Troubleshooting guide

1. Overview & Business Value#

This comprehensive operational guide details the architecture, business workflows, configuration parameters, and execution steps for Troubleshooting guide within SmartERP.

This guide provides troubleshooting solutions for common commercial operational issues.

{screenshot:troubleshooting-overview-dashboard}

2. Prerequisites & Security Access Groups#

• Required Modules: sale_management, crm, point_of_sale, smarterp_payment_telebirr
• Security Groups:
  • Sales User (Technical ID: sales_team.group_sale_salesman)
  • Sales Administrator (Technical ID: sales_team.group_sale_manager)
  • POS User / Cashier (Technical ID: point_of_sale.group_pos_user)
• Master Data Dependencies: Customer partner registry, selling pricelists, product inventory balances, payment providers (Telebirr/CBE Birr), and POS terminal sessions.

3. Step-by-Step Configuration & Execution#

Step 1: Navigating to the Module Interface#

1. Log into your SmartERP instance at https://smarterp.et/odoo.
2. Open the main App Switcher (grid icon in the top-left corner).
3. Select the Sales app icon.
4. From the top navigation bar, open Sales → Orders → Quotations / Orders; Point of Sale → Dashboard.

{screenshot:troubleshooting-app-switcher-navigation}

Step 2: Creating and Parameterizing Records#

1. Click the New button in the top-left control panel.
2. Complete the mandatory fields in the record form:
   • Customer Name (Mandatory): Registered partner record with complete invoicing and delivery addresses
   • Product Lines (Mandatory): Saleable items with approved commercial pricelist rates and VAT classification
   • Payment Terms (Mandatory): Immediate settlement, milestone advance, or agreed commercial credit terms
   • Salesperson (Mandatory): Account executive responsible for the customer commercial relationship
3. Configure optional operational parameters and localized tags as required:
   • Analytic Account (Optional): Revenue center or project allocation for commercial tracking
   • Customer PO Reference (Optional): External purchase order number issued by the client
   • Shipping Policy (Optional): Deliver all products at once or allow partial dispatches
4. Click the Save icon in the control bar to commit the record.

{screenshot:troubleshooting-record-creation-form}

Step 3: Validating and Processing Transactions#

• State Transitions: Execute operational state progression (Quotation → Sent → Confirmed Sales Order → Delivery Done → Invoiced → Paid).
• Ledger & System Impact: Generates customer tax invoice, posts accounts receivable debit and sales revenue credit, and updates inventory valuation upon delivery.
• Audit Verification: Automated recording of author ID, timestamp, and immutable revision history.

{screenshot:troubleshooting-transaction-processing-state}

Issue 1: Sales Order Blocked by Credit Limit Exception#

• Symptom: Confirm button fails with error: Customer credit limit exceeded.
• Root Cause: Customer's open receivables plus current order value exceeds the approved credit ceiling.
• Remediation:
  1. Inspect customer ledger in Invoicing → Customers → Aged Receivables.
  2. If the customer has unallocated payments, register a Cash Receipt Voucher (CRV) to reconcile old bills.
  3. If credit increase is justified, have the Finance Director approve an override.

Issue 2: POS Offline Mode Not Syncing After Internet Reconnects#

• Symptom: Orders rung up during internet downtime remain in browser local storage and do not appear in backend sessions.
• Root Cause: Browser IndexedDB buffer synchronization stalled due to network token expiration.
• Remediation:
  1. Do not clear browser cache or cookies (this would delete unposted sales).
  2. In the POS top status bar, check the sync indicator dot (Red = Offline, Green = Synced).
  3. Tap the sync icon to trigger manual synchronization. The offline queue flushes to the server.

Issue 3: Telebirr Payment Webhook Timeout#

• Symptom: Customer deducted funds on their phone, but the POS screen still displays Waiting for payment.
• Root Cause: Network latency between Ethio Telecom clearing gateway and SmartERP webhook endpoint.
• Remediation:
  1. Tap Query Payment Status on the POS terminal.
  2. SmartERP polls the Telebirr query API directly using the order reference and confirms the settlement.

4. Advanced Configuration Points#

• Automated Actions & Scheduled Tasks (Crons):
  • CRM: Lead auto-assignment (crm.ir_cron_lead_assign): Runs hourly to allocate unassigned leads across sales teams
  • Sales: Expire overdue quotations (sale.ir_cron_expire_quotes): Runs nightly to mark stale quotes as cancelled
  • POS: Close abandoned register sessions (point_of_sale.ir_cron_session_cleanup): Runs nightly to alert managers of open cashier terminals
• Custom Print Templates & Reports:
  • Customer Sales Quotation / Pro-forma Invoice
  • Commercial Tax Invoice (Model 85 Compliant)
  • POS Cash Register Receipt with QR Validation
  • Customer Credit Limit & Receivables Aging Statement
• Multi-Company Rules: Record-level security isolation under Company 1 (Ashewa Technology Solutions S.C.), preventing cross-company ledger leakage across parent and subsidiary legal entities.

5. Comprehensive Troubleshooting Matrix#

Next#

• Technical architecture: Technical architecture.