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<p>Hello,<br>
</p>
<p><br>
</p>
<p>(Sorry for including two lists, but I don't know which one is the appropiate for this issue).<br>
</p>
<p><br>
</p>
<p>I'm facing an annoying behaviour and I just wanted to know if there is an implemented solution or configuration to avoid or solved it (to code for a workaround is the next option xD).<br>
</p>
<p><br>
</p>
<p>We have two entities (A and B), each one with its respective RT & RT-IR instance.<br>
</p>
<p>When A receives an Incident Report, it creates the Incident and, to solve it, it launches an Investigation to B.<br>
</p>
<p><br>
</p>
<p>B receives that email and is automatically parsed as a new Incident Report. <br>
Requested information is provided and commented on the IR and a new email is sent to A, which will be added as a new comment on the Investigation.<br>
</p>
<p><br>
</p>
<p>Finally, A marks the Investigation as resolved, which automatically sends an email to B. That email i added as a comment in the B's Incident Report and, seeing that it has been resolved, B mark its IR as resolved as well. This latter action generates a new
email which is sent to A, adding its content as a new comment to A's Investigation and, this is the problem, reopening it. If A tries to mark the Investigation as resolved again, it will generate a new email which will reopen B's Incident Report, making a
loop of resolved-reopen object which will never allow to have both ticket resolved.<br>
</p>
<p><br>
</p>
<p>I know that there is a script that crontols the reopening of a ticket qhen correspondence is received, and I find it veryuseful, but in this case it is kind of a problem.<br>
</p>
<p><br>
</p>
<p>So, the question is: is there any <span style="font-family: calibri, arial, helvetica, sans-serif; font-size: 16px; background-color: #ffffff;">
configuration </span>solution or workaround to avoid this?<br>
</p>
<p><br>
</p>
<p>Thanks in advance<br>
</p>
<p><br>
</p>
<p>Best regards<br>
</p>
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<p><br>
</p>
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<td align="left" style="text-align: justify;"><font color="#ff8200" size="2"><b>Iñaki de Eguía Díez</b></font><br>
<font size="1">Desarrollador - Entornos Abiertos</font><font size="1"><br>
<a href="mailto:inaki.deeguia@csa.es">inaki.deeguia@csa.es</a></font></td>
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<p style="font-size:7pt; font-family: 'Verdana',serif;"><br>
<br>
En cumplimiento de la Ley Orgánica 15/1999, de 13 de diciembre, de Protección de Datos de Carácter Personal, los datos personales reflejados en este documento se incluirán en una base de datos informatizada de titularidad de Centro Regional de Servicios Avanzados,
S.A. Dicha base de datos se encuentra inscrita en el Registro General de Protección de Datos conforme a lo dispuesto en la legislación vigente y cumpliendo todas las medidas de seguridad del Real Decreto 994/1999, de 11 de junio, de medidas de seguridad de
los ficheros automatizados que contengan datos de carácter personal. Asimismo, el cliente dispone en todo momento de los derechos de información, acceso, rectificación, cancelación y oposición, que podrá ejercitar por escrito mediante carta dirigida al Responsable
de Seguridad, en la siguiente dirección: C/ López Bravo, 1. 09001 Burgos (España).
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