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Frequently Asked Questions

Problem: Add hierarchy level button is grayed out or not working.Common causes:
  • Insufficient administrator permissions
  • System configuration issue
  • Browser cache problem
Solutions:
  1. Verify you’re logged in with administrator account
  2. Clear browser cache and reload
  3. Try a different browser
  4. Check system logs for errors
  5. Contact your system administrator
Problem: Parent dropdown is empty or missing levels.Possible causes:
  • No existing levels to serve as parents
  • Circular dependency attempt
  • Permission restrictions
Solutions:
  1. Ensure at least one top-level (Learning Area) exists
  2. You cannot set a child level as parent of its ancestor
  3. Verify you have permissions to view all levels
  4. Refresh the page and try again
Problem: Content disappeared for users after hierarchy modifications.Cause: Content assignment no longer matches user’s hierarchy path.Solutions:
  1. Review content assignments - verify they’re at correct levels
  2. Check user assignments - ensure users are at correct levels
  3. Verify parent relationships haven’t broken inheritance
  4. Reassign content if necessary
  5. Have users log out and log back in to refresh their session
After hierarchy changes, always test with user accounts at different levels to verify content visibility.
Problem: Multiple levels with same or similar names causing confusion.Solutions:
  1. Establish naming conventions including parent context
  2. Rename levels to be more specific
  3. Use “Function - Location” or “Department - Team” patterns
  4. Include identifiers if necessary: “Sales Team - Region A”
Example improvement:
Before: "Team 1", "Team 1" (in different departments)
After: "Sales - Team 1", "Engineering - Team 1"
Problem: Current structure doesn’t match organizational changes.Steps for major restructure:
1

Plan New Structure

  • Document current structure
  • Design new structure
  • Map users and content to new levels
  • Identify what needs to be migrated
2

Create New Levels

  • Build new hierarchy levels
  • Don’t delete old ones yet
  • Parallel structure temporarily exists
3

Migrate Content

  • Reassign trainings to new levels
  • Update training files assignments
  • Move taxonomy terms
  • Update event calendar items
4

Migrate Users

  • Reassign users to new levels
  • Test with a few users first
  • Roll out in phases
  • Communicate changes to users
5

Clean Up

  • Verify all content and users migrated
  • Delete old hierarchy levels
  • Update documentation
  • Monitor for issues
Major restructuring should be done during low-usage periods and with proper testing to minimize user disruption.
Problem: Zapier or API integrations stopped working after hierarchy changes.Common causes:
  • Access tokens tied to deleted levels
  • Workflows referencing old level names
  • Level IDs changed or no longer exist
Solutions:
  1. Review access tokens - verify they’re tied to existing levels
  2. Update Zapier workflows with new level references
  3. Check API calls for hardcoded level IDs
  4. Test integrations after hierarchy changes
  5. Update documentation for integration developers
Question: How should I assign users to hierarchy levels for different roles?Common scenarios:New Employee in Sales Team:
  • Assign to: “Sales Department - Team A”
  • Result: Sees all sales training plus team-specific content
Department Manager:
  • Assign to: “Sales Department” (parent level)
  • Result: Sees all content across all sales teams
Executive:
  • Assign to: Top-level (Learning Area root)
  • Result: Access to all content across the organization
Regional Office Employee:
  • Assign to: “APAC Region - Technical Team”
  • Result: Sees region-specific and technical content
Assign users to the lowest hierarchy level that provides all necessary content access. Remember that users inherit content from all parent levels above them.
Problem: User complains they can’t access a training they should have.Solutions:
  1. Check the user’s hierarchy assignment
  2. Verify the training is assigned to their hierarchy level or a parent level
  3. Confirm the user’s account is active
  4. Ensure the user has the correct role
Draw out the hierarchy tree to visualize the path between user and content if needed.
Problem: Cannot assign hierarchy level because dropdown is empty.Solutions:
  1. Verify hierarchy levels have been created
  2. Ensure the user is in the correct learning area
  3. Clear browser cache and retry
  4. Check that you have administrator permissions
Hierarchy levels must belong to the same learning area as the user.
Problem: User’s content access doesn’t update after hierarchy change.Solutions:
  1. Have the user log out and log back in
  2. Clear the user’s browser cache
  3. Wait a few minutes for caching to refresh
  4. Verify the save was successful (check edit page again)
  5. Check system logs for errors
Session and cache management can delay hierarchy updates. User logout/login usually resolves this immediately.

Managing Hierarchy Levels

Learn how to create and manage hierarchy levels

Assign Content to Levels

Understand how to assign trainings to your hierarchy

Assign Users to Levels

Learn how to assign users to hierarchy levels

Hierarchy API Guide

Explore the API playground for hierarchy operations
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