Root cause policy

The root cause is the why of a complaint — different from the attribute, which says where it hurt. Recording it is what makes the same cause visible when it comes back in different cases.

When to require it

Each treatment flow chooses:

• Never — the analysis is optional.
• Always — every case only closes with the cause recorded.
• Conditional — required only in some cases: those with certain attributes, or those matching a condition on the response.

Always requiring it tends to become a formality: recording the cause of every simple complaint empties the record. That is why the institution chooses when.

The rule is frozen in the case

The policy applies from the opening of the case. Editing the flow in March does not start requiring analysis for a case opened in January — the rule that applies to each case is the one from the day it opened.

At closing

When the policy requires it, the case does not close without the analysis — through any closing path. If the cause registry is empty, a text analysis is enough, and the screen says what is lost without the registry.

Closing schedules the effectiveness check: after the deadline, someone answers whether the cause came back. If the action was not effective, the case can be reopened or give rise to a new one.