Hi i have a query on Problem management.
We have a scenario where a Problem record has been raised, root cause has been done but we have then needed to revert this back to Investigation, with this i want those fields in Root cause to be wiped ready for the the new Root cause information to be captured. Does anyone have any advice guidance on best ways to action ? Pretty new in this area!
You could do a before update business rule with conditions like below. This is based on out of the box when clicking the re-analyze button and it sending it back to Root Cause Analysis state. Since your field don't seem to be out of the box I'm not sure what over customizations you have.
Then on the actions tab you can just list out the field you want to blank out like this.
