Error 500 when printing in ticket

bitbanner

Cuando accedo a un ticket y pulso sobre el boton de la impresora para imprimirlo me abre una nueva pestaña con el error 500.

He probado desde 4 ordenadores y agentes diferentes y todos dan el mismo error.

What can I do to verify where the error is.

Thank you.

ntozier

Apache error logs?
PHP error logs?

bitbanner

This is what they tell me about the technical support of the hosting

#Start of the appointment#

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[24-Jul-2019 10:41:59 UTC] PHP Fatal error: Uncaught RuntimeException: SplFileInfo::isFile(): open_basedir restriction in effect. File(/tmp/.s.PGSQL.5432) is not within the allowed path(s): (/home/oax:/home2/oax:/usr/lib/php:/usr/local/lib/php:/usr/local/php7:/usr/local/php55:/usr/local/php54:/usr/local/php53:/usr/local/php52:/tmp:/opt/alt/php70) in /home/oax/public_html/ostickets/upload/include/mpdf/vendor/mpdf/mpdf/src/Cache.php:92

The file you are trying to access is: /tmp/.s.PGSQL.5432

This is not even a file, if not a symbolic link from PostgreSQL, a database system that is not available on the server.

Is it possible that the version you use of OsTicket requires PostgreSQL or something similar? Actually if you do not require PostgreSQL the application should not access that symbolic link at any time, and if it does, it should not "break" its operation since it is normal that it does not work.

#End of the appointment#

Thank you

ntozier

osTicket (Well specifically the mpdf package) is writing a temporary file to the PHP temp folder.
The webserver/php is saying "Hey you can't access this we have open_basedir directives!"

So the web server is not letting osTicket access the /tmp file it writes to send the .pdf to you to print.
You will need to have the host fix this, or find a new host.

bitbanner

The question is: Why is OSTickets trying to access "/tmp/.s.PGSQL.5432" need it for something?

This is what my technical support tells me, so that you need that file.

Thank you.

ntozier

My assumption is that it is the temporary file that the mpdf package creates to make the pdf.

bitbanner

ntozier I suppose? Where do I have to ask this question? Thank you

KevinTheJedi

@bitbanner @ntozier

The question is: Why is OSTickets trying to access "/tmp/.s.PGSQL.5432" need it for something?

When you print a ticket mPDF generates a PDF in the /tmp directory (or whatever PHP has the temp dir as) then pushes to the browser for download. You can't just generate a PDF in thin air, you have to store it somewhere and the best place is /tmp because it's only temporary. You just need to have a directory that's fully writable configured for PHP's sys_temp_dir = setting in php.ini by osTicket/mPDF so that no issues occur.

Besides that fact, your error of open_basedir restriction in effect. File(/tmp/.s.PGSQL.5432) is not within the allowed path(s): indicates that you have PHP open_basedir() issues. You need to adjust your open_basedir setting in your php.ini to include the missing path in the error message. If you need more information on this please visit the link below:
https://www.php.net/manual/en/ini.core.php#ini.open-basedir

Cheers.