Learning Goals:

• Understand the concept and importance of handling orders within FBO One.
• Learn how to create different types of handling orders and navigate the 'Create Order' screen effectively.
• Familiarize oneself with the various sections and functionalities of the order screen, including the Handling Bar, Order Bar, and Product/Services Bar.
• Gain proficiency in managing order details, such as aircraft registration, parking positions, operator information, and debtor details.
• Learn about the workflow states and reports associated with handling orders, along with how to manage external and internal remarks.
• Explore additional features like CFMU/Eurocontrol integration and the Bulletin Board for enhanced communication and efficiency in handling orders.

 

Content:

1. Introduction to Orders
   • Order types.
   • Creating new handling orders.
     • Accessing the ‘Create order’ screen.
     • Create a new Handling Order screen
     • The Order screen overview
     • Changing order fields.
2. Order screen sections in detail
   • ‘Handling’ bar order section.
     • Aircraft registration.
     • Parking position.
     • Aircraft operator.
     • Trip support provider.
     • Operator’s request number.
     • Handling bar icon shortcut functions.
   • ‘Order’ bar order section.
     • Workflow state.
     • Reports.
     • Debtor’s order number.
     • Billing remark.
     • Debtor / Form of payment
     • External remarks / Internal remarks.
     • Custom values.
     • Add services / Quick-add product list
     • Order bar icon shortcut functions.
   • ‘Product/Services’ bar order section.
   • ‘Arrival’ / ‘Departure’ bar order sections.
     • Date / Time.
     • All other fields.
     • CFMU/Eurocontrol link.
   • ‘Bulletin board’ bar order section.
     • Bulletin board bar icon shortcut functions:

 

 

 

Introduction to Orders

To effectively navigate FBO One, understanding handling orders is essential. These serve as comprehensive containers for flight details, including arrival times, aircraft types, and passenger manifests. Each handling order progresses through a customizable workflow, from creation to billing, reflecting your business operations. The Audit log tracks actions taken on handling orders, ensuring transparency and accountability.

Handling orders also encompasses customer services like fueling, cleaning, and catering, each with its own customizable workflow. These services, also known as order lines, must be completed before the handling order can be finalized and invoiced. Pricing for services can be automatically calculated or manually entered.

 

Order types:

Each order type follows its own tailored workflow, ensuring seamless coordination and accurate billing within FBO One. Order types shown in the ‘Create order’ menu and available for use are:

1. Handling Order (for Full Services): Covers all aspects from arrival to departure, including fueling, cleaning, and passenger transportation.
2. OTC (Over-The-Counter) Order: Facilitates ad-hoc services outside scheduled flights, such as last-minute fueling or unexpected maintenance.
3. Fuel-Only Order: Specifically arranges fueling services without additional services.
4. Home-Based Order: Tailored for aircraft operating from the airfield, accommodating departures before arrivals.
5. Order for use by billing department only – Used by back office users. This order type is an OTC order without the front office workflow steps. The order is created straight to the back office.

Example view if using ‘CREATE ORDER’ title menu button:

 

 

Creating new handling orders

Accessing the ‘Create order’ screen

There are two methods available to access the 'Create order' screen, with the first and recommended method being through the 'open order search' on the Planboard.

• When searching the tail number, the options to '+ Create new order' will be displayed.
• If any orders already exist for the registration, they will be shown along with the create order options, in order to prevent duplicate orders.
• If the registration is unknown, the 'Add Registration' option will be displayed as a quick-link for creation.

The following steps should be followed:

1. Perform a search for the registration - Note: entering the full registration will yield more accurate search results.
2. Click on the matching registration to ensure that you create an order for the correct registration.
3. Select the order type for creation.
4. The chosen registration will automatically appear in the ‘Create order’ screen.

Note: In the provided example, there is already a scheduled flight in the system. The ability to easily view upcoming orders for a registration facilitates a swift review process and helps prevent any conflicts.

