Coaching Assessment

cmaleblanc
Tera Contributor

3 weeks ago - last edited 3 weeks ago

Hi everyone, 

 

We are testing the Coaching portion of ServiceNow 

Currently we are only going to use it through manual creation from the sn_coaching_assessment table. It's mostly an OOTB experience, except for some changes to the form layout. 

 

We've added some custom UI actions to move the coaching through the states without having to use the state dropdown. 

 

Now that the background is out of the way, the error I'm having is the display of the Assessments to the Trainee. We've created the Assessment, linked the trainee under the "assessment_of" field, and used the record field to attach a Task.

 

The error comes from no matter what state the coaching is at, the trainee is unable to see it in the Coaching assessment table. I've impersonated the user in nonproduction to test to confirm it won't display in the list so the trainee is unable to interact with the assessment. 

 

I've confirmed through "Analyze Permissions" that the user should have access, I've double checked the roles are assigned both at a group level, and inherited at the user level. 

 

We just are unable to see the coaching for the trainee to interact, review and acknowledge they have taken they have viewed the coaching. 


Wondering if anyone else has had this experience or has an idea on what I can try next to get it working. 

 

thanks. 

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Matthew_13
Mega Sage

3 weeks ago

Hi Buddy,

 This is a situation I have seen as well, and you’re already looking in the right areas.

In Coaching, visibility for the trainee is not controlled by roles or table ACLs alone. Even if Analyze Permissions shows access, the OOTB Coaching framework uses state-driven and scripted logic to determine when an assessment becomes visible to the trainee. When assessments are created manually or states are moved via custom UI actions, that logic can be bypassed.

In many cases, simply populating the assessment_of field isn’t enough. The OOTB creation and state transitions typically trigger additional background logic (such as registering the trainee or marking the assessment as assigned) that allows the record to appear in the trainee’s list. If those transitions are skipped or altered, the trainee won’t see the assessment even though they technically have read access.

A good next step is to create and progress one assessment entirely using the OOTB flow and state dropdown, and confirm that the trainee can see it. From there, compare that record to one created manually:

  • State values

  • Any related participant or assignment records

  • Business Rules triggered during state changes

I would also review any Business Rules on sn_coaching_assessment that run on state change, as well as ensure your custom UI actions are setting the exact OOTB state values and not skipping intermediate states.

Overall, this is very unlikely to be a permissions issue. It’s more about aligning your manual creation and custom transitions with the OOTB Coaching logic so the trainee visibility rules are satisfied.

 

@cmaleblanc - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

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