Why can a user access future goals or an Individual Development Plan (IDP) but not an evaluation or Touchpoint?
Goal and Individual Development Plan (IDP) availability does not by itself confirm eligibility for an evaluation or Touchpoint. Check each process, population, period, and status separately.
Follow this troubleshooting flow
Confirm the user, evaluation cycle, period, and the exact item they can access or cannot access.
Check whether the visible goal or Individual Development Plan belongs to the current period, a future period, or a different cycle.
Confirm whether the user is assigned to the evaluation or Touchpoint and appears in its intended population.
Review the eligibility rules for that process, including dates, groups, career data, manager assignment, service requirements, and any client-specific criteria.
Check whether the relevant evaluation or Touchpoint step is open for the user and their role.
Review how the goal or IDP was created, such as by the user, a manager, a team assignment, or an import. Its presence may follow a different rule from evaluation eligibility.
After any authorised correction, refresh the user record and confirm which process is now available.
Why can the two areas behave differently?
Goals, IDPs, Touchpoints, and evaluations can use different populations, dates, and availability rules. A user may be allowed to prepare future goals or an IDP while remaining outside a particular evaluation population. The opposite can also happen when the user is eligible for an evaluation but the expected goals belong to another period or have not been assigned or synchronised.
What does each situation usually mean?
Future goals or an IDP are visible, but no evaluation form is available: check evaluation eligibility, cycle assignment, and whether the evaluation step is open.
A Touchpoint is available, but no performance evaluation is available: check the eligibility rules for each process separately; they do not have to use the same population.
An evaluation is available, but goals or an IDP are missing: check the period, goal type, source, assignment, status, and synchronisation.
The user is active but neither process is available: account activity confirms platform access, not participation in a specific process.
What can an administrator do safely?
Confirm the configured rules and correct only data or assignments that the organisation has authorised you to manage. Do not add the user to a cycle, create extra goals, change dates, or alter eligibility merely to make two screens match.
When should I contact Support?
Contact Support when the user meets the confirmed rules and the relevant steps are open but availability remains inconsistent. Include the user identifier, cycle and period, visible goals or IDPs, missing process, process dates, groups, career data, manager, eligibility rule, and any message shown.
Continue troubleshooting
Why is a user not eligible for a Touchpoint or evaluation?: check the population and eligibility rules for each process.
How should an administrator manage individual and team goals in Touchpoints and evaluations?: investigate goals that are missing, outdated, or linked to another period.
Why can’t a user submit Future Preparation or their development plan?: diagnose pending goals or IDPs that block submission.