Home
Solutions
New Ticket
Login
IT Service Desk
01392 814455
[email protected]
Mon – Fri 7.30 AM – 5 PM
Home
Home
Solutions
Sign in
Sign up
Search
Solutions
Explore How-To's and learn best practices from our knowledge base.
General
General\Users
10
How to split PDF documents into seperate pages using Google Chrome
Change default application
Create a Signature .JPG
How to create a shortcut to Civica Import
Register ID Card for Condeco
See all 10 articles
Tablet
Tablet\Users
2
Start ID service on both the app and gateway servers
Tething from Laptop to Mobile Phone
Laptop
Laptop\Users
3
How to use a second screen with your laptop
Touchpad on ASUS Laptop is not working
How to use the taskbar in Windows
Mobile
Mobile\Android\Users
8
Adding a Google account for Android devices
Add Email Sony Xperia
Update from supplier
WiFi Calls on Android Mobile
ANDROID - How to locate your Hotspot Network Key
See all 8 articles
Mobile\iPhone\Users
2
Voicemail Dialling Incorrect Number
IOS - How to locate your Hotspot Network Key
CX
CX\Users
37
CX Site can't be reached
Clearing Browser Cache
CX Repairs Orders Pane
CX Repair Create Order button isn't green
Order not going to URM
See all 37 articles
Printing
Printing\Users
1
How to view/set or reset your printer pin
i-Trent
i-Trent\Users
2
White Screen when logging in to iTrent
Clear cache when trying to access iTrent
Internet
Internet\Users
1
How to delete browsing history from Chrome
Mitel
Mitel\Users
5
How to sign into a Desk phone
Mitel External assignment
What to do if someone reports that Mitel drops a call when doing a transfer.
User of ECC gets error "You are logged in on another browser"
No Dialtone when making Mitel calls with Headset
Standard Change
Fresh Service & DevOps
1
Fresh Service & DevOps - Associate a CHN initiated by an INC and create the corresponding DevOps ticket
Address/Asset Changes
9
Cx/Keystone - Correct an Address
Cx/Keystone - Update Postcode
Cx/Keystone - Update Bedroom Number
Cx/Keystone - Change of Storeys
Asset Characteristic Training
See all 9 articles
Contractor/Contracts/SOR Changes
6
Cx - New Contractor
Cx - New Contract
Cx - New Contract Definitions
KS - New Contractor
Cx - New SORs
See all 6 articles
DRS
3
Create a new Skillset in DRS
Adding new sectors into DRS
Updating Existing Sector in DRS
Annual Tasks
5
CX Update Annual Right To Buy Discounts
CX System Calendars
CX Service Charge Calendars
CX Repair Finance Period Calendar
CX Rent Calendar
Forms/Screens/Letters Changes
5
Cx - Adding A Letter with a Word Template
Cx - Setting up digital signatures for LiveWest team members
URM - Change to the Batch Status Updates Screen
Cx - Editing a Word Template Letter
Cx - Verification Items on the CBL/General Housing Application From
SharePoint
SharePoint\Users
0
OneDrive
OneDrive\Users
1
Sharing Files By OneDrive Externally
Adobe
Adobe\Users
0
Outlook
Outlook\Users
15
"Delivery has failed to these recipients or groups"
Creating Contact Groups
Add somebody to Calendar using tablet or phone.
How to add someone to your calendar through Outlook
How to setup a shared calendar
See all 15 articles
Teams
Teams\Users
3
Unable to find Meeting Recordings?
Teams calls to external numbers connect but are muted.
