Overview
When someone finishes an assessment but does not receive the expected Competency, follow the Certification Process through to its Result and Certification. Completion alone is not enough when reviewer validation is required.
Use the candidate’s name, Process and assessment time to identify the exact attempt before making changes.
At a glance |
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Who can do this | Super Users or Competencies › Administrate; approval also requires the appropriate Result validation access. |
Where | Competencies › Certification Processes, Results and Certifications |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Finding the incomplete step avoids awarding a duplicate Certification or approving an assessment that has not been reviewed.
Check the Process and candidate
1. Confirm how the work started
Check that the assessment was completed through the intended Certification Process. Completing the same Checklist through an ordinary Calendar or Ad Hoc Schedule does not make it a Certification Process attempt.
Open the Process and confirm the Competency it awards. Use Certification Process setup for the Checklist, assignee and award configuration.
2. Find the candidate’s Result
Locate the assessment Result and confirm who was being certified. With peer assessment, the person completing the Checklist and the candidate can be different people. Look for the Certification on the candidate’s account.
3. Check completion and validation
Confirm the assessment was completed and its Result was submitted. If Require Validation is enabled, the Result must be approved before the Competency is awarded. A saved or pending assessment is not an approved assessment.
Resolve a blocked review
If the candidate is waiting for approval but the reviewer cannot find the Result, check the Process’s Reviewers, Results › Validate, Location access and any restriction to candidates in the reviewer’s User Groups. Use validating Certifications for the review workflow.
⚠️ Heads-up: A score is not an automatic pass mark. A Certification Process does not reject an assessment merely because its score falls below a threshold you had in mind. Use reviewer validation when the award requires a pass/fail decision.
A disapproved assessment does not award the Competency. Do not approve it solely to remove a waiting status. Follow the validation guide when a failed attempt needs to be invalidated so the candidate can retake it.
Check the Certification record
If the Result is approved, check the candidate’s Certifications and include expired records in your search. Compare the awarded Competency and its dates with the Process configuration. A record that exists but has expired is a different problem from an award that was never created.
Disapproving or invalidating the Result associated with an award can remove that Certification. Check whether someone reviewed or invalidated the assessment after it was initially completed.
🛑 Critical: Do not manually award a replacement Competency or approve a failed assessment just to clear the symptom. First confirm the candidate, assessment outcome and required review.
If the award is still missing
Send Support the Process, candidate and Result links, completion time, validation status and the Competency expected. State whether you checked expired Certifications and whether the Result was later disapproved or invalidated.
Best practices
Use the Certification Process for assessments that must award a Competency.
Check candidate identity when an assessor completes the work for someone else.
Agree the pass/fail review process before assigning assessments.
Frequently asked questions
The Competency says waiting approval, but why can’t I find it in Results?
Check the reviewer’s Result access and the Certification Process’s Reviewers, including any candidate User Group restriction. See validating Certifications before changing the candidate’s record.
Should I approve or invalidate a Certification Checklist that failed?
Do not approve a failed assessment to clear its status. Follow your review decision and the retake workflow in validating Certifications; approval and invalidation have different effects.
Can Mobaro automatically reject every score below 80%?
A Certification Process does not provide an automatic pass-mark rejection rule. Use Require Validation and have the reviewer assess the score and answers before awarding the Competency.