Key Takeaways

✓"It doesn't work" is a useless ticket—speed of fix depends on quality of report

✓Golden Rule: Test on Runbot first to isolate customization vs core bug

✓Perfect template: Summary, Steps to Reproduce, Expected vs Actual, Environment

✓If bug takes more than 3 steps to reproduce, record a screen video

✓Always copy the Traceback—it tells developers exactly which line of code failed

Quick Answer

Report Odoo bugs effectively with this framework: (1) Test on Runbot first to prove it's a core bug, not customization, (2) Use the perfect template: Summary with [MODULE], Steps to Reproduce, Expected Result, Actual Result, Environment details, (3) Include video proof for bugs with 3+ steps, (4) Always copy the Traceback from error popups. For Partners: explain business impact. For Odoo S.A.: provide Support User access immediately.

"It Doesn't Work" is a Useless Ticket

We have all been there. You find a glitch in Odoo, you write a quick email to support saying "The Invoice button is broken," and you wait. And wait.

Three days later, you get a reply: "We cannot reproduce the issue. Please provide more details."

You just lost 3 days of productivity because of a bad bug report.

Whether you are reporting a bug to Odoo S.A. (Direct) or an Odoo Partner, the speed of the fix depends entirely on the quality of your report.

Developers are not mind readers. If they can't see the bug on their screen, they can't fix it.

Part 1: The Golden Rule (Isolate the Issue)

Before you write a single word, do this.

Most "bugs" are actually customization errors. Odoo Support will reject your ticket instantly if they suspect it's your fault.

The Runbot Test

Go to runbot.odoo.com (Odoo's official test server)

Try to do the exact same thing (e.g., Click the Invoice Button)

Result A: It works on Runbot → It's a customization/data issue. (Contact your Partner)

Result B: It fails on Runbot too → It's a core code bug. (Contact Odoo Support)

Part 2: The Perfect Bug Report Template

Use this exact structure every time you submit a ticket.

Bug Report Template

📌 Summary

[MODULE] Brief description of the issue

Example: [ACCOUNTING] Cannot validate batch payment on iPad

🔄 Steps to Reproduce


                    1. Go to Accounting → Customers → Payments

                    2. Select two payments

                    3. Click "Actions" → "Register Batch Payment"

                    4. Click "Validate"

✅ Expected Result

A batch payment record is created and payments are marked as 'In Process.'

❌ Actual Result

The screen turns white and shows a "Record Rules Error" popup.

🖥️ Environment

• Odoo Version: 18.0 Enterprise
• Hosting: Odoo.sh / On-Premise
• Browser: Chrome v120 / Safari (Mobile)

Part 3: Video Proof (The Developer's Best Friend)

If a picture is worth 1,000 words, a video is worth 1,000 lines of code.

Why Video?

→ It shows the exact URL where you are

→ It shows the speed of the system

→ It proves there are no hidden customizations or weird settings in the way

Rule of Thumb: If the bug takes more than 3 steps to reproduce, record a screen video. Include the audio if you need to explain what you are clicking.

Part 4: Reporting to a Partner vs. Odoo S.A.

The reporting method changes depending on who you are talking to.

When Reporting to Odoo S.A. (Direct)

Stick to Standard: Do not mention your custom fields or apps.

Provide Access: Immediately provide a "Support User" login to your database (or a staging branch).

When Reporting to an Odoo Partner

Context: Explain the Business Impact. "This bug prevents us from shipping orders" gets fixed faster than "The font color is wrong."

Tag the Lead: If you use a project tool (like Odoo Project or Jira), assign the ticket to your specific consultant, not a generic "Support" user.

Frequently Asked Questions

What is a "Traceback"?

When Odoo crashes, it often shows a technical "Odoo Server Error" popup with a lot of code. This is the Traceback. Always click "Copy to Clipboard" and paste this into your ticket. It tells the developer exactly which line of code failed.

How do I record my screen?

Use free tools like Loom, OBS Studio, or even the built-in Windows Game Bar (Win+G). A 30-second video showing the clicks leading up to the error is worth 1,000 words of description.

What is the difference between a "Bug" and a "Feature Request"?

Bug: The software is supposed to do X, but it does Y (or crashes). → Free Fix (usually).
Feature Request: The software does X, but I want it to do Z. → Billable Development.

Be Professional

Developers want to fix bugs. They hate guessing games. By following this framework—isolating the issue, using a clear template, and providing video proof—you make it easy for them to say "Fixed."

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