Teams Notifications on your mobile app (IOS)
Skype
Skype\Users
1
Sound not coming out of speakers/headset. Audio device error Skype/Mitel
Word
Word\Users
2
New Word templates not showing
Word Dictionary Issue - Detecting words in French, Spanish etc
Kofax Automation/RPA
Kofax\Users
0
Zoom
Zoom\Users
0
Finance
Finance\Users
0
Office 365
365\Users
3
Closing and reopening Teams
Stop reminders for past meetings in Outlook
Speed or Performance Issues in Outlook
Keystone
Keystone\Users
1
Keystone Foundation Tablet - Issue with Review Date on Asbestos Inspection
SDS Client
SDS Client Config
0
End User Services Team
Mobile - iOS
1
Intune Device Enrolment - iOS
SOTI
0
Convene
Convene\Users
1
Convene - First Time Login
IT Training - Aareon Mobile
Responsive Repairs
1
Aareon Mobile - Responsive Repairs
Electrical Certificates
2
Aareon Mobile - Electronic Certificates (Electricians)
Aareon Mobile - Electrical Certificates (Fire Service Engineers)
Gas Servicing
1
Aareon Mobile - Gas Servicing
IT Training - Civica Purchasing Materials
Purchase Ordering
5
CP - Approve a Requisition
CP - Goods Receipting
CP - Purchase Ordering
CP - Raise a Requisition
CP - Variations
IT Training - Cx Materials
Alert Request Process
6
Cx - Alert Request Case - 1 - Most Colleagues (NOT a VIP Alert)
Cx - Alert Request Case - 2 - Manager Approval (NOT a VIP Alert)
Cx - Alert Request Case - 3 - Admin Team (NOT a VIP Alert)
Cx - VIP Alert Request Case - 1 - Most Colleagues
Cx - VIP Alert Request Case - 2 - Managers Approval
See all 6 articles
Alert Review Process
4
Cx - Alert Review Case - 1 - Appropriate Officer (NOT a VIP Alert)
Cx - Alert Review Case - 2 - Admin Team (NOT a VIP Alert)
Cx - VIP Alert Review Case - 1 - Appropriate Colleague
Cx - VIP Alert Review Case - 2 - Admin Team
Anti Social Behaviour
10
Cx - ASB Case, Amber - 1 - Raise a Case, Manage Tasks, Change Priority Levels
Cx - ASB Case, Amber - 2 - Contacts, Communications, and Incident Catagories
Cx - ASB Case, Amber - 3 - Letters, Forms, and Evidence
Cx - ASB Case, Amber - 4 - Case Report, Legal Actions, and Costs
Cx - ASB Case, Amber - 5 - Lessons Learnt, Closing a Case, and Reporting
See all 10 articles
Asset Disposals
1
Cx - Asset Disposals Case
Building Insurance
1
Cx - Building Insurance Case
Complaints - Most Colleagues
5
Cx - Complaints - Action Tasks
Cx - Close any Feedback Case
Cx - Complaints - Getting Started
Cx - Complaints - Case Actions
Cx - Complaints - Raising a Complaint
Complaints - Service Improvement & Aftercare Team
1
Cx - Complaints - Service Improvement & Aftercare Team
Complete a Form Offline
1
Cx - Complete a Form Offline
Compliance: No Access
3
Cx - Gas : No Access - Action Tasks
Cx - Gas: No Access - Getting Started
Cx - Gas: No Access - Raising a Case
Compliments - Most Colleagues
4
Cx - Close any Feedback Case
Cx - Compliment - Getting Started
Cx - Compliment - Case Actions
Cx - Compliment - Raising a Case
Contact Details
1
Add & Edit Ethnicity, Support Needs, and Language Needs Data
Contractor Access Portal
1
Cx - Contractor Access Portal (CAP)
Decants - Create & End Agreements
1
Cx - Decants: Create & End an Agreement
Edit, Print & Send Letters
0
Estate Management
2
Cx - Estate Management Enquiry
Cx - Tree Enquiry
Exceptional Transfer (Gen Needs & Sheltered)
1
Cx - Exceptional Transfer Process
Extra Care & LD - Start & End Tenancy
1
Cx - Extra Care & LD: Start & End Tenancy
Feedback
4
Cx - Close any Feedback Case
