> For the complete documentation index, see [llms.txt](https://docs.ins-pi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ins-pi.com/command/getting-started/faq.md). # FAQ & Troubleshooting Short answers to the questions new Command users ask most, about data, access, empty views, the assistant, sessions and devices. This page answers the questions new users ask most often, grouped by topic. Each answer is short and links to the reference page with the full detail. If your question is not here, ask your Command administrator. | Topic | Jump to | | ------------------------------------ | ------------------------------------------------------- | | Where data and work live | [General](#general) | | What you can see and do | [Access and permissions](#access-and-permissions) | | Empty views and missing numbers | [Data and empty views](#data-and-empty-views) | | The AI assistant | [The assistant and privacy](#the-assistant-and-privacy) | | Signing in | [Sessions and sign-in](#sessions-and-sign-in) | | Screens, devices, theme and language | [Screens and devices](#screens-and-devices) | ## General ### Does Command store a copy of my data? No. Content stores what it points at and how to show it. The records stay in your ServiceNow tables and are read again each time you open the content. Deleting content never deletes the records behind it. ### Where does my work live? In your ServiceNow instance. Your content, folders, sharing, open tabs and settings are stored there, not on an external server. ### Do I need to save? Not usually. New content is saved to My Space straight away, and changes save automatically. There are two exceptions: | Exception | What to do | | ------------------------------------------------------------------------ | ---------------------------------------- | | A **Form** writes to the real record | Click its **Save** button. | | Content the assistant opened for you, such as a table from a chat answer | Use **⋮ > Save in My Space** to keep it. | ### What is the difference between closing a tab and deleting? Closing a tab only closes the view; reopen it from **All tabs > Recently closed**. Deleting moves the item to **Trash**, where you can **Restore** it. See [My Space and sharing](/command/the-portal/my-space.md#delete-and-restore). ## Access and permissions ### Why can't I see a content type or a view? Your persona does not include it, or your administrator has switched it off. Try another persona under **Working as** in your profile menu, or ask your administrator. A type can also depend on a product that is not installed, such as YouDesign Models. See [Personas](/command/the-portal/personas.md). ### I can see a record in ServiceNow but not in Command, or the other way round Command reads through the same ServiceNow roles and access rules as everything else. A persona changes what is offered, never what you may see. Check your roles with your administrator. ### Why is the Edit button greyed out? You have **Viewer** access. Ask the owner to share the item with you as **Editor**. ### Why can't I share something? Either the item is not in My Space yet, or you only have **Viewer** access. Only owners and editors can share. See [Share content](/command/the-portal/my-space.md#share-content). ### Someone sent me a link and I see nothing A link does not grant access on its own. The owner must share the item with you, or with a group you belong to. ## Data and empty views ### A view is empty or says there is no data Most views show only what your instance holds. Command never fills a gap with a made-up value; a missing number is shown as missing, not as zero. | You see | Likely reason | Fix | | ------------------------------------------ | -------------------------------------------------- | --------------------------------------------------------------------------------------------------------- | | An empty item | No records added yet | Drag records in from the [Data Hub](/command/the-portal/data-hub.md). | | An empty TIME Analysis | Applications have no business and technical scores | Ask your administrator about **Global Settings > Scoring**. | | A Radar or Gravity Map asking for measures | No measures selected, or none exist | Select measures in the **Metric** panel; an administrator creates them in **Global Settings > Measures**. | | Missing Roadmap bars | The records have no lifecycle dates | Add dates on the record's Form, or in the Roadmap's Edit mode. | | No data-quality column or widget | No governance scope for that table | An administrator sets one up in **Global Settings > Data Governance**. | | "Not configured" on the Portfolio view | Portfolio is not set up | An administrator sets it up in **Global Settings > Portfolio**. | ### The assistant says the evidence is too thin That is deliberate. When the data behind a recommendation is incomplete, old or only typed in by hand, the assistant defers and names the first gap to close. Fix the gap, or use **Notify owner** on the Advisory Report, then click **Re-run assessment**. ### The assistant says a request has no active analysis method Cost reduction is the only guided analysis method that is live today, so requests that start with words such as "assess" or "analyze" may get this reply. Try a purpose-built request such as `should we retire ?` or `what depends on ?`. See [Command Dialog](/command/features/command-dialog.md). ### The assistant could not find the record I named It only finds records you can read. Check the spelling, or use the name exactly as it appears in the Data Hub. If several records match, it asks which one you mean. ## The assistant and privacy ### Does the assistant send my data to a third party? No. The **Command Dialog** understands your request in your browser and does not call an external AI service. It reads records from your ServiceNow instance with your own permissions. Conversation summaries, proposals and accepted plans are stored in your instance so you can continue later and audit decisions. ### Can the assistant change my data without asking? No. Recommendations only read. Dashboards and lifecycles are shown as a preview and wait for **Yes, create it**. Content you ask for directly, such as a roadmap, opens straight away, as it would from the create menu. ### Why did my question go to the wrong item? The assistant answers about the item shown in the chip above the message box. The chip follows your active tab and is empty on Home. Switch to the right tab, or click the chip's **×** to ask without it. ### The assistant made a mistake It can be wrong, as the note under the message box says. Every recommendation shows its evidence, so check the factor ledger and the records behind it. Click **Reset thread** to start a clean conversation. ### The Command Dialog button is missing Your administrator has switched the assistant off for the instance. Everything else keeps working. On a phone, the assistant opens from a button in the top bar. ### Can I try Command without touching real data? Yes. Ask the assistant `give me a demo`. Nothing from the demo is saved, and its tabs close when you press **Esc**. ## Sessions and sign-in ### I was told I am signed out Your ServiceNow session ended. Click **Sign in again**; your open tabs are kept. If a change was being saved at that moment, Command tells you, so you can make it again. ### How do I avoid being signed out? When your session is about to end because of inactivity, a bar appears with **Stay signed in**. Click it. ### Does Command work offline? No. Command needs a connection to your ServiceNow instance to load and save. ## Screens and devices ### Which browsers are supported? A current version of Chrome, Edge, Firefox or Safari. See [Browser support](/command/overview/overview.md#browser-support). ### Can I use Command on a phone or tablet? Yes. On a phone, panels fit the screen, nothing opens by itself, and the assistant opens from a button in the top bar. Building maps and roadmaps is easier on a larger screen. See [Mobile and accessibility](/command/features/mobile-and-accessibility.md). ### How do I change the theme or language? Click **Open menu** at the far left of the top bar to open **Settings**. Set **Theme mode** to **Light**, **Dark** or **System**, and pick a **Language**. Some screens are still English only. See [Settings](/command/the-portal/portal.md#settings). ### I have too many tabs open Click **All tabs**, or press **Ctrl+K** (**⌘+K** on a Mac). The **Not used in 7 days** group lets you close old tabs in one click. Tabs with unsaved changes are never closed for you. --- # Agent Instructions This documentation is published with GitBook. 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