Create a Ticket Manually

Phase 6 — Tickets & PSA Workflow · OpenFrame Onboarding

Plenty of tickets get created automatically — from an alert, from a client conversation, from your PSA. But sometimes you just need to open one yourself: a client emails, a tech spots something, a job needs tracking. Here's the new-ticket form, field by field.

Open the form

On the Tickets board, click New Ticket (top right). You'll get the New Ticket page with a Save Ticket button.

Fill it in

1. Title — a clear, scannable summary, e.g. Outlook won't open after update.
2. Customer — pick the client this ticket belongs to. This drives everything below it.
3. Device — the affected machine. The picker says "Select Customer first" because it filters to that customer's devices — so choose the customer, then the device. Linking a device is what unlocks the device actions (Remote, Run Script, logs) later from the ticket.
4. Assigned — the technician who owns it. Leave it unassigned if you're triaging and will route it later.
5. Status — which column it lands in. You can drop it straight into one of your custom statuses (e.g. On Hold) or a system one — whatever matches where the work actually is.
6. Tags — select or create tags to group and filter tickets (by issue type, site, priority — however you slice your queue).
7. Upload Files — click or drag-and-drop screenshots, logs, or anything that helps. Attachments live on the ticket.
8. Ticket Description — a full rich-text editor (headings, lists, code blocks, links, tables). Put the detail here: what's happening, what you've tried, what "done" looks like.

Then click Save Ticket.

After you save

The ticket appears on the board in the status you chose, linked to its customer and device. From there it behaves like any other ticket — you can work it in the Technician Chat with Mingo, move it through your stages, and resolve it (covered in Ticket Lifecycle — From Open to Resolved).

Tip — link the device every time. A ticket with a device attached lets you jump straight to Device Details, Device Logs, or Run Script from the ticket's "…" menu, and gives Mingo the context to actually help. A ticket with no device is just a note.

Quick checklist

• Gave it a clear Title
• Picked the Customer, then the Device
• Set an Assignee (or left it for triage)
• Chose the right Status column
• Added Tags, attachments, and a real Description
• Saved and confirmed it's on the board

What's next

With a ticket open, learn how it moves: Ticket Lifecycle — From Open to Resolved covers stage transitions, the chat lanes, and closing it out. To put the AI to work on it, see Using Mingo AI in a Ticket Chat.

Based on OpenFrame v0.9.19. Form fields and available statuses depend on your configuration — what's in your console wins.