Cx - Feedback - Case Actions
Cx - Feedback - Getting Started
Cx - Feedback - Raising a Case
Garage & Parking Spaces Process
1
Cx - Garage & Parking Spaces Process
General Needs & Sheltered Start/End Tenancy
1
Cx - General Needs & Sheltered Start/End Tenancy
Homebuy: Right to Buy/Right to Aquire
1
Cx - Homebuy: Right to Buy/Right to Aquire
Homeownership: Start & End Tenancy Agreement
2
Cx - Homeownership: Create Agreement
Cx - Homeownership: End a Tenancy
Income Recovery (Arrears)
1
Cx - Income Recovery (Arrears)
Lettings - Death of Customer Actions
3
Cx - Death of Customer - Lettings Actions
Cx - Use & Occupation: Create Agreement
Cx - Use & Occupation: End Agreement
Liabilities Insurance
1
Cx - Liabilities Insurance
License & ASTs - Start & End Tenancy
1
Cx - License & AST Start & End Tenancy
Market Rent: Start & End Tenancy
1
Cx - Market Rent: Start & End Tenancy
Missing Child Case
6
1 - Missing Child - Raising the Case
2 - Missing Child Case Tasks - First Contact Successful
3 - Missing Child Case Tasks - Child Contacted but does not Return
4 - Missing Child Case Tasks - Child Missing
5 - Missing Child Case Tasks - Child has Returned
See all 6 articles
Mutual Exchange
1
Cx - Mutual Exchange
No Access
1
No Access: Health & Safety
Non ASB Tenancy Breach
4
Cx - NATB - 1 - Raise a Case & Change Priority Level (Green)
Cx - NATB - 3 - Letters, Forms and Evidence (Green)
Cx - NATB - 4 - Case Reports, Legal Actions & Costs (Green)
Cx - NATB - 5 - Lessons Learnt, Closing a Case, and Reporting (Green)
Qualifying Repairs - Shared Ownership
1
Cx - Qualifying Repairs - Shared Ownership
Raise & Process Repairs
5
Cx - Raise and Process Repairs
Cx - Raise IMS Repairs - Block
Cx - Raise IMS Repairs - Individual Unit
Cx - Raise IMS Repairs - Scheme
Cx - SoRs & repairs Wizard
Rent Service Charge
2
Cx - Service Charge Calculations
Cx - Service Charges Configuration
Safeguarding - Most Colleagues
5
Cx - Creating a Safeguarding Case
Cx - Link to Other Cases
Cx - Manage Tasks (Where Incidents Involve Colleagues)
Cx - Manage Tasks
Cx - Raising a Safeguarding Concern
Safeguarding - Safeguarding Leads
1
Cx - Reviews - Serious and Domestic Homicide
Scaffolding
1
Cx - Scaffolding - Create, Action & Complete a Case
Section 20 Consultation
3
Cx - Section 20 Consultation - Long Term Agreement
Cx - Section 20 Consultation - Qualifying Works Under Long Term Agreement
Cx - Section 20 Consultation - Qualifying Works
Shared Ownership - Sub Letting
1
Cx - Shared Ownership: Sub Letting
Supported Housing - Long Term Service
9
Cx - Long Term Service - 1 - Updating Customer Contact Details
Cx - Long Term Service - 2 - Creating & Managing an Assessment Case
Cx - Long Term Service - 3 - Create & Manage a Support Plan Case
Cx - Long Term Service - 4 - Accessing Cases
Cx - Long Term Service - 5 - Reassigning Cases
See all 9 articles
Supported Housing - Short Term Service
10
Cx - Short Term Service - 1 - Putting a Support Applicant onto Cx
Cx - Short Term Service - 2 - Creating an Assessment Case
Cx - Short Term Service - 3 - Viewing & Customising the Task Grid
Cx - Short Term Service - 4 - Completing Assessment Case Tasks
Cx - Short Term Service - 4.1 - Applicant Not Eligible for Service
See all 10 articles
Tenancy Management - Admin Tasks
6
Cx - Death of Customer: Succession
Cx - Fixed Term Tenancy Review - Admin Tasks
Cx - Joint to Sole - Admin Tasks
Cx - New Tenancy Review - Admin Tasks
Cx - Pet Registration
See all 6 articles
