Thanks for the reply Alex!
Actually, that led me to the answer.. or rather another question.
She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work
Your pasted snippet doesn't include an on_create definition, which is used
to determine which status is applied to tickets created by email:
https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status
Probably a good idea to check that that's there and properly
Please disregard the bit about statuses needing to be 10 characters in
length or shorter. As of some release in the RT v4.0 series (the site
doesn't indicate which release, but probably v4.0.0), the limit is 64
characters:
https://www.bestpractical.com/docs/rt/4.0/RT/Ticket.html#Status
The wiki
