A complete first report lets our team reproduce and diagnose your problem without back-and-forth — it's the single biggest factor in how fast it gets resolved. This page shows exactly what to include, organized by the service where the issue occurred.① Identify service → ② Note environment → ③ Capture screenshot (error + time) → ④ Copy the IDs → ⑤ Fill the template & send
Step 1 — Capture these first#
A quick checklist that applies to every report:✅ Service — PolarHub (NDC API) · Luna (booking & ticketing) · Albus (admin portal)
✅ Environment — Production (prod) or Sandbox (sbx)
✅ Screenshot — showing the error message/code and the time it occurred
✅ Identifiers (IDs) — copy directly from the screen, API response, or logs (don't retype them)
⏱️ Tip: Record the time and state the timezone. Our logs are timestamped, so an accurate time greatly narrows the search.
Step 2 — What to include, by service#
Use the checklist for the service where the issue occurred.🛰 PolarHub (NDC API)#
PolarHub issues are traced per API call, so the Transaction ID is the key identifier. PNR and ticket number exist only after a booking or ticket is created — include them only when your issue is at or after that stage.
| Field | Required | Where to find it |
|---|
Environment (prod / sbx) | Required | The endpoint / credential set you called |
| AgencyID | Required | Assigned at onboarding; part of your PolarHub credentials |
| Transaction ID | Required | Request/response header of the failing call — see Transaction ID Guidelines |
| Order ID | Required | Available once the order is created. Returned by OrderCreate; present in OrderRetrieve |
| PNR | If applicable | Available once the order is created |
| Ticket number | If applicable | Available after ticketing |
| Request/response payload (logs) | Required | The full request and response body of the failing call |
🧭 Luna (Booking & Ticketing)#
Luna handles stateful booking and ticketing actions, so besides identifiers we also need what you did and what you saw to reproduce the problem.
| Field | Required | Where to find it |
|---|
Environment (prod / sbx) | Required | The Luna environment you were signed in to |
| AgencyID | Required | Your agency account |
| Date & time of occurrence (with timezone) | Required | When the issue happened |
| Transaction ID | Required | Developer tools → request Payload → TransactionID |
| Order ID | Required | Booking → PNR Details (available once the order is created) |
| PNR | Required | Booking → PNR Details (available once the order is created) |
| Item | Why it's needed |
|---|
| Action / process performed | The steps you took, in order (e.g., Booking & Ticketing → Booking Change). Lets us reproduce the exact flow. |
| Result screen & error capture | Screenshot showing the error message, code, and time. |
| Search conditions (for lookup/search issues) | The exact filters used — route, dates, passenger count, etc. — so we can reproduce the same query. |
🗂 Albus (Admin Portal)#
No special identifiers are needed — the Step 1 basics cover it: environment, a screenshot of the error and time, and the affected screen/menu in Albus.
Step 3 — Copy-paste templates#
Copy the block for the relevant service, fill it in, and attach your screenshots.- Service: PolarHub
- Environment (prod / sbx):
- AgencyID:
- Transaction ID:
- Order ID:
- PNR (if applicable):
- Ticket number (if applicable):
- Request/response payload (attach):
- Description of the issue:
- Service: Luna
- Environment (prod / sbx):
- AgencyID:
- Date & time of occurrence (KST):
- Transaction ID:
- Order ID:
- PNR:
- Action / process performed:
- Search conditions (for lookup issues):
- Result screen / error capture (attach):
- Description of the issue:
Submitting your report#
📮 Send the completed report to halosync_support@halocorp.kr.
Attach all screenshots, and for PolarHub include the request/response payload of the failing call.For general questions instead of a problem report, see FAQ & Contact.
Modified at 2026-06-30 07:42:59
