CSO_Arnaud

Hello everyone,
We are experiencing two issues related to report generation (version 12.5.2) and would like to know whether these behaviors are known and if any fixes or workarounds exist.

Issue 1: Standard PDF Report Generation Failure
Some reports fail to generate when the related ticket was created automatically from an email.After investigation, the problem appears to be linked to embedded images contained in email signatures (LinkedIn icons, Facebook icons, company logos, etc.).The following error is logged:
2026-07-22 16:57:27.368 ***** ERROR ***** [V12.5.2] [8] ERROR *****
2026-07-22 16:57:27.368 ***** ERROR ***** [V12.5.2] [8] on file '/var/www/vhosts/open366.uxp-corp.com/httpdocs/external/html2pdf/src/Html2Pdf.php' at line (1530)
2026-07-22 16:57:27.368 ***** ERROR ***** [V12.5.2] [8] cause = getimagesize(cid:image002.png@01DD1843.6A6062C0): Failed to open stream: No such file or directory

We found that if we manually remove the problematic content from the email body, the PDF can be generated successfully again.
We have also observed cases where images extend beyond the PDF page boundaries.
Has anyone experienced this issue before? Is there a way to ignore embedded email images during PDF generation?

Issue 2: Images Missing in Custom Word Reports
The second issue concerns custom reports generated through the Word plugin.The report is generated successfully and no errors appear in the logs, but the images contained in the ticket description and resolution are not included in the generated document.We are using the following tags:
Request Description [object.descriptionText]
Request Resolution [object.resultText]

Has anyone encountered this behavior?
Are images supposed to be supported with these fields, or is there a specific configuration or template setting required?Any feedback, workaround, or official fix would be greatly appreciated.

Thank you.