Service email integration no longer creating alerts

We have been using Pager Duty for a number of years, and have a service configured with an email integration which has been function without issue. Emails would be sent to the integration email address, and new alerts/incidents would be created.

I recently updated the settings, and a couple of days later, the integration stopped creating new alerts.

  • Email Management was originally configured to “Open a new alert for each new trigger email subject”. I changed this to “Open a new alert for each trigger email”.
  • The “Reduce Noise” service setting had previously not been configured. I changed this so that " Time-Based Alert Grouping is currently set for 2 minutes".

Is there a way to troubleshoot this, or are there logs which may show why new alerts are no longer being created? I attempted to disable and then re-enable the service, hoping that this might fix the issue. I also opened a ticket with PD support earlier today, but have yet to be contacted by a support technician.

Any assistance would be greatly appreciated.