How to report problems to Support when you hit an issue using PlanetOne ERP

Support is essential for any company that develops software. Whatever the system, there must be a team to resolve problems for users — including PlanetOne ERP, a Thai-developed ERP system with nearly 30 years of experience.

In our experience, some users do not fully understand the PlanetOne ERP support process, which can cause problems when logging cases. This article explains the steps in the PlanetOne ERP support process so users can log cases correctly and quickly.

1. Report the problem through JTRAC

PlanetOne has a structured support process using the JTRAC program. Users can report problems 24 hours a day, but you must register to use it by sending your email to the support team. Once the support team has set up your account, you can log problems directly in the system.

2. Report the problem step by step

This builds on logging through JTRAC, because users often report a problem with nothing but a title.

A major misunderstanding is that the support team can immediately go into the system and fix the user’s data. With other systems whose security is weaker, that might be possible — but not with PlanetOne ERP, which treats data security as a priority.

The support team cannot access a customer’s database without written, signed authorisation from an authorised signatory.

So what the user must provide is the order number where the problem occurred, along with supporting images — for example, the window flagging the incorrect data — and a description of what the problem is, so the team can investigate precisely and accurately.

3. Reporting via LINE or calling the office

Most users choose to call and want an answer immediately, or they ask via LINE. With LINE you can at least see some of the problematic data, and many users prefer LINE chat because they can ask and answer back and forth — but support will still ask for the JTRAC case in order to review the data first.

If possible, open a case in JTRAC and then follow up on LINE, so the team has the data needed to investigate.

But if you call expecting support to handle it immediately without having submitted any information beforehand, we may have to tell you frankly that we cannot — though we will promise to prioritise it once the information has been submitted through JTRAC.

4. Time to resolution

The standard support timeframe is an SLA within 4 hours. For cases that take longer to investigate, it is within 1 day, or 24 hours, because some cases must be passed to the development team to examine. And the more cases there are, the more investigations must be queued to prevent any case from being missed.

In summary, to enable support to help you: report the problem through JTRAC and describe it step by step. You can also report via LINE chat or by calling the office to flag the problem immediately — and all resolutions carry an SLA of no more than 24 hours.