 

The second method involves clicking on the 'CREATE ORDER' title menu button, as demonstrated:

 

One limitation of this process, as mentioned earlier, is the lack of a preliminary search to confirm the registration's existence and provide a convenient option to add it. Additionally, the user is not informed about the presence of an existing order until a final check is displayed, which occurs only after entering all order details.

 

Create New handling order screen:

When selecting 'NEW HANDLING' from the Planboard (or 'New handling order' from the 'Create Order' button), a screen will be displayed with various sections. These sections will be described and explained in detail below.

 

 

Please take note: The fields for Aircraft Registration, type, Operator, and Debtor are automatically populated based on the master data and default settings configured for this Aircraft. If the information is incorrect or needs to be different for this specific order, it can be edited on a per-order basis or updated in the master data to make a permanent change.

• Aircraft Registration
• Operator The entity responsible for operating the Aircraft
• Parking position is an optional field and can be added at a later stage
• Operators Handling Number (also known as Operators Request Number) - Typically used by the NetJets Importer, but can be manually added if applicable to others
• Debtor The company responsible for payment for the Handling
• Debtors Order Number Any order reference specified by the Debtor
• Form of Payment This field may be automatically filled if the Form of Payment or Contract have been created. Otherwise, a form of payment can be added or the field can be left blank
• Billing Remarks Any additional remarks to be displayed on the Invoice
• Trip Support Provider This is an optional field used when a third-party trip support is involved with the handling. It allows for confirmations, movements, etc. to be sent to this company as well

In the above example, the Operator and Debtor are the same, and no further details are required or known at this stage.

 

Next, the arrival and departure details are entered based on the provided schedule:

• Flight Type: The flight types are pre-configured in FBO One and displayed in the drop-down menu. Depending on the configuration, the flight type may or may not affect pricing and the automatic addition of products to the order. For example, a 'Ferry' flight may not display certain passenger-related charges, or an 'Ambulance' flight may require additional medical equipment for handling.
• STA/STD: This refers to the scheduled date/time of arrival/departure. Depending on the configuration, this may be in Coordinated Universal Time (UTC) or Local Time (LT). If these fields are left blank and the 'Pending' checkbox is selected, question marks, '?', will be displayed on the order and planboard.
• Flight Number: If FBO One is set up to track flights via the CFMU or FlightAware, and a flight number is applicable, it must be entered in order for the flight to be tracked. If the flight operates under a tail number, this field may be left blank and the flight will still be tracked. Even when flight tracking is not enabled, it is recommended to enter the flight number(s) when applicable.
• Pax/Transit/Crew: Depending on the configuration, the transit passenger field may or may not be displayed. Passenger and crew information should be entered according to the handling request. Leaving these fields blank will display '?' on the order and planboard.
• From/To: The origin and destination can be entered using the city name, IATA code (3-letters), or ICAO code (4-letters). If the information is unknown, these fields can be left blank. Alternatively, a placeholder such as ZZZZ may be added.

The Custom Values section may or may not be displayed, depending on the configuration settings. These fields are specifically designed to accommodate local requirements. In the example provided below, users are provided with the flexibility to input information related to the staff assisting the flight upon arrival and departure, the contact number for the crew, whether the flight is a delegation flight, and if there are any pets on board. Please note that these fields may also have an impact on the pricing of the order.

 

The final section is the 'Order details' section. This section enables users to input remarks regarding the order.

• Internal Remarks refer to remarks that are only visible internally. They are displayed on the order screen, handling request report, as well as any other customized in-house reports that require their inclusion.
• External Remarks refer to remarks that are shared with the customer. They will be displayed on the handling confirmation PDF and, in some cases, on the handling confirmation email.

 

By clicking the 'OK' button, the order will be created.

