Ticket lifecycle
Ticket states, SLAs, escalation, and how OpsLyft verifies savings against the bill.
States
| State | Meaning |
|---|---|
| Open | Created, not started |
| In progress | Someone is working on it |
| In review | The change is ready or waiting for approval |
| Done | Finished |
| Won't do | Closed without action, with a reason |
Select a ticket's state in the list to advance it. With Jira connected, state changes flow both ways. See Jira status mapping.
SLAs
Each ticket has a due time based on its source and priority. For example, the default auto-create rules give high-severity anomalies an SLA of 1 day and budget breaches an SLA of 3 days. Opportunities have a Decide by date and escalate when it passes.
When a ticket passes its SLA:
- The Due column shows SLA breached and how long ago.
- The owner gets a DM and
#finops-alertsis notified (see Slack routing). - The Open tile counts it as breached.
Outcomes
| Badge | Meaning |
|---|---|
| verified −$X/mo | The saving showed up in billing after the ticket closed |
| resolved · level normal for 14 d | An anomaly returned to its expected level and stayed there |
| accepted risk | A resilience finding was closed on purpose |
| archived | The ticket was closed as no longer relevant |
Money saved on the Tickets page counts only verified savings. Savings on tickets that are still open are shown as in flight.
Clawed back savings
If a verified saving reverses, for example a right-sized service is scaled back up, the opportunity is marked clawed back and the saving stops counting as realised.