khat17 I created a php.ini in the production folder using the automated tool from the provider, but it doesn't have the open_basedir option in there. Should I add it? Or is there any other test you'd like me to do?
It sounds like this isn't the issue anyway going by the replies after this comment, but just in case anyone finds this via Google later with a similar issue, php.ini will not be part of osTicket, it's part of the server setup. To find out where the php.ini file is, if you make a phpinfo file and place it in your web directory, you'll find an entry near the top which should tell you the version in use by Apache. Remember to delete this file afterwards, as it displays quite a lot of info that would be useful to a less reputable visitor!
Also, make sure to back up the php.ini file before changing it. If you make a mistake, it can cause more issues than you started with.
For clarification, a phpinfo file is a .php file in your web directory that contains simply the following:
Just access it via your browser and it'll tell you all sorts of useful info