Looking for advice on handling latency issues when triggering a ServiceNow ticket creation from a Genesys Cloud AI Bot node. The flow proceeds through the NLP intent detection successfully, but hangs at the Data Action step configured to call the ServiceNow incident table API. The Architect trace shows a 504 Gateway Timeout after exactly 10 seconds, which aligns with the default Data Action timeout setting.
The ServiceNow endpoint is responsive via direct cURL tests, returning a 201 Created in under 200ms. The issue appears specific to the Genesys Cloud platform invocation. I have verified the OAuth token in the Data Action configuration is valid.
Is there a recommended pattern for asynchronous ticket creation in this context to prevent blocking the bot conversation? Or should the timeout be increased? Increasing the timeout risks degrading the customer experience if the downstream system is genuinely slow.
Current Data Action configuration:
name: CreateServiceNowIncident
http_method: POST
url: https://instance.service-now.com/api/now/table/incident
headers:
Content-Type: application/json
Authorization: "Bearer {{oauth_token}}"
body:
short_description: "{{bot_transcript}}"
description: "{{bot_transcript}}"
priority: 3
timeout: 10
The environment is Genesys Cloud EU1, latest release. ServiceNow version is Washington DC.