> For the complete documentation index, see [llms.txt](https://interfacing.gitbook.io/interfacing-help-files/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://interfacing.gitbook.io/interfacing-help-files/faqs.md).

# FAQs

Need help? This section provides quick answers to common questions so you can get back on track.

### General

<details>

<summary><strong>Why can't I log in?</strong></summary>

If you are having trouble logging into IMS for the first time, it may be due to one of the following:

* Your **username and password** have not been created, or your **UPN** is incorrect (e.g., `firstname.lastname` or `f.lastname`).
* Your **user or group** has not been assigned to an **environment**.
* Your **user or group** does not have an **active license.**

Contact your **System Administrator** to verify these settings.&#x20;

> For additional troubleshooting, see the [Technical Support](/interfacing-help-files/troubleshooting-and-faqs.md) section.

</details>

<details>

<summary><strong>Why does my Home Page display "No Data Found"?</strong></summary>

Home Page **dashboards and widgets** are highly customizable and must be set up by your **System Administrator.**&#x20;

> **System Administrators:**&#x20;
>
> For detailed instructions on customizing your organization's Home Page, see [Managing & Customizing the Home Page](/interfacing-help-files/administration-and-configuration/managing-and-customizing-the-home-page.md).

</details>

<details>

<summary><strong>How do I disable browser notifications?</strong></summary>

Browser notifications are managed directly through your **browser settings**. Refer to your browser’s help documentation for instructions.

</details>

<details>

<summary><strong>How do I change environments?</strong></summary>

You can switch environments from your Profile:

1. Click your **user avatar**.
2. Select **Environment**.
3. Choose the desired **environment** from the dropdown.

> For details, see the [Login & Profile Setup](/interfacing-help-files/getting-started/first-time-login-and-profile-setup.md) section.

</details>

***

### Content Management

<details>

<summary><strong>Why can't I preview certain files?</strong></summary>

File previews depend on the **document type** and the **browser** you are using.

> For supported file types, see the [Document Preview Requirements & Limitations](/interfacing-help-files/document-control/document-and-record-management/creating-and-editing-documents/document-preview-requirements-and-limitations.md) section.

</details>

<details>

<summary><strong>Why are the names of documentation objects truncated in the Library list?</strong></summary>

In the **Library**, long object names may be shortened to make space for other data columns.

To adjust:

* Hover over the **edge of the column header**.
* **Click and drag** to widen the column.

> For more information on working in the **Library**, see the [Viewing Documentation](/interfacing-help-files/drafts/searching-for-objects-in-the-library/library.md) section.

</details>

<details>

<summary><strong>Why did my Visio import bring in the wrong objects?</strong></summary>

Visio files require some **pre-processing** before importing into IMS. To ensure a smooth import:

* Use only **standard flowchart shapes**.
* Delete any **unnecessary tabs**.
* Remove **embedded pictures or images**.
* Check **server antivirus settings**, as they may block files containing embedded objects (e.g., Microsoft Office objects).

> <mark style="color:red;">For instructions, see the</mark> [<mark style="color:red;">Importing Visio Processes</mark>](/interfacing-help-files/process-analysts/business-process-management/importing-processes.md) <mark style="color:red;">section.</mark>

</details>

<details>

<summary><strong>Can I identify external parties in activities?</strong></summary>

Yes. External **roles**, **resources** or **assets** can be identified by:

* Placing them in a **specific folder** or **organizational unit**.
* Tagging them with **metadata** (e.g., custom attributes or types) to indicate they are external.

</details>

<details>

<summary><strong>What is the recommended way to manage Assets?</strong></summary>

To manage Assets effectively:

* **Import assets regularly:** \
  Re-import (and Overwrite) assets annually to ensure your records are current.
* **Centralize existing data:** \
  Consolidate asset information from any siloed sources, such as Excel files, into IMS.
* **Use clear naming conventions:** \
  Name assets descriptively to make them easily identifiable (e.g., *Enterprise Resource Management System \[SAP]*).
* **Include key metadata:** \
  Capture relevant information such as **Asset Owners** and **Approvers** to support workflows and governance.

