<p dir="ltr">Your pasted snippet doesn't include an on_create definition, which is used to determine which status is applied to tickets created by email:</p>
<p dir="ltr"><a href="https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status">https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status</a></p>
<p dir="ltr">Probably a good idea to check that that's there and properly defined.</p>
<p dir="ltr">Additionally, although not referenced by the above page, I think statuses have a length limit of 10 characters. Your example defines statuses of up to 13 characters in length. I'm not sure whether that's contributing to your current issue or not. This limitation is mentioned on the wiki, although it also warns that the info is out of date, so it could be wise to search the release notes for changes to the status length limit:</p>
<p dir="ltr"><a href="http://requesttracker.wikia.com/wiki/CustomStatuses">http://requesttracker.wikia.com/wiki/CustomStatuses</a></p>
<p dir="ltr">Ticket creation via email could probably be disabled at the MTA configuration level by rejecting emails that don't reference a ticket number in the subject. I hope that the above ideas fix your issue though, and make disabling ticket creation via email unnecessary.</p>
<div class="gmail_quote">On 19/07/2014 4:22 am, "Wendi M." <<a href="mailto:wendi413@gmail.com">wendi413@gmail.com</a>> wrote:<br type="attribution"><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><div class="gmail_quote"><div dir="ltr">Thanks for the reply Alex!<div><br></div><div>Actually, that led me to the answer.. or rather another question.</div><div><br></div><div>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 anymore.</div>
<div><br>We have a custom lifecycle on these queues, and I imagine that is causing some error? We never make tickets that way, so I guess I never tried it.</div><div><br></div><div>Replies are confirmed working, and I can create tickets via email in other (default) queues fine.</div>
<div><br></div><div>So my question then:</div><div>What did I need to do to get email ticket creation working for custom lifecycles?</div><div>I already have the initial status setting as 'new" in RT_SiteConfig, but this email indicates it's blank?</div>
<div><div>---- snippet</div><div>Set( %Lifecycles, webdev => {</div><div> initial => [ 'new' ],</div><div> active => [ 'open', 'testing', 'dev_question', 'qc_question', 'qc_approved', 'dept_approved', 'pending', 'stalled' ],</div>
<div> inactive => [ 'resolved', 'rejected', 'deleted' ],</div><div> </div><div> transitions => {</div></div><div>------</div><div><br></div><div>Alternately, I'd love to turn off email ticket creation altogether honestly - can I do that? It's fine it doesn't work, would just need to get rid of that error email.</div>
<div><br>Thanks again!</div><div><br></div>
</div><div><div><div class="gmail_extra"><br><br><div class="gmail_quote">On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters <span dir="ltr"><<a href="mailto:alex@peters.net" target="_blank">alex@peters.net</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Have you enabled debug logging? The output of the log during the attempted ticket creation could be of great assistance.<div>
<br></div><div>Is the problem specific to this user? Can you confirm that she's attempting to create the ticket via email and not via the web? If she has web access, do you know whether the problem exists there also?</div>
</div><div class="gmail_extra"><br><br><div class="gmail_quote"><div><div>On 17 July 2014 01:51, Wendi M. <span dir="ltr"><<a href="mailto:wendi413@gmail.com" target="_blank">wendi413@gmail.com</a>></span> wrote:<br>
</div></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div>
<div dir="ltr"><pre style="white-space:pre-wrap">I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email</pre>
<pre style="white-space:pre-wrap"><span style="font-family:arial">Sub: Ticket creation failed: ticket ####</span><br></pre><pre style="white-space:pre-wrap">Status '' isn't a valid status for tickets in this queue.</pre>
<pre style="white-space:pre-wrap">She had made a ticket in a queue as usual and tried to change the status and received this error. I'm confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?</pre>
<pre style="white-space:pre-wrap">We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can't find anything. I'd love to upgrade, but I am pretty lost on that process.</pre>
<pre style="white-space:pre-wrap">Thanks in advance!</pre></div>
<br></div></div><span><font color="#888888">--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br></font></span></blockquote></div><br></div>
</blockquote></div><br></div>
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<br>--<br>
RT Training - Boston, September 9-10<br>
<a href="http://bestpractical.com/training" target="_blank">http://bestpractical.com/training</a><br></blockquote></div>