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Raising a Helpdesk Ticket (Internal Odoo Support)

Log internal Odoo issues in Helpdesk > Internal Odoo Support. This keeps everything visible, prioritised, and auditable.

Minimum Required Information

  • Short title: One clear sentence (e.g., “Invoice total wrong after discount”).
  • Steps to reproduce: 1) Where you started, 2) actions you took, 3) what you clicked.
  • Expected result: What you thought should happen.
  • Actual result: What happened instead (include any error codes/messages).
  • Environment: Company/DB, app, menu path (e.g., Accounting > Customers > Invoices).
  • Screenshots: Show the full screen area with the error.
  • Odoo traceback (if shown): Copy/paste the error details.

Attach a Screenshot (Windows)

  1. Press Windows + Shift + S to open Snipping Tool.
  2. Drag to capture the relevant area (include the URL bar and page breadcrumbs if possible).
  3. Paste into the ticket (Ctrl+V) or click the thumbnail to Save and then Attach on the ticket.

Copy the Odoo Traceback/Error Details

  1. When the red error dialog appears, click See details or Technical Details.
  2. Click inside the details pane and press Ctrl+A, then Ctrl+C to copy.
  3. Paste into the ticket’s description under a heading like Traceback.

Best Practice

  • One issue per ticket. Separate tickets make triage and resolution faster.
  • Be precise. Include exact menu paths, product names, invoice numbers, etc.
  • Reproducibility matters. If the issue happens “sometimes,” note frequency and patterns.
  • No sensitive data. Redact personal data in screenshots where possible.
  • Stay responsive. Reply quickly to questions so your ticket doesn’t stall.