 

• If the OK button is unavailable (greyed out), it indicates that a mandatory field has not been filled out. Typically, this would be highlighted in red with an asterisk:
• In certain cases, an error message will be displayed. Error messages, shown in red as depicted below, require the necessary action to be taken before proceeding:
• Warnings may also appear after clicking the OK button to create an order. These warnings are intended for notification purposes and may be disregarded if they are not relevant. Clicking the OK button again will dismiss the warning. An example of a warning is shown below:

After the order is created, the user will be redirected to the Planboard, where the order details are displayed. The information entered in the 'New handling order screen' will be shown within the order, allowing the user to review and confirm it with the customer.

 

The Order Screen Overview:

 

1. Handling Information: This section contains details related to the handling, such as the aircraft registration, operator of the flight, and details of parking allocation.
2. Order Information: Here, you find data about the order itself, including the order number, handling status (e.g., requested, arrived, ..., completed), debtor information and payment terms, and any references associated with the order. You can also access a selection of reports related to the order.
3. Product and Services Management: This section lists requested or required services (e.g., Airport Fees) for flight handling. It details service types (e.g., fueling, cleaning), quantities, specific instructions, and preferences. Additionally, it summarizes financial aspects, including total service costs, additional fees, and payment status. Users can initiate the payment process here, streamlining financial management for handling.
4. Flight Details: Here, you'll find comprehensive information about the flight itself, including arrival and departure times (Scheduled, Estimated, Actual), flight number, route, pax/crew count, and flight type. This section serves as a reference point for coordinating handling services effectively.
5. Bulletin Board: This section serves as a communication hub, displaying important announcements, updates, or alerts related to the handling order. It may include notices about specific passenger needs or any other relevant information that could impact the handling process. The bulletin board helps in keeping all stakeholders informed and up-to-date throughout the handling process.

 

Changing order fields

Fields in the order can be modified directly in the order for Users with an access level that allows editing.

• The grey arrows, pointing to the right ( ), indicate that the field is editable or opens a dropdown menu.
• Approved Users can click anywhere on these fields to initiate editing.

There are also icon shortcuts available for quick functions.

• For all other functions, users can click on any of the menu '...' icons on each colored bar to expand and display further options related to the order.

 

Order screen sections in detail

The order screen allows for operations to be performed on the order – adding services, sending movement messages, updating order details, etc. Order reports may be generated and printed from here (Handling request, Handling confirmation, GENDEC/Manifest, Pro forma/Receipt, and any other documents that may be set up).

Each order screen has several sections that are separated by different colored bars. Each of these areas contains various details for the order, these sections are outlined below:

 

The ‘Handling’ bar order section

This order section contains (as applicable):

• Title including the order number | Reg | Order Status | Order Type
• Aircraft registration (including aircraft type, MTOW, handling category)
• Parking Information
• Aircraft Operator
• Trip support provider
• Operator’s request number (if applicable)
• Quick link shortcuts including:
  • View Crew/Pax
  • View Classic Ops layout of order
  • Add blank related order
  • View Audit log of order
  • Order menu for additional options.

 

Aircraft registration

To update the registration of an order, click anywhere within the grey highlight on hover:

• Update operator/debtor when changing registration: When changing the registration of an order, you may require the operator/debtor to update from the new registration’s defaults. Ensure the ‘update operator/debtor when changing registration’ box is checked. Unchecked will result in the original registration’s operator/debtor remaining.
• Aircraft registration: The registration for this order. This field searches all registrations within FBO One.
• Aircraft operator: The operator for the order, the default for the registration will show here. This field searches all operator organizations within FBO One. Tip: The registration’s default operator will always show green and the first result when searching.
• Debtor: The debtor for this order, the default for the registration will show here. This field searches all debtor organizations within FBO One. Tip: The registration’s default debtor will always show green and the first result when searching.
• Form of payment: The default form of payment for the debtor will display here. A drop down of all forms of payment will show when clicked. Note: If the debtor has no credit for a form of payment, then (Invalid) will show in red, to indicate it should not be used.
• Change billing remarks: Clicking here will expand to show the Billing remark and Debtor order remark for editing.
• Shortcuts to ‘View aircraft details’ for editing the registration and the ‘Audit log’ for registration user changes are found below.

