Looking for some advice on troubleshooting this recurring 500 Internal Server Error when attempting to sync resolved ticket metrics from ServiceNow to Genesys Cloud Analytics. The architecture involves a Data Action triggered upon ticket closure, which calls the /api/v2/analytics/details/query endpoint to fetch final handle time and queue wait duration for the associated conversation.
The issue manifests specifically when the query parameters include a date_from and date_to range that spans a DST transition in the Europe/London timezone. The payload structure adheres to the specification found in the Genesys Docs. However, the response consistently returns:
{
"errorCode": "INTERNAL_SERVER_ERROR",
"message": "Failed to parse date range due to ambiguous timezone offset",
"status": 500
}
Standard ISO 8601 formatting with Z suffix is used, yet the service rejects the range. Is there a known limitation with the Analytics API regarding DST transitions in the London timezone for bulk data retrieval? The same query succeeds when the range is strictly within a single day or avoids the transition hour. Verification against the official documentation suggests the format is correct, but the backend behavior indicates a potential parsing bug or strict validation rule not explicitly documented.