Learning Goals:

• Understand the workflow process for handling orders, including the steps involved from initiation to completion.
• Learn how to confirm or re-confirm handling orders and understand the importance of accurate communication during this process.
• Master the procedure for canceling handling orders, ensuring that all necessary steps are taken to inform the client and update the system accordingly.
• Gain knowledge about Over-the-Counter (OTC) orders and how they differ from regular handling orders, including their limitations and potential conversion to full handling orders.
• Familiarize oneself with the order workflow processing, including the various states orders can transition through and the actions required to move orders from the front office to the back office for invoicing.
• Develop proficiency in navigating order workflows, understanding the significance of each state transition, and ensuring orders are processed efficiently and accurately.

Content:

1. Order workflows.
   • Handling order.
     • Confirming / Re-confirming a handling order.
     • Handling confirmation example.
     • Cancelling a handling order.
     • Handling cancellation example:
   • OTC order (Over the Counter order)
   • Order workflow processing:

Order workflows

Handling order

In order to advance a handling order, users are required to follow the prescribed workflow steps until reaching the final state. By adhering to this process, handling confirmations, movement messages, and order status updates will be automatically generated and sent. Once the order is marked as 'Departed', it is transferred from the front office to the back office using the 'Move to back office' option. This facilitates the invoicing process by allowing the back-office team to proceed accordingly. The workflow options can be easily tailored to suit the specific requirements of each state and transition. Below is an example of the workflow configuration for a typical handling order:

Please note: The states 'Arrived', 'Arrival Completed', and 'Departed' will update the arrival time, deactivate the arrival leg, and modify the departure time. Order workflows can be modified to include additional or fewer stages as needed.

Confirming / Re-confirming a handling order

When acknowledging a received handling request, it is necessary to update the order workflow state from 'Requested' to 'Confirmed'. This can be achieved by selecting the option 'Confirm handling'. If the order details need to be reconfirmed to the customer at other workflow states, the option '(Re)Confirm' should be chosen.

When confirming or reconfirming an order, the handling confirmation screen will be displayed:

• A pre-defined template containing a summary of the handling details will be displayed.
• Order variables are indicated between "~". e.g "~AircraftRegistrationCode~"
• The handling confirmation documentation will be attached.
• This message will be sent to the email address of the operator/debtor, and additional email addresses can be included in the 'Additional email addresses' field.
• Files can also be attached and external remarks can be included with the handling confirmation.
• There is an option to preview the email with the variables converted to reflect the order data.

Please ensure that the email recipients are accurate before clicking 'OK' to send the email confirmation. 

Handling confirmation example:

The preview for the same message:

Cancellation of a handling order

Upon receipt of a request to cancel a handling order, the client can be informed of the cancellation using the 'Cancel' option in the order workflow. It is important to ensure that any services, especially third-party services, are also cancelled as necessary before sending the order cancellation email.

 Please note: Depending on the product settings, a warning may be displayed for any active services that require cancellation.

When cancelling an order, the 'Handling cancellation' screen will appear.

• By default, this screen will send an email to the operator/debtor email address.
• Additional emails can be added, along with any necessary files attached to the handling cancellation email.
• Additional remarks can be added in the 'External remarks' section.
• The PDF cancellation document will be automatically attached to the outgoing cancellation email with the option to add additional attachments.

Before clicking 'OK' to send the email cancellation, please ensure that the email recipients are correct.

Important note: Cancelling an order will automatically move the order to the back office.

To access cancelled orders, please go to the registration or organization connected to the order and choose the 'Orders' tab. You will find a comprehensive list of all orders for the aircraft, including those that have been cancelled.

OTC order (Over-the-Counter order)

In order to progress an OTC (over-the-counter) order, the user must follow the designated workflow steps until reaching the final state. By doing so, the status of the OTC order will be updated accordingly. Once the OTC order is completed in the front office, the user should proceed to the back office and register the order for the Accounts department to generate an invoice. Please refer to the workflow below for a standard OTC order:

Please be advised: An over-the-counter (OTC) order does not provide flight details, except for an optional start and end time. However, an OTC order can be transformed into a complete Handling order, which allows for the inclusion of flight details by selecting 'Convert to Handling'. This option may also be referred to as 'Add Flight' or a similar term.

Order workflow processing:

In order to progress through any order workflow (Handling or OTC), please refer to the top left of the order where you will find the 'Workflow state' information. By clicking on the grey highlight, the workflow menu will open, displaying the available states for transition.

As shown in the example above, a Handling order can transition from 'Requested' to 'Confirmed' by selecting 'Confirm handling'. Changing the workflow will trigger a transition action, which in this case is to send a Handling Confirmation to the customer.

It is important to note that all front office orders must be transitioned to the back office for invoicing upon completion.

• For Handling orders, this is done exclusively through the 'Move to back office' option when the order is in the 'Departed' state, all payments have been made, and all services have been completed.
• For OTC orders, this is done exclusively through the 'Register order' option when all order services have been completed and any outstanding payments have been made.

Note: Moving an order to the back office will remove it from the main Planboard. However, it is still possible to search for the order through the registration's/organization's orders tab or by using the order number when the order is in the back office.