Tenancy Management - Homeownership
1
Cx - Death of Customer: Homeownership
Tenancy Management Part 1
4
Cx - Boundary Enquiry Case
Cx - Hoarding Case
Cx - Pet Registration Case
Cx - You & Your Home Visit Case
Tenancy Management Part 2
5
Cx - Death of Customer Case
Cx - Joint to Sole Case
Cx- Non-Occupation/Fraud Case
Cx - Sole to Joint Case
Cx - Use & Occupation Assessment Case
Tenancy Management Part 3
4
Cx - Decant Case
Cx - Exceptional Transfer
Cx - Fixed Term Tenancy Review Case
Cx - New Tenancy Review Case (Gen Needs & Sheltered)
Tenancy Sustainment Process
1
Cx - Tenancy Sustainment Process
Tenancy Sustainment Referrals - Most Colleagues
2
Cx - Raise Assessment Referral
Cx - Tenancy Sustainment - Getting Started
Use & Storage - Create & End Agreement
2
Cx - Use & Storage: Create Agreement
Cx - Use & Storage: End Agreement
IT Training - DRS
DRS Navigation
1
DRS - Navigation
IMS Managers & Lead Techs
1
DRS - IMS Supervisor and Lead Technicians (pre update)
IT Training - Ess - iTrent
iTrent
4
iTrent - Navigation
iTrent - People Manager
iTrent - Overtime, Call Out, KIT, Standby and Electrical Test Claims.
iTrent - Receive Payslip & P60 via Email
IT Training - GIS
GIS
0
IT Training - Mobile Phones
iPhone
1
iPhone - Basic Navigation & Tethering
Samsung
1
Samsung - Basic Navigation & Tethering
IT Training - Microsoft
Excel
11
Excel - Beyond the Basics
Excel - Getting Started
Excel - Comprehensive Introduction
Excel - Pivot Tables and Formulas
Excel - Calculate Percentages
See all 11 articles
OneNote
5
OneNote - Beyond the Basics
OneNote - Getting Started
OneNote: Ink to Text
OneNote: Sticky Notes
OneNote: In a Teams Channel
Outlook
2
Outlook - More Than Sending Emails
Outlook - 5 Keyboard Shortcuts
PowerPoint
1
PowerPoint - Design Engaging Presentations
SharePoint
7
SharePoint - Folder Structure & Permissions
SharePoint - Getting Started
SharePoint - Default 'Open in Desktop App'
SharePoint - SPS Home Page Customisation
SharePoint - Colouring a Folder
See all 7 articles
Teams
5
Teams - All About Teams
Teams - Default 'Open in Desktop App'
Teams - Call Queue - Logging In & Out
Microsoft Teams: Hosting an Interactive & Collaborative Meeting
Microsoft Teams: Working in a 'Team'
Word
1
Word - Learn More
IT Training - Operative Training Materials
Operative Training Materials
9
Operative Tablet - Accessing Timesheet Templates
Operative Tablet - Electrical Certificates
Operative Tablet - Emails - Attaching a Document
Operative Tablet - Emails - Accessing Outlook
Operative Tablet - Emails - Creating
See all 9 articles
IT Training - Printing
Printix
1
Printix - User Guide
IT Training - Record Centre
Viewing Records
1
LiveWest Record Centre - Searching & Viewing Records
Uploading to the Record Centre
1
LiveWest Record Centre - Uploading Documents
IT Training - Repairs Diagnostics
Repairs Diagnostics
1
Repairs Diagnostics
IT Training - URM
URM Navigation
2
URM - IMS Supervisors and Lead Technicians
URM - Upgrade
URM Review Visits
2
URM Review Visits - Favourites View
URM - Actioning the Review
Telephony
CSC Numbers
2
How to Divert 01934526000 when SIP trunks are up (e.g. to go direct to Mango)
CSC Numbers and Redirection (mainly to Mango)
Business Continuity Announcement
1
Setting Up / Changing the LiveWest BC Emergency status message
General
3
LiveWest DDI Ranges used in Mitel and Teams
Telephony Business Continuity
How to Transcribe an Audio File
NITRO
Nitro USER
1
Add Nitro to Printer Selection
