How do I help a user move forward in the evaluation process? (previous version)
Find the step that is open, who owns it, and what is missing before contacting Support. The status in the Backoffice usually answers the question.
Previous version. This article describes the previous version of the evaluation pages in the Backoffice. You are using it if a cycle's page shows a Performance & Potential Dashboard and a Cycle Users table, with the evaluation actions in the menu of each user. If the cycle's page shows the User's Evaluations cards and the tabs Current Evaluation, Future Preparation and Potential Assessment, see How do I interpret evaluation statuses and actions in the Backoffice?.
Start here
Open the user's evaluation in the Backoffice, in the right cycle.
Read the status (see the list below) and identify who owns the next action: the user, the manager, or an administrator.
Check what that person still has to complete in the open step: questions, competencies, goals, comments.
Ask them to complete it, save, and submit.
Reload the evaluation and check that the status changed.
What the status tells you
Self Evaluation: the user has to finish the self-evaluation.
Manager Evaluation: the manager has to finish the evaluation.
Self Evaluation [Manager finished]: the manager is done; the user still has to finish the self-evaluation.
Reopened: a step was reopened; the person responsible has to review it and submit again.
Final [not shared]: nothing is missing from the user or the manager; the result is waiting to be released. See How do I interpret evaluation statuses and decide the next action?
Finished or Final: the evaluation is complete.
Not eligible, Not eligible [absence] or Not created: the user has no evaluation in this cycle. See Why is a user not eligible for a Touchpoint or evaluation?
The user or manager cannot submit
A required comment is missing: the cycle can require a written justification when the highest or lowest score is chosen. See When is a written justification required in an evaluation?
The cycle is closed: nobody can submit until an administrator reopens the step.
The evaluation is delegated: if a delegated manager is assigned, check with that person, since they are acting on the evaluation.
The wrong manager is assigned: see Why does an ongoing evaluation or Touchpoint still show the previous manager?
Why did the process go back to an earlier step?
An administrator reopened a step. The steps are reopened separately: reopening the manager evaluation does not reopen the user's self-evaluation, and the other way round.
When should I contact Support?
Contact Support when the status and the open step do not match what the user sees, or when the user completed everything and still cannot submit. Include the user identifier, the cycle, the status shown in the Backoffice, who was trying to submit, and any message on the screen.
Related articles
Evaluation & Performance Module Overview: the parts of an evaluation cycle.
Evaluation Actions: Open/Close Self, Manager, Future and Final Score Sharing: the administrative actions for each step.