Can you post up the parts of your process where you have notifications set to go out to see if there's anything missing there.
Did you get this to work? One of our analyst woudl liek an emailt o open a request and i wasnt sure you could do that
For general trouble shooting of email there are a number of articles to look at, here is one
Emails can certainly generate a request. You'd normally have a dedicated email address for requests as opposed to incidents and then configure inbound email to look at two post offices and generate two processes with two sets of email mappings. The mail manager guide should point you in the general direction of setting this up