The default tracing in stdlog do not report error.
To see the cause, we will increase the log level
1/ at the command line on the Service Desk server, execute
pdm_logstat -n pdm_maileater_nxd 500
2/ recreate the problem (send an email to maileater)
Reset the tracing to default
pdm_logstat -n pdm_maileater_nxd
3/ examine the NX_ROOT\log\stdlog.*
Do we have a message like this one
xxxxxx pdm_maileater_nxd yyy TRACE pdm_maileater_nxd.c zzz Filter match Not Found. This is the last Filter. Message will not be applied.
3/ If we have this message, it confirms the problem is about the subject of the email not matching the "filter string".
check the "filter string" in the mail rule
We should not have space on the top or at the end of the filter string.
Logon on ServiceDesk app
Administration tab, email, "mailbox rule"
Edit the rule matching the subject
" [ \t\r\n]Urgent in[ \t\r\n]"
"[ \t\r\n]Urgent in[ \t\r\n]"