The Back Office screens in FBO One (Orders, Invoices, Entries, etc.) apply a small set of default filters automatically whenever you open the page or log back in. This is expected behavior, but it can catch users out if they aren't aware of it – for example, an order or invoice you are looking for may simply be hidden by a filter rather than missing from the system.

Why default filters exist

Without default filters, a Back Office list would try to show every record ever created, including old, archived, or already-processed items. To keep the screens fast and usable, FBO One automatically applies a small number of default filters, typically:

• Workflow state – hides records that are in an end state (for example, fully archived orders), so you are not shown records that no longer need action.
• Date from – hides records with a date before a certain cut-off, so older historical records do not clutter the list.

Common symptom

A user searches the Back Office for an order, invoice, or other record and cannot find it, even though it definitely exists. This is often because:

• The record falls outside the current Date from filter (for example, a service that needs to be charged later than usual, or a document being processed after a delay).
• The record is in a workflow state that the default Workflow state filter does not display.

How to resolve it

1. Open the relevant Back Office screen (Orders, Invoices, Entries, etc.).
2. Check the filter bar at the top of the list for a Date from field and a Workflow state field.
3. Clear or widen the Date from filter, or set it to an earlier date, to include older records.
4. Adjust or clear the Workflow state filter if you need to see records in other states (including archived/cancelled).
5. Re-run the search. The record should now appear.

Important notes

• If you change or clear these filters and then navigate away and back to the same page, your adjusted filter settings are usually retained.
• However, once you log out and log back in, the default filters are reapplied. If you regularly need a different default (for example, because you often process third-party charges added well after the original order date), you will need to re-adjust the filter each time you start a new session.
• There is currently no setting to permanently change the default filter values for these Back Office screens.

Tip

If you are billing for services or charges that are added to an order well after the original order date, get into the habit of checking and widening the Date from filter first whenever an order does not appear where you expect it – this is one of the most common causes of "missing" records in the Back Office.