Getting note unlocks ticket

[zhakal]

Hi,

When we have a ticket locked to a consultant and the customer replies with a note to it, it automatically unlocks the ticket (OTRS 3.0.9). This makes it harder for the right consultant to follow up the given ticket.
The status on the ticket is still set to new, open or pending reminder, doesn't seem to affect how the locking mechanism works.
Is it possible somehow to turn this off?

[crythias]

can you post the System Log with regard to that event?

[zhakal]

A ticket is locked on another consultant, i add a note to it, it gets unlocked and locked to me instead.

All the system log states is (email replaced by ####):
Sun Jul 31 03:13:32 2011 notice OTRS-CGI-10 Sent agent 'AddNote' notification to '####'.

If a custom sends in an note the system changes to the system "admin" account as it's read by the mail fetching user.

[MichaelR]

Do you have responsible enabled?
How do you have the requiredlock settings in sysconfig set up for AddNote?

If setup right, you shouldn't be able to add a note to another agents locked ticket.

[zhakal]

The Ticket::Frontend::AgentTicketNote###RequiredLock is set to NO

We want to be able to add a note to another agents ticket without taking ownership from him when we add a note.
Same goes for customers if they email in a note to the given ticket, then the system account shouldn't be set to owner which happens now as the system "adds" the note to the ticket.