Why does an ongoing evaluation or Touchpoint still show the previous manager?
Distinguish the user's current organisational manager from the manager assigned to the evaluation, Touchpoint, or delegation before changing ownership.
Follow this troubleshooting flow
Confirm the user, cycle, period, and exact evaluation or Touchpoint showing the unexpected manager.
Check the user's current team and manager in the organisational structure.
Compare that person with the evaluation manager, Touchpoint manager, and any delegated manager shown in the process.
Confirm when the hierarchy changed relative to the creation and opening of the evaluation or Touchpoint.
Check the current process status and whether an authorised manager synchronisation or delegation action is available.
Confirm who has already completed or submitted actions in the process before changing its owner.
If the organisation's rule requires the current manager and you are authorised, use the appropriate process action and verify access with both managers.
Why can the names be different?
The organisational structure and an ongoing evaluation process are related but are not always the same record. Depending on the process configuration and status, an evaluation or Touchpoint may keep a manager assigned earlier, use a separately synchronised manager, or show a delegated manager. A hierarchy change therefore does not by itself prove that the process owner is incorrect.
Which manager am I looking at?
Current organisational manager: the manager in the user's current team or hierarchy.
Evaluation manager: the person responsible for the selected evaluation.
Touchpoint manager: the manager assigned to that Touchpoint.
Delegated manager: a person explicitly authorised to act on behalf of the assigned manager.
What can an administrator do safely?
First confirm the intended owner with the organisation. Use synchronisation or delegation only when the action is available, the process state allows it, and you are authorised. Do not change the organisational hierarchy merely to correct one evaluation, and do not remove completed work without confirming its impact.
When should I contact Support?
Contact Support when the current hierarchy is correct and the authorised synchronisation or delegation action is missing, fails, or leaves access inconsistent. Include the user identifier, cycle and period, hierarchy change date, current manager, displayed evaluation or Touchpoint manager, delegation, process status, and actions already completed.
Continue troubleshooting
Touchpoints: Create, Update Status, Delegate, and Sync Manager: use the available Touchpoint ownership actions.
Who can delegate, receive, remove, or manage an evaluation delegation?: check roles, permissions, and delegable population.
Managing Cycle Users and Delegated Managers: review cycle users and manager assignments.