 

Parking position

The ‘Parking position’ indicates the current position of the aircraft. This position may be pre-assigned before arrival.

To update the position of an order, click anywhere within the grey highlight on hover:

 

• Select a parking position: Only shows before the aircraft has arrived or if no previous positions have been set. This field allows for searching of parking positions.
• Current position: This is non-editable, showing where the aircraft is currently parked only.
• New position: Only shows after the aircraft has arrived and if a parking position has already been set. This field allows for searching a new position.
• On blocks: This is the time at which the aircraft was at its new position. This field only shows if a current position exists. Note: This date/time cannot be set in the future and cannot be set after the departure time.
• Parking history: This will show all previous parking positions and the time the aircraft spent at each area.
  • 
  • This ‘Parking history’ is updated from position changes with on-blocks and off-blocks times. To edit each position’s timings, ensure the ‘Actual off-blocks time’ is inputted for the previous position to end the duration. The new position will require ‘Actual on-blocks time’ to show the start of parking for the position. Positions can also be changed and deleted here if added incorrectly.
  • Ensure that DD/MM/YY HH:MM format is used for entering times.
• Audit log: Log of all position changes can be found here.

 

Aircraft operator

The ‘Aircraft operator’ indicates the current operator assigned to this order.

To update the operator of an order, click anywhere within the grey highlight on hover:

 

• Aircraft operator: This field searches all operator organizations within FBO One. Searching by name or contact code is possible.
• Shortcuts to ‘View operator’s details’ for editing the operator details and the ‘Audit log’ for operator changes show below.

 

Trip support provider

The ‘Trip support provider’ indicates the current support provider assigned to this order.

To update the support provider of an order, click anywhere within the grey highlight on hover:

 

• Trip support: Trip support provider for this order. This field searches all support provider organizations within FBO One.  Searching by name or contact code is possible.
• Shortcuts to ‘View provider’s details’ for editing the trip support provider details and the ‘Audit log’ for trip support changes show below.

 

Operator’s request number

The ‘Operator’s request number’ indicates the request number assigned to this order. This detail is mainly used by third-party imports (Netjets, FlightBridge), but can be edited to show a number requested directly from the operator.

To update the request number of an order, click anywhere within the grey highlight on hover:

• One number for both arrival and departure / Separate numbers for arrival and departure: These radio buttons allow input of either one request number for both flight legs or separate numbers for each arrival and departure flight legs.
• Operator’s request number: A free text field to enter the request number provided.
• Arrival/Departure Operator’s request number: A free text field to enter the request number provided. These fields only show if ‘Separate numbers for arrival and departure’ is checked.

 

Handling bar icon shortcut functions

Shortcut icons are shown on the top right of the ‘Handling’ bar. These icons allow for quick access to the following:

  Set parking: This icon will only show if no current position has been set for the order. It is a quick link to set a parking position.

Edit crew/pax name list: This icon is a quick link to the Crew/pax page to edit and update crew and passenger details for the arrival and departure leg of the order.

View classic order page: This icon is a quick link to the Classic Ops user interface for this order.

Create a blank related order: This icon is a quick link to creating a blank related order. This can be useful for sending a follow-up invoice for the same flight if services were forgotten on the initial invoice.

Audit log: This icon is a quick link to the Audit log of the entire order.

Menu: This icon opens a drop-down list to add missing ‘Handling’ fields.

 

The ‘Order’ bar order section

This order section contains:

• Workflow state
• Reports
• Debtor’s order number
• Billing remark
• Debtor
• Taking payment
• External remarks / Internal remarks
• Custom values
• Add services / Quick-add product list
• Quick link shortcuts (can include):
  • Create External Remark
  • Edit Order
  • Add multiple services
  • Move services
  • Delete services
  • Copy Order

 

Workflow state

The ‘Workflow state’ indicates the current status of the order and the order type.

