- Genesys Cloud Platform Version: 2024-03
- Integration: ServiceNow Data Action (REST API)
- Architect Flow: Digital Channel Screen Pop Trigger
- Error: HTTP 502 Bad Gateway
Can anyone clarify why an internal webhook trigger within an Architect flow fails specifically when attempting to write to ServiceNow via a Data Action? The setup involves a digital channel interaction triggering a screen pop, which subsequently calls a Data Action to create an incident. The ServiceNow endpoint is verified as accessible via Postman using the same credentials and payload structure. However, within the Genesys Cloud environment, the Data Action consistently returns a 502 error after approximately 30 seconds, despite the timeout being configured for 60 seconds.
Inspecting the flow logs reveals that the initial HTTP request from Genesys Cloud to the intermediate integration server (hosting the transformation logic) succeeds, but the subsequent outbound call from that server to ServiceNow appears to hang or be dropped. The payload includes sensitive PII fields masked via custom encryption. Is there a known limitation regarding concurrent outbound connections from Genesys-hosted integration servers to external SaaS platforms like ServiceNow? The KB articles on Data Actions do not explicitly mention connection pool exhaustion or firewall restrictions specific to outbound HTTPS traffic from the integration layer. Checking the network traces, it seems the TCP handshake completes, but the TLS negotiation fails silently.