service now incident link not showing in pagerduty incident

we have created a new PD service and copy the working SNOW extension to it.
We received the alert from the monitoring system (DATADOG) and a SNOW ticket is created.

However the SNOW incident number/link does not show up on the PD incident.
This does show up on a different PD service using the same SNOW extension.

Any thoughts?

Can you test the User Authentication and webhook authentication in ServiceNow? If that yields no results, we may need to have you enable debug mode and send us logs for an incident that has this issue so we can look closer into it.

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