I think this can be nudged forward by examining only the case where the documents are on the filesystem, and ignoring the "missing documents" problem for now.

Use Case:

  1. Create a ticket.

  2. Document is uploaded to a ticket, and ticket saved successfully.

  3. We navigate to the ticket again, we can see the document attachment link.

  4. We can click on the link, a new browser windows opens (blank) and the document downloads into our local downloads folder.

  5. The downloaded document can be opened and viewed normally.

  6. We then attempt print the ticket with attachments... this fails. We get a blank screen (as above) and no downloaded file.

  7. We again attempt print the ticket without attachments... this also fails. We get a blank screen (as above) and no downloaded file.

    TPE

    Then you should be seeing errors somewhere. If it’s failing then there has to be errors.

    Cheers.

      Right. We've been asking where we should find the errors.

      We don't see them in the OST admin System Logs, we don't see them in our Apache/PHP Logs (WHM > CPanel > Errors).

      We're not sure that the observed ABEND is a failure...

      In other words, it appears to successfully do nothing.

      One of the reasons we think so, is because its inconsistent - some tickets will print, others won't. Seems unlikely to be a permissions issue on specific folder or php file, because of the inconsistent success that we observe.

      For example, we would expect the wrong permissions on /tmp to affect the printing of ALL tickets, not SOME of the tickets.

      Thoughts?

      @TPE

      The most common logs are general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, and Browser Console logs.

      Since you are using CPanel you might have specific security rules blocking it. You should also check to see if any of your security rules are blocking some requests. You will need to refer to your setup’s documentation on how to check your security rules/logs.

      Cheers.

      9 months later

      For the benefit of others:

      THIS ISSUE WAS RESOLVED BY INCREASING THE PHP MEMORY_LIMIT TO 200MB ON THE INSTALLATION (HOME) DIRECTORY

      2 years later

      KevinTheJedi Thank you very much for your post, it worked for me. I'm using osTicket v1.18.1, I took advantage of the directory that I had created to store the attachments and it already had the necessary permissions.

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