The problem was on the PAM side.
PAM was unable to create the ticket due to this error
Resource path not correct
In the ResourcePath of the process, it has
/CA Remedy Gateway/GatewayResources
Check in the CA Remedy Gateway, the GatewayResources was missing.
Looks like someone either rename it or delete it.
Found another resource called GatewayResources_Close which was either created or rename on Dec 13 2021. The contents has the original info, so we made a copy and rename it to GatewayResources.
Now PAM is able to create tickets.