How do I help a user move forward in the evaluation process?
Identify which evaluation step is blocking a user, understand what must happen next, and complete the main administrative checks before contacting Support.
Follow this troubleshooting flow
Confirm that you are checking the correct user and evaluation cycle.
Confirm that the user is assigned to and eligible for that cycle.
Open the user's evaluation record and review the status of every available step.
Identify the first step shown as incomplete, pending, or requiring action, and check who is responsible for it: the user, their manager, or an administrator.
Check the requirements for that step. Depending on your organisation's configuration, these may include a self-assessment, goals, competencies, comments, a Touchpoint, manager evaluation, potential assessment, or preparation for a future period.
Ask the responsible person to complete the missing items, save their changes, and use the available submit action.
Refresh the user's evaluation record and confirm that the status has changed as expected.
If the user still can't continue or submit
Work through these checks in order:
The evaluation cycle and the relevant step are open for the user's role.
The user's cycle assignment, eligibility, career, job category, and manager are correct.
All required fields, questions, competencies, and comments are complete.
Any required goals or development plans have been created and are in the expected status.
The user has completed the minimum number or type of items required by your organisation.
An earlier step is not waiting for approval, review, or submission by another person.
The step has not been closed and does not need to be reopened by an administrator.
The exact requirements and order can vary between organisations and evaluation cycles.
What does the status tell me?
Submitted or awaiting review: the current person has completed their action. Check which person or role owns the next step.
Incomplete or pending: identify the person responsible for the step and ask them to check for missing required fields or items.
Closed: the user cannot continue unless an administrator reopens the relevant step or cycle. Confirm that reopening is appropriate before doing so.
Reopened or returned: the responsible person must review the step again and check for comments or requested changes.
No evaluation is available: verify the user's eligibility, cycle assignment, manager, career, and job category configuration.
Why did the process return to an earlier step?
An evaluation may return to an earlier step when it is reopened or sent back for changes. A reopened manager evaluation does not necessarily reopen the user's self-assessment, and reopening one part of the process may leave other parts unchanged.
Review each step separately and confirm whether new comments or actions were assigned to the user, their manager, or an administrator.
When should I contact Support?
Only escalate the issue after completing the checks above. Include:
The affected user's name or identifier.
The name of the evaluation cycle.
The step, status, and responsible role currently shown.
The action the user or manager expected to perform.
Any message displayed on the page.
Whether the evaluation was recently reopened or returned for changes.
Continue troubleshooting
Evaluation & Performance Module Overview: understand the main parts of an evaluation cycle.
Evaluation - TouchPoints: learn how Touchpoints, goals, and development plans fit into the process.
Evaluation Actions: Open/Close Self, Manager, Future and Final Score Sharing: review the administrative actions that control each evaluation step.