Who read this ticket?
In standard GLPI, there is no way to know if someone viewed a ticket without interacting with it. A ticket can remain open for days without anyone even reading it – and the manager has no way to detect this.
Ticket Tracker: full visibility
The Ticket Tracker automatically records every ticket view in GLPI. Whenever a user opens a ticket, the module increments the counter and updates the timestamp of the last visit – without any manual action.
Views tab
A dedicated tab appears on each ticket displaying:
- Table with all viewers
- Access count for each user
- Date of first view
- Date of last view
The total counter is also visible on the main ticket form.
Quality control
A configurable minimum interval (default 60 seconds) prevents rapid page reloads from inflating counters. If the same user refreshes the page 5 times in 30 seconds, only one view is counted.
Optional detailed log
For scenarios requiring full auditing, the detailed log records each individual access with date, time, and IP address. Retention is configurable (default 90 days) and a cron task automatically cleans up old records.
Free and no configuration needed
Simply activate Ticket Tracker in the NexTool catalog. Tracking starts immediately for all tickets accessed from that point on.
