I'm working on an Odoo V16 Helpdesk setup where tickets are raised through an external app via FastAPI endpoint. If users upload images or screenshots with their tickets. I need to know how to handle these images in Odoo.
Can Odoo store and display these images directly, or is it better to use an external service like Amazon S3 for storage and how? If Odoo can handle the media, what’s the best way to integrate images from the external app?
Hi Hemanth,
To answer your follow-up questions regarding the ir.attachment route:
1. Will they show in the Chatter? Yes and no.
If you just create the ir.attachment record linked to the ticket, the file will appear in the "Attachments" menu (the paperclip icon) at the top of the chatter.
If you want the image to actually appear inside the chat stream (like a WhatsApp message), your FastAPI endpoint should call the message_post method on the ticket and pass the attachment_ids. This effectively "sends" the image as a message so the support agent sees it immediately in the thread.
2. Can we auto-delete old media? (The Risk) You can write a Scheduled Action (Cron) to delete old attachments to save space, but you have to be extremely careful.
Are they stored in the same place? Yes. Your company logo, website assets, and these ticket images all live in the same ir.attachment table (and likely the same /filestore folder on the server).
The Danger: If you just run a script to "delete all attachments older than 6 months," you will break your website images, product photos, and company branding.
The Solution: If you set up a cleanup script, make sure you filter strictly by model. Only delete attachments where res_model = 'helpdesk.ticket'. Do not touch attachments where res_model is ir.ui.view or product.template.
So in summary: Go with the native Odoo attachment method, but if you automate cleanup, make sure your script checks the "Model" field so you don't wipe out your system icons!
Email: info@candidroot.com
Web: https://www.candidroot.com
Hope it helps
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Thank you Cybrosys for your answer. If we store images using the ir.attachment mechanism, will they be automatically displayed in the media in chat? Also, would it be fine to clear the media from the database after a certain period to keep it clean, or would that delete any built-in media as well? Are both types of media stored in the same place?
Good question. The beauty of the ir.attachment model is that "routing" the image and "tagging" it for safe deletion actually happen in the exact same step.
When your FastAPI sends the request to create the attachment, you are mandatory required to specify the target record. That specific field (res_model) is exactly what you will use later to filter your cleanup script.
1. How to ensure it routes to the Ticket: When your API calls the create method on ir.attachment, your payload must include these two fields:
'res_model': 'helpdesk.ticket' <-- This tells Odoo "This belongs to the Helpdesk app"
'res_id': 12345 <-- This is the specific Ticket ID you want to attach it to.
If you pass those, Odoo automatically links the file to that ticket. No extra routing logic is needed.
2. How to minimize delete risk: Since you must set 'res_model': 'helpdesk.ticket' to get the image on the ticket in the first place, you have effectively "tagged" it.
Your cleanup Cron job becomes very safe because you can simply tell it: "Find all attachments created more than 6 months ago WHERE res_model == 'helpdesk.ticket'."
As long as your script strictly filters by that model name, it is impossible for it to accidentally delete a system asset or product image, because those will have different model names (like product.template).
Hope that helps you build the endpoint!
I understand CandidRoot thanks :) but suppose we take the image directly from the user using FastAPI and store it in ir.attachment. How can we ensure that it is routed to the linked ticket and that the model is set to helpdesk.ticket, minimizing the risk to periodically delete?