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FAQ & Troubleshooting

Last Updated: February 2026

Common questions and solutions for Scott Recycling's Odoo system.

Logging In

I can't log in / forgot my password

  1. Click Reset Password on the login page
  2. Check your email for the reset link
  3. If you don't receive it, contact your supervisor or IT

The screen is blank after login

  1. Try pressing Ctrl+Shift+R to hard refresh
  2. Clear your browser cache
  3. Try a different browser (Chrome or Firefox recommended)
  4. If it persists, contact IT

I can't find an app

  1. Click the grid icon (top-left corner) to open the app menu
  2. Scroll down — there are 30+ apps
  3. Or press Ctrl+K and type the app name to search

The page shows "Access Denied"

Your account doesn't have permission for that area. Contact your supervisor to request access.

The page is loading slowly or stuck

  1. Press F5 to refresh
  2. Check your internet connection
  3. Try closing other browser tabs
  4. If Odoo is down for everyone, IT is likely already working on it

Customer Call Queues

How do I find my call queue?

Open Scott Recycling → Customers & Sales and select the queue you need (Queue A through D). See the Call Queues Guide for details.

How do I log a successful call?

Open the customer record from your queue → click Log Successful Contact → add notes about the call. See the Call Queues Guide.

How do I log a failed call?

Open the customer record → click Log Failed Contact → select the reason. After 3 failed attempts in a cycle, the customer moves to Queue B (Escalation). See the Call Queues Guide.

A customer is in the wrong queue

Contact your manager — they can use Move to Next Cycle, Remove from Queue, or Clear Escalation to adjust queue placement.

How do I work the Prospect Queue?

Open Scott Recycling → Customers & Sales → Prospect Queue and work through prospects with due follow-up dates. See the Prospect Queue Guide.

Scheduling Pickups

How do I schedule a pickup?

Open a customer record → click Add a Note → fill in the contact section → complete the Customer Profile → check Schedule Pickup → fill in the pickup details → click Confirm. See the full Scheduling a Pickup Guide.

I can't check the Schedule Pickup box

All Customer Profile fields (Forklift, Dock, Material Together, Service Elevator, First Floor Only, Need Help, Customer Helps) must be set to Yes or No. Look for the yellow warning and fill in any missing fields.

No trucks are showing in the dropdown

Trucks are filtered by the customer's region. If none appear, the schedule may be full for that date. Try a different date or contact your manager about adding capacity.

When should I use the Force toggle?

Only as a last resort — see the Force Pickup Policy for full details. Always try the Refresh button first to find an available date.

Should I set a service window?

Not unless the customer specifically requires a narrow arrival timeframe. See the Service Window Policy — manager approval is required before entering a service window.

Inventory

How do I find a device by serial number?

Open Inventory Processing → type the serial number in the search bar → press Enter. See Inventory Guide.

A device is showing the wrong grade

Open the item → change the Grade field → update condition notes → Save. Only processing staff and managers can edit grades.

The inventory count doesn't match what I expect

Check if a filter is active (look for blue tags in the search bar). Click the X on any filter tags to clear them and see the full list. The counter (e.g., "1-80 / 1130") shows total items matching your current filters.

Email & Pickup Blasts

How do I send a pickup email to customers?

Go to Email Marketing → click Mass Email from Filter → select your recipients → check Include Pickup Response Links → click Create Mailing → Send. See Email Guide.

A customer says they didn't get the email

  1. Check their email address in Contacts — is it correct?
  2. Look in Email Marketing → Mailings — find your mailing and check the delivery stats
  3. Ask the customer to check their spam/junk folder
  4. If the email bounced, you'll see it in the mailing statistics

A customer clicked "Need Pickup" but no lead was created

  1. Check Email Marketing → Response Analytics for the response record
  2. Look in Queue D (Pickup Requested) under Scott Recycling → Customers & Sales — the response may appear there
  3. If still missing, contact IT to check the server logs

KPIs & Performance

How do I check my KPIs?

Open SR Operations → click My Performance in the top menu. See Understanding Your KPIs.

My KPI data seems wrong

  1. Note the specific date and metric that looks incorrect
  2. Check if the data source is correct (e.g., did you log calls properly?)
  3. Tell your supervisor — they can investigate and correct if needed

What do the status colors mean?

  • Green (Above Target): 100%+ of your target — great job
  • Yellow (On Track): 80-99% of your target — good progress
  • Red (Below Target): Under 80% of your target — talk to your supervisor

How often do KPIs update?

Every 15 minutes automatically. Click Refresh on the dashboard for the latest data.

Shipping

How do I find a customer's shipment?

Open Shipping → search by the customer name or sale order number in the search bar.

A container weight doesn't match

Open the container → compare the expected weight vs. actual weight → the system will flag discrepancies. Investigate missing or extra items.

General Issues

Something looks different than the documentation screenshots

The system is updated regularly. Screenshots in this documentation show the general layout, but some details (menu labels, button positions, colors) may change slightly over time. If something major is different, contact IT.

I accidentally deleted or changed something

Most changes can be undone:

  1. Edited a record by mistake → Click Discard before saving (or use Ctrl+Z)
  2. Already saved → Contact your supervisor; some changes can be reversed
  3. Deleted a record → Contact IT immediately; records can sometimes be recovered

I need access to a new module or feature

Ask your supervisor to request access from IT. Access is granted based on your role.

Still Need Help?

  • Check this documentation — use the search bar at the top to find topics
  • Ask your supervisor — they can help with workflow and process questions
  • Contact IT — for technical issues, access problems, or system errors
  • Press Ctrl+K — the command palette helps you find anything in Odoo quickly