[Devi1903]

Hi, after putting in place the OSTicket Awesome web files i can now no longer get my logo in printed PDF.

It worked before putting OSTicket Awesome in place on the default OSTicket files.

I tried uploading the image under theme settings – logo options – Customer Print Logo. After uploading it there is appears in that menu as per the attached screenshot.

But when i print pdf there is just a box with red cross.

 

[stevland]

Hi @Devi1903,

A few months ago two other users have reported the same issue. But unfortunately I have not been able to reproduce the issue, and therefore I can’t figure out how to fix it.

The custom logo displays properly in PDF files on all of the installations that I have looked at. And I haven’t heard any other reports of this since May. So I think the issue must be related to something specific regarding the environment that you guys are running in.

Is your server running Ubuntu?

[Devi1903]

Thanks, yes i believe it is something to do with mPDF or mbstring extension. I remember having a similar issue when upgrading to 1.12 previously. For now i have copied in my ticket-print.tmpl.php file from the base version of OSTicket 1.14 and its working 100%.

When i have some time i will play around with this file and see where the issue might be coming in.

[Devi1903]

Please note i am running Cent OS on the server

[stevland]

Thanks for the update and the insight. I will mark this as resolved but you can still add another update here in the future.

[computerglobe]

I have the same issue

 

[stevland]

Hi @computerglobe,

This issue only seems to occur for a few users. I haven’t been able to reproduce it and I can’t think of how to fix it.

If you would be willing to let me access your installation, that would be extremely helpful.

If so, please submit this form with as much detail as possible.

[stevland]

Hey guys, I still haven’t forgotten about this.

Here is something that I thought of. 

If you installation directory has the wrong ownership, your osTicket / osTicket Awesome will still mostly work, but it can create unexpected issues like this one. Therefore, you should make sure that your installation folder has the correct owner.

For example, I accidentally uploaded my new osTicket Awesome installation as the root user:

The support directory should be owned by the same user and group that my main website runs under. In my case the user should be rede and the group should be psacln.

To fix the ownership I simply ran this:

# chown -R rede:psacln support

Please let me know if this helps or not.

[Devi1903]

I am still having this issue. For now i have just replaced the php code for the logo with the default for OSTicket so that it just uses fpdf/print-logo.png for the logo and that works 100%.

So my guess is it has something to do with something in /osta/php/functions.php that does not agree with my setup. Something around the use of the custom logo.