Encountering a persistent failure when attempting to export recordings with active legal holds via the Bulk Recording Export API in the Genesys Cloud London region (v2024.02). The initial export job submission via POST /api/v2/bulkrecordings/export succeeds, returning a valid job ID. However, the job status quickly transitions to FAILED with a generic 500 Internal Server Error.
The error payload in the job details indicates an issue during the S3 upload phase, specifically referencing “metadata validation failure”. This occurs only when the export filter includes recordings tagged with legal hold status. Exports of standard recordings without holds complete successfully and upload to the designated S3 bucket without issue.
Environment details:
- Region: London (v2024.02)
- Integration: AWS S3 via IAM User credentials with full bucket access
- Payload includes:
recordingIds,metadata(includinglegalHoldflags), anddestination(S3 bucket path) - SDK: Genesys Cloud API v2 (Python wrapper)
Has anyone observed similar behavior with legal hold metadata during bulk exports? The chain of custody requirements for these recordings are strict, and the inability to export them programmatically is blocking our discovery workflow. Manual export via the UI is not feasible due to the volume (approx. 5,000 recordings per request).
Noticed that the legalHold metadata field might be conflicting with the standard export schema. Is there a specific workaround or alternative endpoint for exporting legally held recordings? Also, checking if the S3 integration needs additional permissions for metadata-rich objects. Any insights into mitigating this 500 error would be appreciated. Need a reliable method to maintain audit trails for these exports.