Define trigger conditions for a coaching opportunity

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.

    Before you begin

    Role required: sn_coaching.admin

    About this task

    When the triggered conditions defined in a coaching opportunity are met, an assessment for that trainee is generated. The coaching assessment is then assigned to a coach for training, or is completed using automated virtual learning content.

    Procedure

    1. Create a coaching opportunity using the guided setup or by using the application navigator.
      To create usingDo this
      Guided setup
      1. Navigate to Continual Improvement > Administration > Guided Setup.
      2. Go to the Add a Coaching Opportunity section and select Configure.
      The Application navigator Navigate to Coaching > Coaching Opportunities.
    2. Select New.
    3. Fill in the fields on the Coaching Opportunity form.
      1. Select the table that contains the field for coaching in the Table field.
      2. Select the Trainee field from the source table.
      3. To limit the trainees for which a coaching assessment is generated, select a specific Trainee group.
      4. Select a coach or a group of coaches to assess and provide feedback to trainee assessments generated from this coaching opportunity.
        • To select a coach group, from the Coach group field, select the group of coaches.
        • To select the assignment group manager as the coach for the selected task record, enable the Specify coach user check box and select the coach user from the selected table.
      5. Add the condition for the critical moment in the Trigger fields.
        See Common ITSM assessment triggers for examples.
    4. Fill in the fields in the Snapshot Settings tab.
      1. Select the Snapshot fields that contain the values to capture in the coaching assessment when an assessment is triggered.
      2. To use an advanced script, select the Advanced check box and add your script.
        See Scripts for more information on scripting.
    5. Fill in the fields in the Frequency tab.
      1. To limit the number of coaching assessments generated, set the Random sample (%) to a percentage of the total number.
        If you reduce the random sample size, you can avoid certain trainees from being excluded by specifying Users who should be coached on every opportunity. For example, you may want new employees to be coached every time.
      2. Specify the Assessment duration after which the coaching assessment is set to Closed Complete state.
        You can disable automatic closure behavior by deactivating the Close assessments after expiration scheduled job.
      3. To Prevent duplicate assessments from being created for a trainee for the same coaching opportunity within a certain time period, select the check box.
        Specify the Time period within which duplicate assessments are not created.
    6. Fill in the fields in the Surveys tab.
      1. To select feedback surveys taken by trainees and coaches when the coaching assessment is in Resolved state, select a Survey taken by Coach and a Survey taken by Trainee.
    7. Fill in the fields in the Related KPIs tab.
      1. Select the primary KPI improved by the coaching opportunity in the Improvement KPI field.
      2. Select the Strategic objective affected by the coaching opportunity in the Strategic objective field.
        Note:
        You can set strategic objectives by navigating to Continual Improvement > Strategy Objectives.

        You can add assigned trainings and virtual coach items to the related lists, if applicable, to complete the coaching opportunity.

    Coaching admin defines a trigger condition

    Table 1. Coaching Opportunity form
    Field Value
    Number COP0000109
    Name Incident Process: Coaching on Incident Reassignment
    Description Coach a user on the reassignment process of an incident, including adding comments, CI, and category.
    Table Incident [incident]
    Trainee Assigned to
    Trainee group Trainee group
    Coach group Coach Group
    Active Selected
    Trigger Option: Assigned to
    Operator: changes
    Table 2. Coaching Opportunity tabs
    Field Value
    Frequency
    Random sample (%) 100
    Assessment duration 5 days
    Surveys
    Survey taken by Coach Trainee Assessment Survey (provided by coach)
    Survey taken by Trainee Coach Effectiveness Survey (provided by trainee)
    Related KPIs
    Improvement KPI Number of reassigned open incidents
    Strategic objective Retrofit Staffing to include more global logistics
    Snapshot Settings
    Snapshot fields Resolution code, Resolution notes, Work notes