FBO One can automatically import handling requests (and updates!) from NetJets. The Netjets link performs the repetative tasks like updating all the flight details, requested services and crew/pax details.
How it works
While FBO One handles orders with two flight legs each, Netjets plans separate flight legs. That is why the procedure is a bit complicated. First of all, because we combine two Netjets request numbers in a single FBO One handling order, the Operator's handling number in FBO One will have two Netjets request numbers:
These request numbers are used by the Netjets import to link the new data to existing orders in FBO One. On import FBO One 'reads' the Netjets orders and for each order number:
- if it is unknown in FBO One, creates an order with this flight data
- if it is already known in FBO One with the same registration: updates the services if needed
- if it is already known in FBO One with another registration: splits the order in FBO One, to be able to set the new registration for this movement in the new FBO One order
Finally, if after this process arrival only and departure only orders for the same registration are left, they are automatically merged to a single order.
More, the link checks if on the FBO One planboard there is an existing handling for the same aircraft registration that Netjets is sending.
If the handling already exists on the planboard but it doesn't have any request numbers set, this handling will be updated with the Netjets request details.
We do this for the following reasons:
- we see more and more that Netjets uses third party operators
- users sometimes receive these requests first from the third party operator and create an order in FBO One
- Netjets also starts sending updates for such flights, which are now identified based on the registration instead of the request numbers. This prevents duplicates
- If Netjets is the first one to send the request, and user updates the operator and debtor in FBO One. The link now continues to update the order and no longer creates a duplicate
The Netjets link has have the following behavior when processing a request:
- If the request registration is new in FBO One.
- the link will create the registration and add a BB message that this registration needs review
- the link will use Netjets as operator/debtor for the newly created handling order with this registration
- If the request registration is not new and existed previously in FBO One
- The link will check if Netjets is a default operator/debtor for this registration.
- If Netjets is not a default contact, the link will ignore Netjets and rely on the FBO One to select the default operator/debtor of the requested registration
- If Netjets is a default contact for the given registration, Netjets will be used as an operator/debtor
- If the handling request is updating an existing handling order in FBO One
- flight details, services and crew/pax are refreshed
- registration is updated
- if the registration is not changed by the handling request update, the link is not touching the handling's operator/debtor which may have been updated by the user
- if the registration is changed, the link will refresh the operator/debtor to match the defaults of the new registration
- if the registration is new for FBO One, the link will not set the operator/debtor and expects the user to review the new registration and set the correct operator/debtor.
- If this handling request triggers FBO One to move the leg (typically the departure) from one existing handling to a new handling. For example departure is to be cancelled
- the link will create a new handling order and set the same operator/debtor of the existing handling.
Crew and passengers
In the crew/pax page of the order details screen, the imported crew and passenger details are displayed. For privacy reasons the names are truncated. Click on the edit link to open the details. The remarks field can be used to manually add some extra information.
What still has to be done manually
When handling requests are automatically imported into FBO One by the Netjets link, it does not mean that operations does not need to do anything anymore.
Review order changes
When the email has been imported, changes are indicated with a closed ‘N’ envelop. The ‘N’ stands for Netjets updates.
By clicking on the envelop the Netjets updates are displayed in the third-party log of the order details. This screen provides a list of all the changes imported by the Netjets link. To mark the changes as reviewed, click on the OK button. When all changes are reviewed, the plan board will display an open envelop indicating that there are no unreviewed changed.
To keep you notified about new changes, it is best practice to always open all envelopes.
For each service requested by Netjets a separate ‘service request’ service is added to the order. The details are imported in the remarks and the supplier order number is also automatically imported.
Important: the actual services need to be added and maintained manually. If done, the workflow state of the service request needs to be set to 'Complete' to notify the team that the related service has been added or updated.
Review cancelled requests
Cancelations are also automatically imported into FBO One. The canceled orders are visible in the plan board as a gray bar.
