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FAQ
Articles in response to frequently asked questions
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38 articles in this collection
Written by
Nick Kewney,
Raymond Carrel,
Natalie Dryburgh
and 1 other
Is there anything I should do before deactivating a user?
One tip to make transferral of records easier.
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Written by
Raymond Carrel
Updated over a week ago
Why shouldn’t I delete invoices? HMRC GUIDELINES
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Written by
Michaela Gormanova
Updated over a week ago
Can I change my username?
Information on changing your user details in the event of a change of name
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Written by
Raymond Carrel
Updated over a week ago
Excel: How do I convert numbers from scientific notation?
How to format large numbers in a more useful way
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Written by
Raymond Carrel
Updated over a week ago
Can I search for an asset by MSISDN / service asset / mobile number?
The global search supports searching on this field
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Written by
Raymond Carrel
Updated over a week ago
Can I delete notes created by another user?
Users can delete other users' notes only if they have a specific customisation enabled
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Written by
Raymond Carrel
Updated over a week ago
Which notifications are useful for a finance team?
A summary of a few notification schemes that may be of use to members of a finance team
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Written by
Raymond Carrel
Updated over a week ago
How do I keep track of unreconciled invoices?
Information on setting up work stacks to highlight invoices that have not been reconciled
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Written by
Raymond Carrel
Updated over a week ago
What triggers a change in the Last Updated column of the All Customers report?
There are several actions that will cause this date to change
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Written by
Raymond Carrel
Updated over a week ago
How do I find a product based on its IMEI or serial number?
This number is stored in several places in The Layer, and is searchable
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Written by
Raymond Carrel
Updated over a week ago
How to get support for Layer products
A list of support routes for Layer customers & partners
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Written by
Natalie Dryburgh
Updated over a week ago
Why won't images show in my Knowledgebase article?
Some guidelines on image file names
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Written by
Raymond Carrel
Updated over a week ago
Can I set a default Billing Contact on an invoice?
With the right configuration, a customer contact can be assigned by default to new invoices
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Written by
Raymond Carrel
Updated over a week ago
Is the electronic signature legally binding?
A summary of the justification supporting electronic signatures
Written by
Nick Kewney
Updated over a week ago
Quotations and sales orders
Can I edit a quotation after it's been won?
Certain details can be changed if you have the required user role
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Written by
Raymond Carrel
Updated over a week ago
Why is my quotation still in 'draft' status after being sent?
Some information on quotation statuses
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Written by
Raymond Carrel
Updated over a week ago
How do I add a quotation to the sales pipeline?
Work stacks let you quickly add quotations to the sales pipeline
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Written by
Raymond Carrel
Updated over a week ago
Why has my quotation signature failed?
Find information here on events that may prevent quotation signing
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Written by
Raymond Carrel
Updated over a week ago
How do I cancel a quotation?
How to cancel a quotation that hasn't yet been signed.
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Written by
Raymond Carrel
Updated over a week ago
Can I raise a sales order without a quotation?
You can bypass the quotation stage and go straight to sales order, with or without an opportunity.
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Written by
Raymond Carrel
Updated over a week ago
Presales
Will I lose access to my expiry if my delegated access runs out?
We have provided an option that may help with management of expiries for users with delegated access
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Written by
Raymond Carrel
Updated over a week ago
How do I keep track of a non-managed expiry?
How to log details of a non-managed expiry so that you can follow up on it at a later date
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Written by
Raymond Carrel
Updated over a week ago
What is the difference between a service asset expiry date and a non-managed expiry date?
What we mean when we use these terms, and examples of each type
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Written by
Raymond Carrel
Updated over a week ago
What's the difference between a lead and an opportunity?
The differences between these record types and details on their relationship to each other
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Written by
Raymond Carrel
Updated over a week ago
Customer records
How do I delete a customer record?
How to check if you have the role to delete a customer record
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Written by
Raymond Carrel
Updated over a week ago
Work stacks / browsing sessions
How do I restore a core work stack that has been deleted?
Core work stacks that have been hidden can be easily restored
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Written by
Raymond Carrel
Updated over a week ago
How do I set a date range within browsing session templates?
An explanation of past and future days in a work stack
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Written by
Raymond Carrel
Updated over a week ago
Marketing
How do I configure a mail agent for a marketing campaign?
Mail agents for campaigns must be marked as Campaign Compatible
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Written by
Raymond Carrel
Updated over a week ago
Why is my campaign contact list not importing?
If you are seeing nonsensical symbols in the mapping phase, resave your input file as a CSV.
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Written by
Raymond Carrel
Updated over a week ago
Browsers and Outlook issues
Which browsers are supported?
Details of supported browsers and required browser settings
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Written by
Raymond Carrel
Updated over a week ago
Why does Outlook occasionally detect a problem with the Outlook add-in and disable it?
Changing your Outlook settings can resolve this issue
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Written by
Raymond Carrel
Updated over a week ago
Why can't I scroll horizontally in grids when using Mac OS X Lion or newer?
A simple change to your settings can restore this functionality
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Written by
Raymond Carrel
Updated over a week ago
Passwords and security
How do I resolve an invalid authorisation token issue?
Administrators can resolve most issues with security tokens
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Written by
Raymond Carrel
Updated over a week ago
How do I change the password on my Office 365 maintenance account?
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Written by
Raymond Carrel
Updated over a week ago
How do I update my mail agent password?
A quick guide on how you can change the password of your mail agent
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Written by
Raymond Carrel
Updated over a week ago
How do I resolve issues with an invalid security token?
You may need to clear existing tokens if you are encountering isses with two-factor authorisation.
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Written by
Raymond Carrel
Updated over a week ago
How do I reset my password?
This article covers resetting your password
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Written by
Natalie Dryburgh
Updated over a week ago
Inventory
Why can't I see all product and service fields?
If you can't see certain inventory-related fields against assets or in data capture, you may need to tweak some settings
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Written by
Raymond Carrel
Updated over a week ago