[rt-devel] Loop when two RT-IR instances communicate between them

[Iñaki de Eguía Díez]

Hello,


(Sorry for including two lists, but I don't know which one is the appropiate for this issue).


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).


We have two entities (A and B), each one with its respective RT & RT-IR instance.

When A receives an Incident Report, it creates the Incident and, to solve it, it launches an Investigation to B.


B receives that email and is automatically parsed as a new Incident Report.
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.


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.


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.


So, the question is: is there any configuration ​solution or workaround to avoid this?


Thanks in advance


Best regards


Iñaki de Eguía Díez
Desarrollador - Entornos Abiertos
inaki.deeguia at csa.es<mailto:inaki.deeguia at csa.es>



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