Overview
If a Process or candidate is absent from the Certification Center, check who is allowed to take or conduct that assessment and whether the candidate is currently eligible. A Process that exists in the Backend is not automatically available to every app User.
This guide covers finding or starting an assessment. If an assessment was completed but its award is missing, review Certification validation instead.
At a glance |
|
Who can do this | Super Users or Competencies › Administrate to review the Process; app eligibility still depends on its configuration. |
Where | Competencies › Certification Processes and the candidate’s Certifications |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Checking assignment and eligibility avoids changing expiration dates or issuing another Certification just to make a Process appear.
Check who is doing the assessment
1. Confirm the assessment type
Open the intended Certification Process and check whether it uses Self assessment or Peer assessment. In self assessment, the person needs to be an Assignee. In peer assessment, the person conducting the assessment needs to be an Assessor.
2. Check the candidate separately
For peer assessment, confirm that the candidate is included in Assignees, directly or through the intended User Group. Being an Assessor does not automatically add every colleague as a candidate.
Use peer assessment setup for the two memberships. Super User access to configuration does not replace the app’s assessment assignments.
3. Check prerequisite Competencies
Review Required Competencies on the Process and the candidate’s current Certifications. The candidate needs all listed prerequisites. Expired Certifications do not satisfy that check.
⚠️ Heads-up: Listing two prerequisite Competencies means both are required. It does not create an “either one is acceptable” rule. Review the training design before removing a prerequisite.
Check whether renewal is available
Look for an existing Certification for the Competency being awarded. A person who is already certified may not be offered the assessment again yet. Compare the existing expiration and renewal dates with what the Process would award now.
A renewal must be eligible and extend the existing Certification. A fixed expiration date that would not extend it can keep the candidate unavailable even when a renewal date has been reached. A non-expiring Certification is also different from an expired one.
Check all active Certifications for that Competency, not just the first record you find. Use Certification expiry and renewal and Certification Process setup to review the dates deliberately.
🛑 Critical: Changing a Process’s expiration or renewal settings also recalculates dates on its active existing Certifications from their original award dates. Review the effect before saving; do not change these settings merely to make one candidate appear.
Check pending work and the tile
An assessment already submitted for review can remain pending rather than appearing as a fresh attempt. Check the candidate’s existing Result and use validating Certifications before asking them to repeat it.
If the entire Certification Center tile is absent, check the User’s applicable app-area rules and whether there are relevant Processes or Competencies to show. See the Certification Center and App Settings.
After configuration changes, confirm the app has received updated data. Preserve any unsent assessment before troubleshooting its device state.
Escalate with the candidate’s details
Send Support the Process link, assessment type, assessor and candidate, prerequisite list and existing award dates. State whether the Process is missing entirely, the candidate is missing from it or the attempt is pending review.
Best practices
Check Assessor and Assignee memberships separately.
Review renewal and expiration together before changing dates.
Investigate an existing assessment before asking for a retake.
Frequently asked questions
The renewal date has arrived. Why is the assessment still missing?
Check whether the Process would extend the existing Certification, including other active awards for the same Competency. A renewal date alone is not enough if the resulting expiration would not extend the current award.
Can a Process require one of two Competencies instead of both?
The required-Competencies list requires all listed Competencies. Discuss the intended alternative training routes before changing that list; see Certification Process setup.
Why is one candidate missing from a peer assessment when others appear?
Check that candidate’s Assignee membership, prerequisites, existing Certifications and pending assessment. Someone already certified or awaiting review may not be available as a new attempt. See peer assessments.