The three ways to act on a failed entry, plus the support tooling behind them - all built so nothing personal ever leaves your database.
Retry. Re-executes the exact operation the entry refers to. A successful retry links back to the original and automatically acknowledges it, so the error count self-heals.
Acknowledge. For errors that need no (further) action - a one-off timeout that a later scheduled run already covered, a test order the 3PL rejected on purpose. Acknowledging keeps the entry for history but removes it from the active-error count (dashboard Errors card). Acknowledged-by and when are recorded; Re-open Error (Admin) undoes it. Acknowledge instead of deleting - the log is your evidence.
Email Support. On any error or warning entry, opens a pre-filled
email to the provider's support contacts (configure them on the
provider card: one primary To, comma-separated secondary CCs) in your
desktop mail client. Everything that leaves Odoo is PII-redacted:
customer names, addresses, emails and phone numbers are masked in both
payloads and free text - over-redaction by design. Clicking the button
also downloads two files - sync-<entry>-request-redacted.json and
sync-<entry>-response-redacted.json - ready to attach to the email,
and stores a full redacted text report on the log entry itself.
Raise Support Ticket. The one-click alternative: sends the same PII-redacted report, with both redacted payload files attached, straight to your help desk's ticket intake address - the desk turns it into a ticket automatically, no mail client involved. Configure the intake address under Settings > 3PL Connector > Raise Support Tickets by Email (requires an outgoing mail server on the database). Every raised ticket is noted in the instance's chatter with who raised it.
In-app help widget. With a Zoho Desk ASAP add-on configured (Settings > 3PL Connector > In-App Help Widget), connector users get a floating help launcher inside Odoo: Knowledge Base search over this documentation, the Zia Answer Bot, and ticket submission - without leaving the screen they are stuck on.