CQ Summer ’26 | Complaints | Enhanced Decision Tree

Overview

This epic introduces a new Dynamic Decision Tree Questionnaire experience for Complaints, designed to streamline how users progress through Decision Tree question flows.

Instead of navigating static questionnaires with repeated “Next” actions, users now experience an adaptive, real‑time question flow, where the next question is displayed automatically based on the previous answer. Only relevant questions are shown, improving both usability and accuracy.

In addition to execution improvements, this epic introduces a configurable Decision Tree review capability, allowing organizations to control whether Decision Tree outcomes require review based on administrative configuration.

This epic enhances user experience, governance, and compliance, while preserving existing Decision Tree logic and branching rules.

🎯 Epic Objective

The objective of this epic is to:

• Improve Decision Tree execution efficiency by removing unnecessary navigation

• Provide a dynamic and context‑aware questionnaire experience

• Ensure users only see questions relevant to their responses

• Introduce governed review control for Decision Tree results

• Support compliance and audit requirements without altering decision logic

Ultimately, the epic aims to reduce completion time for long questionnaires, improve data quality, and provide controlled review and rework lifecycle support for Decision Tree workflows in Complaints.

🧭 Epic Intent

What This Epic Enables

• Dynamic Decision Tree execution

  • No repeated “Next” clicks

  • Instant progression based on prior answers

  • Cleaner, more intuitive user experience

• Configurable Decision Tree Review

  • Admin‑controlled feature via Manage Decision Tree Review setting

  • Review automatically enforced or bypassed based on configuration

  • Ability for users to adjust Review Required at the record level (where allowed)

• Governed Behavior Based on Configuration

  • When review is Active:

    • Review Required is set automatically

    • Decision Tree results are routed for review

    • Users may adjust review at the individual complaint level

  • When review is Inactive:

    • Review Required is unchecked and disabled

    • Decision Tree completes without review

    • System proceeds directly with downstream workflows

• Review, Rework, and Re‑run Support

  • Full review lifecycle (approve / rework)

  • Controlled re‑execution of Decision Trees

  • Preservation of execution history

  • Rework correction loop with reassignment and re‑review

• Compliance and Audit Support

  • Optional e‑Signature enforcement during execution, review, and re‑run

  • Comment capture in workflow steps and complaint activity history

Default Behavior

• Upgrade customers

  • Manage Decision Tree Review = Inactive by default

• Fresh installations

  • Manage Decision Tree Review = Active by default

This ensures backward compatibility while enabling review governance for new customers.

Out of Scope

This epic does not:

• Change Decision Tree branching logic

• Change question content

• Modify AI decision logic

• Introduce new regulatory rules

Existing content and logic remain unchanged; only execution, governance, and lifecycle behavior are enhanced.

Ticket‑by‑Ticket Functional Summary

Epic: SQX‑51223 – Complaints | Enhanced Decision Tree

1. SQX‑51902 — Create review feature activation card inside CQ Admin

This ticket introduces a CQ Admin–level feature activation card named “Manage Decision Tree Review” on the CQ Admin Home Page (Complaint section).

The setting controls whether Decision Tree Complaint workflow steps require review. It is backed by custom metadata and acts as the root configuration governing all Decision Tree review behavior in this epic.

When enabled, Decision Tree execution results are eligible to be routed for review; when disabled, review is bypassed.

Default behavior:

• Inactive by default for upgrades

• Active by default for fresh installations

This ticket establishes the foundational configuration used by all downstream review‑required enforcement and workflow behavior introduced in this epic.

2. SQX‑51910 — Running Decision Tree pop‑up screen without AI

This ticket defines the core execution UI for non‑AI Decision Tree workflows in Complaints.

When a regulatory user executes a Decision Tree Complaint workflow step, the Decision Tree runs in a modal pop‑up screen that dynamically renders questions based on prior answers, eliminating manual “Next” navigation.

The pop‑up displays:

• Decision Tree name

• First question, followed by dynamically rendered subsequent questions

Button behavior is strictly enforced:

• Submit is left‑aligned, appears only when execution reaches the last question, and is enabled only after all questions are answered

• Cancel is always visible and enabled whenever the pop‑up loads

• Finish is displayed but remains disabled until Submit is enabled

Vertical scrolling is used when Decision Trees contain a large number of questions.

This ticket defines execution UI behavior only and explicitly excludes review, routing, notification, re‑run eligibility, and compliance logic.

3. SQX‑51911 — Handle “Review Required” field at CQ Task Library level

This ticket defines task‑level configuration for Decision Tree review in the CQ Task Library.