• To update the state of an order, click anywhere within the grey highlight on hover:
• Each state can contain transitions to progress the order or move back to a previous step. The configuration of the workflows will be dependent on the FBO processes and ways of working.
• The (Re)Confirm transition allows for sending a movement messages or handling confirmation to the operator/trip support provider.
• NOTE: Available workflow steps are explained later in this manual. 
• Shortcut to the ‘Audit log’ for each workflow change can also be found below.

 

Reports

The ‘Reports’ field allows the generation of regularily used reports that directly use the order’s data. Order reports are created or edited in the administration reports area. Below is an example of the reports that may be included:

 

• Gendec: Provides a summary of general declarations for customs and immigration purposes.
• Manifest ARR: A list of all crew and passengers (with passport details) arriving.
• Manfest DEP: A list of all crew and passengers (with passport details) departing.
• Handling confirmation report: The main confirmation report that is sent to the customer on confirming the order.
• Receipt: A detailed list of all chargeable services and fees for the order.
• Send receipt by email: Function to send the Receipt report directly to the customer.
• Note: 

 

Debtor’s order number

The "Debtor's order number" is a the reference provided by the debtor for this order. It appears on the handling confirmation and receipt/invoice. It is a free-text field.

To update or add the debtor's order number:

1. If none exists, access the edit order field via the 'Order bar menu' icon. OR
2. Click within the grey highlight on hover to edit the free text field.

 

Billing remark

The "Billing remark" (E.g. Pro Forma only.) is a free-text remark displayed only on the receipt/invoice.

To update or add the billing remark:

1. If none exists, access the edit order field via the 'Order bar menu' icon. OR..
2. Click anywhere within the grey highlight on hover to edit the remark.

 

Debtor / Form of payment

The term 'Debtor' refers to the current organization assigned to this order and the current form of payment for the order. This information is populated from the registration defaults.

To update the debtor of an order or process payment, click anywhere within the grey highlight when hovering over it:

• Cash or offline card payment: Use this option to process standard payment for the order.
• Select pre-payment: Use this option if the payment is to be allocated to an existing wire transfer.
• Set debtor and form of payment: Use this option to change the debtor and the current form of payment.
• Clear form of payment: This option is available only when a payment type has already been chosen. It allows you to clear the current form of payment.
• At teh bootom of the list you can find shortcuts to 'View debtor's contact details' for editing the debtor and the 'Audit log' for reviewing debtor/payment changes.

 

External remarks / Internal remarks

The 'External remarks' refer to free-text remarks that are included in the handling confirmation sent to the customer. These remarks are used to add requests and questions for the customer when confirming a flight.

The 'Internal remarks' are also free-text remarks, but they are intended for internal use only and are never communicated to the customer. These remarks are useful for adding comments about the customer or providing internal instructions.

To update or add the debtor's order number:

1. If none exists, the create remark icons will appear in the 'order' title bar. Red for external as a warning not to confuse the two.

 

2. OR..Click within the grey highlight on hover to edit the free text fields.

NOTE: Clearing all text within the area before selecting 'OK' will delete the remark:

 

Custom values

'Custom values' refer to fields that have been pre-set or display specific non-standard information related to the aircraft registration or organization.

Example - Prior Orders: This particular custom value cannot be modified by the user. It represents the total count of all completed orders associated with an aircraft registration. Over time, this count will increase. A value of 0 indicates that the aircraft registration is visiting for the first time and the current order is its first.

 

Add services / Quick-add product list

The main area for adding ad-hoc services to an order. A selection of services can be added as quick-add tiles.

All services may be searched by clicking ‘Add service – Find product’ for a complete list.

 

Order bar icon shortcut functions

Shortcut icons are shown on the top right of the ‘Order’ bar.

