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How do I resolve assessment issues?

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Written by Daria Nasedkina

Overview

When a learner flags an issue in their assessment that they can't resolve themselves, it's passed to an administrator to review. You can resolve issues at any time until the assessment is completed, either one at a time or all at once.

Resolving issues individually

  1. Click the Assessments tab on the menu bar at the top of the page.

  2. Find the learner by filtering — see How do I filter assessments? The progress bar for learners who've completed their assessments appears full:

    • Green bar: no issues reported.

    • Orange bar: issues that need your attention.

  3. Click the Open button on the right of the learner's details to show the assessment.

  4. To find questions, scroll down the assessment or click a topic link in the Outline.

  5. Read the issue and the learner's comments, then choose an action:

    • To add comments, click Add a comment, then Send. Comments are visible to the learner.

    • To add an action, click the Mark as arrow and select: Resolved (the issue is resolved), Acceptable risk (risk level is determined by your employer's policies), or Not applicable (the issue doesn't apply).

  6. Continue scrolling through the questions and resolving issues.

  7. Once all issues are resolved, a pop-up prompts you to complete the assessment. Check you have no more changes to make, then click Complete assessment.

  8. To exit, click the Exit button at the top of the page.

Resolving issues in bulk

If an assessment has more than one unresolved issue, you can apply a single action and comment to all of them at once.

  1. Click the Assessments tab to show the Assessment management page.

  2. Find the learner by filtering — see How do I filter assessments?

  3. Click the Open button on the right of the learner's details to show the assessment.

  4. Click the menu icon on the right of the Exit button.

  5. Select Mark all unresolved issues as… and choose Resolved, Acceptable risk, or Not applicable.

  6. Add a comment to explain your action.

  7. Click Apply.

FAQ

How do I know if a learner has unresolved issues in their assessment?

The assessment Issues counter shows the current number of unresolved issues the learner has raised.

How do I know which questions require my attention?

Questions that need resolving are labelled with an alert symbol and the text An action is required.

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