Orders are not automatically canceled, but set to the workflow state ‘to be canceled’. This way the order is still visible in the plan board and the operations must handle the cancelation manually. Slots might need to be released and third-party services need to be canceled with the supplier. When this is complete, the operations can cancel the order in FBO One.
Arrival or departure?
When adding the services it is important to indicate if they are arrival or departure related. When an order is split due to a registration change or cancellation, the services are also moved with the arrival or departure leg. To prevent that the services are split to the wrong order, please ensure that the arrival/departure indicator of the service is correct.
Crew services should always be arrival related. This prevents that they are split when the departure changes due to a cancelation or registration change. Pax services should always move with the request number. Pax services for the inbound request number should be added as arrival related. Pax services for the outbound request number should be added as departure related.
Correct duplicate orders
When the operator's handling order numbers (or debtors order number in previous versions) are not configured as described in the previous paragraph, the imported handling requests cannot be matched with the orders already present in FBO One. This results in duplicate orders, one that is manually entered by operations and one that is imported by the Netjets link.
To fix this you need to execute the following steps:
- enter the operator's handling order number into the manually created order (this ensures that this order is updated with the next import)
- clear the operator's handling order number in the order created by the Netjets link (this will prevent that this order is updated with the next import)
- move any imported services that are not yet present in the manually create order
- cancel the order created by the Netjets link
Services are removed from the order
When an outbound leg is cancelled by Netjets, it is split from the order and placed in the ‘to be cancelled’ state. OPS must always carefully review these to-be-cancelled orders. Don’t “just” mark them as ‘cancelled free of charge’ but review any services in the to-be-cancelled order and use the ‘move services’ command to move them to the inbound leg when applicable. Only then, cancel the order. Discuss within your team that this is important.
Each service has an Arrival (A) or Departure (D) indicator. When creating ramp services, especially for Netjets flights, make sure that the services are created with the proper A or D indicator. Some services are marked as D by default. This is configurable per product, see the paragraph below. If a service is marked as Departure, ops must take care to edit this setting after the service is created, to make it an arrival service. This can be done using the ‘Edit Service’ command. This will prevent the service from moving to the to-be-cancelled departure leg when the departure is cancelled.
Left over orders
Sometimes, a cancellation of a Netjets orders is missed or for some other reason a Netjets order stays in the planboard while it should actually have been cancelled already. Usually there is a departure only order in the next few days, without an arrival. Or a planned arrival that never shows.
The way to check this is use the Netjets request number of the order, and find out whether this number should still be active or not, using input from Netjets. If it should be active, you can correct the order details, if not it can be cancelled (don't forget to check all services in such a case)
FBO One uses the bulletin board to notify about errors that occur during an import.
When the Netjets link fails to import one or more legs, for each request a bulletin board message is created. The message contains information about the leg that could not be imported and a detailed description of the error. With a link to the handling request document the operations can manually enter the leg information in FBO One.
If the order was found, the message is created on the order bulletin board. Else the message is created on the front office bulletin board.
To solve an error like that, enter the Netjets request number in the open order search box to find the related order in FBO One. If no order has been found, search for open orders with the same registration. Possibly you can update an existing order.
Orders that are not imported by the Netjets link can be added manually. By entering the request number in the operator's handling order number, updates should be automatically imported the next time.
How to check the automated process / find errors
View last imported handling request
In the Flight tab in the order details screen a link to the last imported handling request document is available. Also the timestamp of when the document has been imported is displayed. By clicking on the link, the handling request PDF can be opened.
How to activate the Netjets link
To activate the Netjets link the following tasks need to be executed:
Debtor key configuration
To match the Netjets handling requests with a correct organization in FBO One, the handling request debtor key of the Netjets contact should be configured as ‘Netjets EU’.