• Add Internal/External Remarks: See Above section
• Edit Order: Opens the Order details page to edit for editing any of the order fields.
• Add multiple services: This icon is a quick-link to the ‘Add multiple services’ function to add a number of services at the same time.
• Delete Services: This icon is a quick-link to the ‘delete services’ function to remove one or more services in one action.
• Move services: This icon is a quick-link to the ‘Move services’ function to move services to another order or to a blank related order.
• Copy Order: This icon opens the create order screen pre-filled with the same details which can be edited before saving. The new order will inherit the same settings, workflows, and products.
• Menu: This icon open a drop down list to add missing ‘Handling’ fields. Editing in the Classic Ops screen and the Audit log can be found here.

 

 

‘Product/Services’ bar Order section

This section presents a comprehensive list of services that have been added manually or automatically, (e.g Airport Fees). It offers an overview of all fees linked to the order and provides the current status of each service.

• Icon / Product Code: Each service can be assigned an icon to indicate its purpose. The colour of the icon represents the current status of the service.
  • Red = to do (not finished)
  • Green = done (finished)
  • Grey = auto-add or no workflow.
• Product/Service Workflow state: The 'state' indicates the current status of the service. Similar to an order, a service may have multiple steps that need to be completed. Each state can be progressed by clicking anywhere on the service line.
• Remarks: The remarks section includes the service delivery date/time, supplier information (supplier, supplier number), and internal/external remarks. Any changes to the remarks should be made either in the service workflow or by using the 'Edit service' function.
• Quantity / Unit price / Amount: This section displays the quantity, price per quantity (unit price), and total amount (quantity * unit price).
• Form of payment: The form of payment associated with the service will be shown here (taken from the debtor).
• Total charges: The total amount of all charged services will be displayed here. The tax breakdown will only be shown on the receipt/invoice.
• To view the total taxes and tax codes, click the arrow next to 'Product'.

 

 

‘Arrival’ / ‘Departure’ bar order sections

The arrival and departure area represents the arrival and departure flight details for the order. Each detail can be changed on click.

 

Date / Time

• Scheduled time of arrival/departure: The date and time provided by the user. This time should be adjusted for any updates.
• Estimated time of arrival/departure: This field should be left empty. CFMU/Eurocontrol will automatically update this time.
• Actual time of arrival/departure: This date and time will be updated when the aircraft has arrived/departed.
• Airport slot: The date and time of the airport slot. This is only applicable if airport slots have been assigned. User input required.
• Airway slot: The date and time of the airway slot. This is automatically updated by CFMU/Eurocontrol and should not be manually updated.

 

All other fields

• Flight number: The official call sign or flight number assigned to each leg. It is important that this matches the flight plan in order to facilitate CFMU updates. Please note: The flight number may be the same as the aircraft registration number.
• Origin/Destination: The ICAO station code representing the location from which the aircraft is departing or arriving.
• Flight type: The designated type of flight for each leg. It is crucial to select the appropriate flight type based on the purpose of each flight.
• Pax/Crew: The number of passengers and crew members on board for each flight leg.

 

CFMU/Eurocontrol link

 

CFMU/Eurocontrol will automatically update the estimated time of arrival (ETA) and estimated time of departure (ETD) for each flight, provided that the flight number is correct. The current status of CFMU can be found at the bottom of each leg. By clicking on 'View flight tracker data', you will be able to see the most up-to-date updates:

Tip: For imported flights (Netjets), you can find the original PDF request for download in the 'Flight tracking' section.

 

‘Bulletin board’ bar order section

The bulletin board area provides a platform for attaching messages to an order. Messages may originate from the registration, organization, or station. Each message is timestamped with the date of the last edit and can be deleted if necessary.

 

By clicking on any message, you will be presented with the following options:

• View/Edit message: This option allows you to access the message details for editing and deletion.
• Audit log: This option grants you access to the message audit log, which displays all changes and previous versions of the message.

 

Bulletin board bar icon shortcut functions:

• Message Addition: This option opens the 'Add message' screen with the default category set to 'Alert'.
• Planboard Message Addition: This option opens the 'Add message' screen with the default category set to 'Planboard message'.
• Menu: This menu provides access to the 'Add message' and 'Add planboard message' options, as well as instructions for using the 'Email to order's bulletin board' feature.