Have you checked these first?
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Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
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Where can I change the favicon because I want to user my own favicon
It should be an easy question to answer but it isn't.
This is because osTicket Awesome uses different favicons depending on which color theme you have currently selected.
The quickest solution is to have two versions of your favicon (named favicon.ico and favicon.png) and to drop them into the directory that corresponds with the theme you are using.
If you want to use the nuclear option you can drop them into all of the theme directories. You will find the directories here:
/osta/css/themes