> For guidance on managing Assets, see the [**Creating & Editing Organization Objects**](/interfacing-help-files/process-analysts/organization-management/creating-and-editing-organization-objects.md) section.\
> For guidance on importing Assets, see the[ **Importing Documentation**](/interfacing-help-files/document-control/managing-documentation-in-the-library/importing-objects.md) section.

</details>

***

### Users, Resources, Roles & Permissions

<details>

<summary><strong>Why can't I see the option to edit or create content even though I have </strong><em><strong>Edit</strong></em><strong> permission?</strong></summary>

If you have editing rights but cannot see editing options, check the following:

* **Environment:** Ensure you are in the environment where you have rights.
  * Go to **User Avatar > Environment** dropdown and select the correct one.
* **Displayed Content Mode:** If you are in **Published** **Only** mode, switch to **Latest** mode:
  * Go to **User Avatar** > **Toggle View Published Only*****.***

</details>

<details>

<summary><strong>How do I manage resources that have left the company?</strong></summary>

User and resource management is handled manually:

* **Access**: Users without **SSO** cannot log in.
* **Governance Cycles**:
  * If the user has **not acted** on an active cycle, they disappear from the assignee list.
  * If they **have acted**, their actions remain until the cycle is complete.
* **Merging**: After governance cycles close, **merge the resource** to clean up records. Audit trails and history remain intact.
* **Licenses:** Undeleted users may still **count toward license totals**.

{% hint style="info" %}
IMS does not currently provide a built-in report to identify open governance cycles assigned to departed users.
{% endhint %}

</details>

<details>

<summary><strong>How can I export roles from IMS?</strong></summary>

IMS does not offer a direct export option for roles alone. To view which roles are associated with processes, use the **Process and Task Register** report in **Cognos**.

> For a list of available Cognos reports, see the [Reports List](/interfacing-help-files/solutions-developers/api-and-information-repository/reports-list.md) section.\
> For guidance on accessing and navigating reports, see the [Navigating Reports](/interfacing-help-files/administration-and-configuration/navigating-reports.md) section.

</details>

<details>

<summary><strong>Why can't I create resources?</strong></summary>

Resources cannot be created manually. Instead, users must be imported as resources into Environments.

> For steps on importing resources, see the [Importing Users as Resources](/interfacing-help-files/process-analysts/organization-management/creating-and-editing-organization-objects/importing-users-as-resources.md) section.

</details>

<details>

<summary><strong>How do I manage and remove duplicate roles?</strong></summary>

To spot and clean up duplicate roles:

* Open **List View** > click the **Name** column filter > check the **Duplicate** box.
* **Review duplicates:**
  * Check role details to decide which role should remain as the primary.
* **Merge or delete:**
  * Merge **two** roles at a time, or Mass Delete multiple roles.

{% hint style="danger" %}
**Be careful:** in List View, the role listed first will be merged into the role listed after it.
{% endhint %}

> For guidance on merging documentation, see the [**Merging** ](/interfacing-help-files/document-control/managing-documentation-in-the-library/merging-documentation.md)section.\
> For guidance on deleting documentation, see the [**Deleting** ](/interfacing-help-files/document-control/managing-documentation-in-the-library/deleting-documentation.md)section.

</details>

***

### Cognos Reports

<details>

<summary><strong>How do I upload an XML report into Cognos?</strong></summary>

1. Log in to **Cognos**&#x20;
2. Go to **Home Page** > **New** > **Report** > **Blank** > **OK**.
3. Open your **TXT file**, select all, and **copy** the content.
4. In **Cognos**, go to **Cog Wheel** (top right) > **Open Report from Clipboard**.
5. **Paste** the copied content.

> For additional guidance, see the [Navigating Reports](/interfacing-help-files/administration-and-configuration/navigating-reports.md) section.

</details>

<details>

<summary><strong>How do I embed an image in a Cognos report?</strong></summary>

1. Convert your image to **Base64** format.
2. Copy the following HTML snippet, replacing `paste base64 code here` with your **Base64** string:

```html
<img src="data:image/png;base64, paste base64 code here" width="80" height="80" />
```

3. In your report, add an **HTML object** and **paste** the code.

</details>


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