The front office process

In this exercise you'll go through the first part of the front office process for the first handling order created in the creating orders exercise.

Goals of this exercise

  1. To understand the concept of workflows for the order
  2. To understand the concept of workflows for the services
  3. To understand the sorting in the plan board
  4. To know where to find the order status

Exercise overview

For the PHKBX order, order the catering and transport, then confirm the order to the client.

Set the PHKBX order to 'arrived' and check the way the plan board changes.

Step by step

Two services of the PHKBX order we have now could (and probably should) be ordered right away: the catering and transportation FBO One lets you send the supply orders to the suppliers directly from the system. Both in the order grid and in the order details screen, the system indicates the work on these services has 'not started' yet:

Let's order the catering first. To do that from the order grid, click on the 'CATERING...' link. This will open the service details screen. On the left you see the 'Order catering link'. To do that from the order details screen, just click the 'Order catering' link in the task tab.

You'll want to check the 'email to supplier' checkbox (and as we're in a test system no mail will be send so you can safely do so). Notice a supplier has already been assigned to this product, so the system knows the email address. The credit warning tells you that you need to ask for cash or credit card payment from your customer. After you click OK the supply order will be send out to the supplier automatically:

After the supply order has been sent, the status of the service in the system changes, as will be shown in the order grid and order details screen:

The catering is now 'Ordered' and the possible next steps have been changed as well.

Now you can order the limo in exactly the same way. And again, you'll see the new status is shown in the order screen, and the next steps change as well.

This way, FBO One can keep track of the status of every individual service of any order. Of course, these steps will be recorded in the log as well so later on you can always see who ordered the catering or limo and when.

Confirming the order

Next step would be to confirm the PHKBX order to the client. FBO One can send an email confirming the order to the client automatically. This can be done from the order detail screen as well. As you can see below, the current status of the order is 'REQUESTED' and the next step would normally be to confirm the handling to the client. Once confirmed the status of the order will change to 'CONFIRMED' of course.

A click on 'Confirm handling' will show the confirmation screen:

The screen will automatically suggest the email addresses of debtor (and if relevant also operator and trip support provider) so you just have to check them, and will allow you to add additional email addresses and/or edit the external remarks that will be shown on the confirmation as well. The document that will be mailed to the debtor is the handling confirmation report that will be shown on screen as well.

Ok, now this order is confirmed let's have a look at the NetJets order. Interestingly, some services have already been added here automatically by FBO One. The system can add services automatically based on order type (like handling fees for handling orders) and debtor (like here the default NetJets services):

As you can see, the 'newspapers' and the and the 'hot water/ice/coffee' do not have a 'place order' step, as the coffee is normally an in-house service and the newspapers are ordered separately on a daily basis. These services just have a 'completed' step to indicate they have been boarded. Now order the TAXI for the CSDFQ order. Notice this product is configured in a different way, as there is no fixed supplier for the taxi configured like there was for the Limo. Choose for supplier: Amsterdam Taxi Corp and tick the box for an email to the supplier.

Now all services have been ordered, so we can confirm this order too.

The OTC order for PHMSX doesn't have a confirm step, as usually, OTC orders will be requested via telefone on 'confirmed' in the same conversation.


Next will be the arrival of PHKBX. The order status is now confirmed, so upon actual arrival we can mark the order as arrived. In FBO One this is the moment where arrival details are verified and a movement message will be send automatically.

After clicking on 'Aircraft has arrived' you'll see the arrival transition screen:

The actual arrival time has to be entered manually. Usually having an accurate time here is important for pricing and airport reporting. Also, departure times can be corrected here if needed and a parking position can be set. Clicking OK in this screen will automatically sent a movement message to  debtor, operator, trip support provider and airport authorities if they are configured for receiving movement messages.

