can then propose a different approach.

You're the control point. Nothing reaches the endpoint until you say so.

Good habits

• Actually read the command. The whole point of the step is the review — an approval you didn't read is just an autopilot you pretended to supervise.
• Confirm the target. Make sure the ticket's linked device is the machine you mean before approving anything that changes state.
• Reject freely. Rejecting isn't a failure — it's you steering. The AI adapts to it.
• Escalate when unsure. If an action looks risky and you're not certain, reject it and handle it manually (or via Run Script with a tested script from Phase 5).

Quick checklist

• Recognized the Technician approval required badge as "AI wants to act"
• Read the command and the plain-language description on the action card
• Confirmed the linked device is the right target
• Approved only what you understood; Rejected anything off
• Reviewed the result that came back after approving

What's next

That completes Phase 6 — Tickets & PSA Workflow. Your tickets now flow from AI triage through human-approved action to resolution — and sync to your PSA if you connected one (Connect Your PSA). Next is Phase 7 — Remote Access, for when you need to get hands-on with a device directly.

Based on OpenFrame v0.9.19. The approval experience and what actions require sign-off are actively evolving — re-check the console before assuming any action runs without approval.