Odoo Support Ticket Descriptions (General Overview)

Support tickets in Odoo refer to documented requests or issues raised by users regarding problems, questions, or requests for enhancements in the Odoo system. These tickets are usually tracked and managed using Odoo's Helpdesk, Project, or a custom ticket management module. Each ticket includes details that help support staff understand and resolve the issue efficiently.

Common Fields in an Odoo Support Ticket Description:

• Subject: A brief summary of the issue (e.g., "Invoice not validating on customer payment")

• Description: A detailed explanation of the problem, including:

  • What the user was trying to do

  • Steps to reproduce the issue

  • Any error messages or unexpected behavior

  • Screenshots or attachments (if applicable)

• Module Affected: The part of Odoo involved (e.g., Sales, Accounting, Inventory)

• Priority Level: Usually marked as Low, Medium, High, or Urgent

• Environment: Information about the Odoo version, hosting method (Odoo.sh, On-premise, SaaS), and any custom modules

• Expected vs. Actual Results: What the user expected to happen and what actually occurred