Who Has Seen A Ticket - edmozley/freeitsm GitHub Wiki
Who has seen a ticket
Added in 2.8.0 · Part of discussion #62 · Developer guide
FreeITSM records who opens each ticket, and when.
Why. Portal managers can read the tickets raised by the people they manage. If someone else can read your ticket, you should be able to see that they did. Tickets marked Confidential are for the things a manager should never see at all.
What the person who raised the ticket sees
On their ticket in the portal, under the heading, a Who has seen this ticket panel. It's always there, not hidden behind a button:
- Nobody outside the service desk has looked at it., or
- each person who has opened it in the portal, with when they last looked and how many times: Jane Smith 27 Sep 2026 11:12 · 2 times.
The service desk is not listed. Analysts look at tickets as part of their job. Showing "Viewed by the service desk, Monday 09:02" invites "why did you look at my ticket and not do anything about it?", which is pressure nobody on the desk should be under for doing their job. Their views are still recorded, for the service desk's own audit trail.
What analysts see
The ticket's Audit window (the Audit button on a ticket) lists every view alongside the changes, newest first:
| Date/Time | Analyst | Field | New Value |
|---|---|---|---|
| Sun 27 Sep 2026 12:12 | Administrator | Viewed | Opened 4 times that day |
| Sun 27 Sep 2026 11:12 | Jane Smith (self-service portal) | Viewed | Opened 2 times that day |
- One line per person per day. Opening a ticket twenty times in a morning is one line: Opened 20 times that day.
- Portal viewers are marked (self-service portal), so a manager reading in the portal is never mistaken for a member of the desk.
Upgrading
Run System → Database Verification once. It creates the table that holds the views. Until then tickets open as normal, nothing is recorded, and the portal shows no panel.