So I’m seeing a very odd bug with our Data Action invoking the ServiceNow REST API for automated ticket creation. The flow consistently throws a 504 Gateway Timeout despite the payload matching the schema in Genesys Docs. Verified the SNOW endpoint is reachable via curl, so this looks like an internal timeout configuration issue.
This happens because the default timeout configuration for outbound HTTP requests within Genesys Cloud Architect data actions, which is significantly lower than the processing time required by ServiceNow instances under load. The 504 Gateway Timeout indicates that the Genesys platform did not receive a response within the allotted window, typically three seconds for synchronous calls. To resolve this, navigate to the Data Action configuration in Architect and locate the ‘Timeout’ field. Increase this value to 10 or 15 seconds to accommodate the latency introduced by ServiceNow’s orchestration engine. It is also advisable to verify the ServiceNow endpoint performance using the conversation detail views to ensure the delay is not stemming from server-side queuing rather than network issues. Adjusting the timeout allows the platform to wait for the full lifecycle of the ticket creation process before returning control to the flow. This adjustment aligns with best practices for integrating with external CRM systems that require substantial processing time for record creation.
Pretty sure the timeout field in HCL is timeout_ms. Setting it to 30000 usually resolves 504s for SNOW.
genesyscloud_data_action {
...
timeout_ms = 30000
}
Verify the value in the deployed config. The default is often too low for ticket creation payloads.