When a CQ Admin selects Task Type = Decision Tree for a Complaint CQ Task, the system displays a “Review Required” field. The behavior of this field is governed by the Manage Decision Tree Review metadata setting.

• When metadata is Active, the Review Required field is checked by default and can be modified by the admin.

• When metadata is Inactive, the Review Required field is displayed as unchecked, and the system prevents enabling it, displaying an error message if attempted.

This setting applies only to Decision Tree CQ Tasks and establishes the task‑level default used by downstream review enforcement. No other workflow steps are impacted.

4. SQX‑51916 — Handle “Review Required” field on Initiate screen

This ticket enforces Decision Tree review governance during Complaint initiation.

When initiating a Complaint with a Decision Tree task type, the Review Required value is inherited from the CQ Task Library and displayed accordingly.

• If Review Required is checked, the Reviewer field becomes mandatory, and the Complaint owner may modify the value and save.

• If Review Required is unchecked and the Manage Decision Tree Review metadata is inactive, the Reviewer field is disabled, and the system blocks enabling review, displaying an error message.

Unsupported task types such as Sample Request and Script are explicitly blocked from enabling review.

This behavior applies only to Decision Tree workflow steps and does not impact other workflow types.

5. SQX‑51917 — Handle “Review Required” field on Completing Triage screen

This ticket extends Decision Tree review enforcement to the Completing Triage stage.

When completing triage for a Decision Tree workflow step, the Review Required value is inherited from the CQ Task Library and enforced based on the Manage Decision Tree Review metadata setting.

• If Review Required is checked, the Reviewer field is mandatory, and the Complaint owner may modify the value and save.

• If Review Required is unchecked and metadata is inactive, the Reviewer field is not displayed, and the system blocks enabling review, displaying an error message.

Unsupported task types such as Sample Request and Script are explicitly blocked from enabling review.

This behavior applies only to Decision Tree workflow steps and does not impact other workflow types.

6. SQX‑51918 — Handle “Review Required” field on WF step details screen

This ticket adds workflow‑step‑level control for Review Required on Decision Tree WF step details.

The Review Required value displayed on the WF step is governed by the CQ Task Library configuration and the Manage Decision Tree Review metadata setting.

• If Review Required is checked and metadata is active, the field can be modified, and the Reviewer field becomes mandatory.

• If Review Required is unchecked and metadata is inactive, the Reviewer field is not displayed, and the system blocks enabling review, displaying an error message.

This behavior applies to both standard and ad‑hoc Decision Tree workflow steps and does not impact any other workflow types.

7. SQX‑52094 — Cancel and Submit button functionality on Running Decision Tree pop‑up

This ticket defines runtime behavior for the Cancel and Submit actions on the Running Decision Tree pop‑up screen.

• Cancel exits Decision Tree execution without saving any responses and redirects the user back to the Complaint record details page. Re‑initiating execution opens the Decision Tree pop‑up again.

• Submit evaluates Decision Tree responses. If reports or multiple outcomes are generated, the user must review and confirm the results before proceeding.

When the Decision Tree pop‑up is reopened after Cancel or Submit, previously entered answers are retained. Any changes to answers trigger re‑calculation of Decision Tree results.

This ticket defines execution‑time behavior only and does not include review routing, notifications, re‑run eligibility, or compliance logic.

8. SQX‑52100 — Assignee completing Decision Tree Task and WF step goes for review

This ticket defines the workflow transition from assignee execution to review for Decision Tree workflow steps.

After executing the Decision Tree using the Running Decision Tree pop‑up, the assignee submits responses and clicks Finish. The workflow step transition is determined by the Review Required value:

• If Review Required = true, the workflow step moves to In Review

• If Review Required = false, the workflow step completes directly

This behavior applies to both user‑assigned (Draft) and group‑assigned (Open) Decision Tree workflow steps. This ticket governs only the execution‑to‑workflow handoff and does not define reviewer tasks, notifications, or review execution.

9. SQX‑52101 — Notification for Decision Tree Task review

This ticket ensures that reviewers are notified when a Decision Tree workflow step is submitted for review.

When Review Required is enabled and Perform Review is active, the system sends notifications to the assigned reviewer through multiple channels:

• Email notification, including Complaint number, task name, due date, and a direct link to the Complaint record

• Home → My Tasks, displaying the Perform Review task with due date

• Bell notifications, linking directly to the Complaint record

Notifications are sent only to the assigned reviewer, who is different from the assignee.
This ticket governs reviewer notification only and does not control workflow routing or review execution behavior.

10. SQX‑52102 — Decision Tree flow when review is required

This ticket defines the reviewer execution workflow for Decision Tree workflow steps when Review Required is enabled.

