FAQ

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

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

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

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

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

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

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

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

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