TPRM Best Practices/Help?

[bellr]

I was wondering if anyone else has had these issues before with TPRM and what solutions/best practices they have to handle these scenarios.

1. What can be done in cases where the approval user is no longer accurate (usually this is because of someone leaving the company during the due diligence process). The first level approver ends up being grayed out so it can't be reassigned.
2. What can be done where an assessment is assigned to the wrong person - the assigned to on the assessment itself can be changed, however the IRQ assessor field and INA assessor fields do no reflect this change.
3. What can be done when an answer in the assessment is incorrect? Especially if it has already been taken, reviewed, and approved. 

Currently, to fix any of these problems in the past we have to either cancel the Due Diligence request and start over or run a script that changes the state and rolling back anything else from after that state (such as cancelling any approvals or assessments). We feel that these are not the best ways to go about these issues as they can be time consuming and leading to further problems. Any help or ideas would be appreciated, thank you.

[Mark Manders · Accepted solution]

I had a client that had a catalog item for this that took care of it. When a user left the company (or announced leaving), the item could be used to enter the previous user and the replacement user. After approval (to prevent issues with people making mistakes here), a flow took care of the existing approvals. I believe it replaced the approver on the existing record, to prevent flows from (re)starting when existing approvals were set to 'no longer required'. 
You should create your own logic (BR/flow) to update the assessor fields, because currently this is not something that is done OOB (ServiceNow assumes you don't assign it to the wrong person).

Incorrect answers should never be on a reviewed/approved assessment. If it is, accept it, because several people were asleep while doing their job. Any changes would be through scripting and you shouldn't do that, because you have an approval on it already. If you are here, you will need to use your workaround: start over. You have reviews and approvals for a reason.

[Mark Manders · Accepted solution]

I had a client that had a catalog item for this that took care of it. When a user left the company (or announced leaving), the item could be used to enter the previous user and the replacement user. After approval (to prevent issues with people making mistakes here), a flow took care of the existing approvals. I believe it replaced the approver on the existing record, to prevent flows from (re)starting when existing approvals were set to 'no longer required'. 
You should create your own logic (BR/flow) to update the assessor fields, because currently this is not something that is done OOB (ServiceNow assumes you don't assign it to the wrong person).

Incorrect answers should never be on a reviewed/approved assessment. If it is, accept it, because several people were asleep while doing their job. Any changes would be through scripting and you shouldn't do that, because you have an approval on it already. If you are here, you will need to use your workaround: start over. You have reviews and approvals for a reason.

[Matthias Ferstl · Accepted solution]

1) Adding another "customer did this with a custom script".

In our case only members of the same group could see a UI action where they could assign items to themselves.

2) Same customer: Assessor changes had to be done over the item (see answer 1), that passed the change to the respontents of the Assesment instance itself.

3) For the sake of consistency a closed assessment should never be reopened. N.e.v.e.r. 🙂

[bellr]

Thanks Mark and Matthias! I will review these items with my team.