Could you please attach logs? It may help us.
How to extend logging
Can you append this lines to your logger:
<logger name="com.solarwinds.oncall.email.EmailPollerImpl" level="TRACE" />
<logger name="com.solarwinds.oncall.workflow.WorkflowControllerImpl" level="TRACE" />
<logger name="com.solarwinds.oncall.email.parser.MessageParserEngineImpl" level="TRACE" />
login into appliance (with admin/admin credentials; SolarWings Management tab > Edit Settings > logback-config.xml)