When a Decision Tree WF step enters In Review, the assigned reviewer must perform Perform Review, which launches the Decision Tree in review mode. The reviewer reviews the execution results, enters comments, and selects a Result.

• Approve → the WF step transitions to Completed

• Rework → the WF step returns to Open and is reassigned to the assignee

Result selection is mandatory; the system blocks save and displays an error if no Result is selected. This ticket governs only review execution and WF state transitions and does not control notifications or review configuration.

11. SQX‑52103 — Decision Tree flow when review is not required

This ticket defines the fast‑path execution flow for Decision Tree workflow steps when Review Required is unchecked.

In this scenario, assignees execute the Decision Tree using the Running Decision Tree pop‑up and submit responses. Any reports or multiple outcomes generated must still be reviewed and confirmed by the assignee. Once execution and required confirmation are completed, the workflow step transitions directly to Completed.

No Perform Review task is created, and no reviewer notification is sent. This behavior applies to both user‑assigned and group‑assigned Decision Tree workflow steps.

12. SQX‑52104 — Support for e‑sign while running Decision Tree and its review

This ticket adds e‑Signature enforcement for Decision Tree workflow steps when the corresponding e‑Sign settings are enabled.

e‑Signature is enforced during:

• Decision Tree execution

• Decision Tree review

• Decision Tree re‑run

Users and reviewers must enter the correct password and sign off before proceeding. Any e‑Sign comments entered are captured in the appropriate assignee or reviewer comment fields on the Decision Tree workflow step and are also logged in the Complaint activity history.

This ticket introduces compliance enforcement only and does not alter Decision Tree execution logic or workflow routing.

13. SQX‑52167 — “Perform Review” eNBA must be supported

This ticket ensures that reviewers have a clear, actionable task when a Decision Tree workflow step is submitted for review.

When the assignee completes a Decision Tree WF step and submits it for review, the assigned reviewer sees a Perform Review eNBA on the Complaint record. The eNBA displays the task name, review action, assigned reviewer, and due date.

Clicking Perform Review launches the Running Decision Tree pop‑up in review mode, allowing the reviewer to complete the review actions. This ticket governs reviewer task visibility only and does not define review routing or result behavior.

14. SQX‑52169 — Rerun Decision Tree

This ticket defines how Decision Tree re‑execution works when a previously executed Decision Tree is run again.

Users can re‑run an existing Decision Tree using the same dynamic execution pop‑up UI as the initial run. If multiple Decision Trees are available, the user is prompted to select which Decision Tree to re‑run. An informational message is displayed indicating the last execution details before re‑execution begins.

Previous execution history is preserved. Upon re‑run, existing answers are replaced with new responses, and Decision Tree output reflects only results generated after re‑execution.

This ticket governs re‑execution behavior only and does not control re‑run eligibility, review routing, or compliance rules.

15. SQX‑52222 — Filter and display only eligible users in Reviewer field

This ticket restricts the Reviewer field for Decision Tree workflow steps to display only active, authorized users.

When a Complaint owner selects a reviewer for a Decision Tree WF step, the Reviewer field displays only users with valid reviewer permissions along with Admin users:

• CQ Complaint WF Step Reviewer

• CQ Complaint WF Step Reviewer PSG

• Admin users

Users without the required reviewer permission are excluded, preventing invalid reviewer assignment. This ticket governs Reviewer field filtering only and does not affect workflow routing, notifications, or review execution.

16. SQX‑52237 — Assignee completing Decision Tree Task after Result = Rework

This ticket defines the rework correction flow for Decision Tree workflow steps.

When a reviewer selects Result = Rework, the workflow step returns to Open and is reassigned to the assignee. The assignee is notified via email and bell notifications, and can re‑execute the Decision Tree using the Running Decision Tree pop‑up, address reviewer comments, and resubmit the step.

After re‑submission and Finish, the workflow step again moves to In Review, and the review process repeats as defined in Decision Tree flow when review is required (T10).

This ticket governs post‑rework assignee behavior only and does not alter review or routing logic.

17. SQX‑52873 — Re‑run Decision Tree when custom metadata setting is “Active” (without AI)

This ticket adds governance to Decision Tree re‑run eligibility using a custom metadata setting.

When a Decision Tree has already been executed and the execution type is non‑AI, the Re‑Run Decision Tree option is displayed only when the metadata setting is Active. If the setting is Inactive, the re‑run option is hidden or disabled, preventing re‑execution.

This ticket governs whether re‑run is allowed and does not alter the re‑run execution behavior defined in SQX‑52169.