Scenario: You are an Administrator and the opportunity you are managing has a Comments & Ratings Routing Step type. You have finished assigning reviewers and soon realize the Rating Scale (rating range) you included is incorrect.

What to Do: Although double-checking your rating scale(s) before assigning reviews is a best practice, we all make mistakes. Unfortunately, once you have assigned reviewers, the scale is “locked” from editing. However, there is a set of steps you can take to correct the scales when this happens. 

You will want to first review the steps below to determine if it makes sense for you: (1) to follow these steps or (2) to delete all affected review assignments entirely, then re-assign to a newly-created Routing Step.

Note: If you employ this method, all reviews for this Routing Step (submitted or in process) will be deleted and reviewers will need to re-enter their feedback. Before moving forward, you may want to download review data, so you have a copy of those reviews.

• Go to Manage Tab > Click opportunity title.
• Click Edit to enter Edit mode.
• Click Routing Steps section.
• Expand the routing step you need to change (click on blue arrow after Routing Step Title).
• Copy all Routing Step information and criteria, as well as label and instructions, and save somewhere (e.g., a Word document).
• Change the routing step to a different Routing Step type by clicking the dropdown in the “Routing Step Type” field. Any type you select is fine.
• You will immediately get a warning message, but just click Ok.
• You will receive another modal asking if you want to notify reviewers assigned to this step. 
  • That is up to you. If you notify them by clicking Ok, they will receive an email that the routing step has changed, and they need to re-submit reviews. 
  • If you do not want to notify them, click Cancel.
• Click Save Edits on the right.
• Click Return to Manage Workspace in green box at the top.
• Click Edit > Routing Steps.
• Now expand the routing step again.
• Select the original/correct routing step type (Comments & Ratings). The warning modal messages will repeat as before.
• Edit the criteria and rating scale(s) as needed. If you need to invert the scales to make 1 the highest, make sure to do that as well.
• When edits completed, click Save Edits on the right.

Note: If you decide not to employ this method, another option would be to delete review assignments by batch for this routing step, and then create a brand new step and re-assign reviewers. This will also delete all reviews submitted or in process for the routing step. 

Have more questions about this topic? Go to the Community Forum to pose the question to other users or submit a support ticket to InfoReady.