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ServiceNow tickets not updating when node comes back online

I have an alert that will open a ServiceNow ticket when the node is down for 10 minutes. Reset condition is the default option (when trigger is no longer true).

SolarWinds is supposed to update the ticket when the node is back up, but over the past 4-6 weeks this has happened 3 times. i have to restart all SW services on all polling engines (9 servers) to get the integration to start working again. 

It can create the tickets fine, but once it's created it seems like SW can no longer talk to the ServiceNow API.

Here is my current version of everything (should be all up to date):
SAM, WPM: 2019.4.1 | Orion Platform HF4, IPAM HF1, NCM HF1, NPM HF2: 2019.4

Has anyone experienced this before? if so, what was your fix?