Correlation group code configuration
The FBO One Robot reads messages from the FBO One Queue. To ensure that only fbo location related messages are processed, each fbo location must use a unique correlation group code: ICAO code-Fbo name = EGLC-JET CENTRE
The correlation group code needs to be configured in the Administration - Fbo locations - Settings screen.
The correlation group code must match the text in the top left of the NetJets faxes exactly:
In the XML file the ICAO code and the name of the FBO are separated:
If the strings don't match, they won't be imported and the Netjets link won't work.
Configure crew types
All crew types used by NetJets should be defined. If a crew type Netjets is using doesn't exist in FBO One, there will be problems importing requests using that crew type.
Check if the SERVICE REQUEST product exists
The Netjets robot uses the internal remarks field of this product to display the service requests from Netjets, for example catering or newspapers. The product can only be called SERVICE REQUEST and cannot for example have a FBO location identifier, such as SERVICE REQUEST AMS.
Enter operator handling order numbers for pre-existing open orders
The Netjets link matches existing orders in FBO One based on the Netjets request number. If the flight is an arrival, the request number must match with the first part of the operator's handling order number. For departures the second part must match. The convention to use the debtor order number is “arrival nr/departure nr”, like “12354/12385”.
To ensure that the open orders from Netjets will be updated by the Netjets link, the operator's handling order number needs to be filled in correctly to match the request number from Netjets. If no match is found, a new order will be created.
Orders created by the Netjets link automatically contain the request number in the operator's handling order number.
Enable the Handling request importer robot
To process the messages from the FBO One Queue, the HandlingRequestImporter Robot needs to be enabled. This can be configured in the Administration - Robots screen.
Send Netjets emails
Let Netjets send a copy of the handling request emails to Amsterdam Software. Each customer has a dedicated email address to receive the handling request emails.
Relate all ramp services to the arrival by default
If a service is marked as departure-related, the service will be removed from the order when the departure leg is cancelled. Typically this is undesirable for ramp services like GPU. Even when the departure leg is cancelled, any ramp services provided still need to be charged. Therefore it is best practice to configure all ramp services as being related to the arrival by default. You can do this using the edit product command, in the arrival/departure settings section.
HandlingImporterDeleteCancelBehavior (default CancelHandling): this setting controls how the handling importer should act when the ground handling request is re-assigned to a new registration, or it is partially cancelled. In this case, a new handling order is being created to accomodate the request and the original order can be cancelled without further review by OPS, to be cancelled by OPS (and reviewed), automatically deleted. Setting values are:
- CancelHandling - handling is put a backoffice end state: Cancelled by Handling Importer
- SetToBeCancelled - handling is moved to the Font Office state 'To be cancelled' which allows OPS to review and make manual correction to the left over handling
- DeleteCascade - handling is deleted from FBO One
'Cancelled by handling importer' and 'Set to be cancelled' are special workflow states that must be configured when setting up the Handling Importer link and must be specified at the Handling order workflow that the importer uses.
Handling orders 'Cancelled by handling importer' can be found via the Back office page
HandlingRequestImporterTakeAircraftContacts (default true): the link uses this setting to ensure the operator/debtor configured in FBO One as a default contact for the requested registration is being used. This check is not performed if the registration is a new registration. In case the registration is new, the link will use Netjets as an operator/debtor. If the registration exists in FBO One, the link will ignore Netjets and take as operator/debtor for the new handling order the default contacts of the registration. We do this because the XML file we receive from Netjets does not contain information about billing.
HandlingRequestImportUpdateExistingLegIfInTimespan (default 8h: 0.08:00:00) . When importing a request and finding an existing handling order on the planboard which is manually created by the user for the same registration, always check first if the leg is within 8 hours timespan. This is to prevent that the link will update an existing leg which is for a different handling on the same registration as the new request. If the leg is not within the 8 hours time window, the link will create a new handling order.
— FBO One can automatically import handling requests (and updates!) from NetJets. The Netjets link performs the repetative tasks like updating all the flight details, requested services and crew/pax details.