In the planboard, the color of the bar will change from the 'confirmed' status:

to the 'arrived' status:

In this example we have only two orders, but when there would be more it would be clear that the orders are still sorted on arrival time. The next step will change that, after all the arrival tasks have been performed. In this case we can go directly to the next step, 'Crew left FBO'.

After you click on 'Crew left FBO' the color will change again, indicating all arrival services are done, and the order will be sorted on departure time now:

Finalizing the services

Let's have a look at the PHMSX order now. The GPU service there is 'not started'. When the GPU is connected, we can click 'in progress' so FBO One can record the start time of the service.

By default the time will be the current time, but you can change this if needed of course. For the test, let's say the GPU was actually connected something like 40 minutes ago, so change the time accordingly.

On the PHKBX we're almost ready to depart - in a few hours would be realistic, but lets make this a quick turnaround - we need to look at the services again. At some point the catering will be delivered so you can board it directly. The catering company will give you the price upon delivery, let's say EUR 89,-. Also the limo driver will have confirmed the order by now so from our point of view this service is completed as well. So go to the orders details screen, and click the 'board catering' for the catering and 'complete' for the limo. The result should look like this:

Notice the state of the services is shown in black now, indicating front office work is done. Also notice the Catering is no longer 'Awaiting price', as we entered the prince in the transition to 'boarded'. If you forgot this, it can easily be fixed by clicking the 'CATERING' link to open the service details screen and then editing the service.

Now that all services of the PHKBX are done, the handling of the order is completed. But the price for the airport fees has not been entered yet. Usually, FBO One will be configured to calculate the airport fees automatically, but in this demo system that's not the case. That's why the airport fees show up on the tasks tab: we have to enter the price in the front office, so we can show the complete pro-forma invoice to the captain.

To enter the price, click on the red 'Awaiting price' link and enter EUR 1255,-. After clicking OK, you'll see the airport fees no longer show up in the tasks tab. You can open the services tab to see them.

Then, click the 'Prepare for payment' link to move the order to the Ready for payment status. Again, in the planboard the color will change.

Now let's get back to the PHMSX, as the GPU can be disconnected again there. In FBO One that event can be easily recorded using the 'complete' step in the GPU workflow. This gives the transition where you can enter the end time (and correct the start time if needed):

This will not only change the status of the GPU service to complete, in black, indicating it's finished, but also automatically calculate the price based on start and stop time, and the configured price for the GPU service. This is visible in the Services tab:

In this case the price is per hour, and 2 hours are charged as the quantity is always rounded up. Of course, the GPU product could have been configured in a different way, for example to charge per 15 minutes or even per minute.

Payment and departure

The PHKBX is completely handled now and ready to depart. When the captain shows up, we can print the pro-forma invoice (handling order) for him, and either accept a payment or decide to invoice later. In either case, in FBO One the next step is 'Payment completed'. You can acces this screen by clicking 'Process payment'. As the transition screen indicates, this actually just records the form of payment (cash or invoice) in FBO One, so in accounting it is clear whether or not to send an invoice, and if a payment has been accepted what kind:

As you can see, if a client has no credit a red warning text is shown, to indicate payment should be done in cash. Also, the system knows the price for the LIMO is not known yet, and offers to split the order. We'll do that, so just check the 'split order' checkbox here.

After clicking Ok the handling order (pro-forma invoice) will be shown on screen.

Next, the actual departure can take place. To record that, just click the 'Aircraft has departed' link in the orders details screen. Just like upon arrival, this screen allows you to enter the actual departure time and other departure details, and again the color of the order in the planboard will change:

And after departure:

Although the aircraft has departed now, it's still visible in the planboard, and some changes are still allowed. Normally there is only one thing left to do and that is move the order to the back office, via the 'registered' state. To do this, just click the 'register' link in the order screen, and the order will disappear from the planboard:

Now you can do the payment and then register the PHMSX order as well, as all services are finished there.

And finally, go over the entire process for CSDFQ. If you feel like it, try to add some extra services there, to see how they work.

Next exercise

The front office process 2