BYOC Edge Connector 502 Bad Gateway on ServiceNow Incident Creation

Voice & Telephony
1

Anyone know why the BYOC Edge Connector is returning a 502 Bad Gateway when routing digital channel payloads to the ServiceNow incident table endpoint? The local edge logs show the payload is successfully transformed, but the upstream connection to the ServiceNow instance drops immediately after the initial handshake.

  • Verified the ServiceNow endpoint is accessible directly from the Genesys Cloud VPC via curl with valid OAuth tokens.
  • Confirmed the webhook payload structure matches the ServiceNow REST API schema exactly, including required fields like caller_id and category.
2

To fix this easily, this is to disable verify_ssl_certificates in the outbound routing config, as ServiceNow often uses intermediate certs that break the BYOC edge handshake. Check if trust_all_certs: true resolves the 502 immediately.