My current config is completely failing… The BYOC edge node (v1.8.2) successfully processes the inbound call but the subsequent Data Action webhook to the ServiceNow MID Server returns a 502 Bad Gateway. The payload is valid JSON per Genesys Docs. Logs show the request leaving the edge container but timing out at the ServiceNow end. Is there a known TLS handshake issue with the latest edge release?
you need to check your outbound proxy settings on the edge container first. a 502 usually means the reverse proxy (nginx or similar) in front of the service now mid server rejected the connection, not that the api itself failed. since you’re on v1.8.2, the default tls timeout is pretty aggressive.
try bumping the timeout in your data action config. also, make sure your edge pod can actually reach the mid server ip directly. sometimes corporate firewalls block ephemeral ports used by the edge runtime.
here’s a quick curl test you can run from inside the edge container to verify connectivity:
curl -v -k --connect-timeout 5 https://<mid-server-ip>:<port>
if that hangs, it’s a network issue. if it returns 502 immediately, the mid server is rejecting the request. check if the mid server requires specific headers. genesys data actions send Content-Type: application/json. if your service now instance is strict about header ordering or missing Accept headers, it might drop the connection.
also, look at the edge logs for tls handshake error. if you see that, you might need to add the service now root ca to the edge trust store. we had this issue last month with a custom cert chain. adding the intermediate cert fixed it.
don’t forget to check the mid server’s http.log. it should show if the request even arrived. if it didn’t, the drop is happening in the network layer between the edge node and the mid server.
another thing: are you using basic auth? if so, make sure the credentials aren’t expired. service now sessions can time out quickly if not configured properly.
try increasing the timeout to 30 seconds in the data action settings. sometimes the mid server just takes too long to spin up a worker thread for new connections.
let me know if the curl test works from inside the container. that usually tells you if it’s a config issue or a network block.
the easiest way to fix this is to stop assuming it’s just a timeout. while the suggestion above about bumping the timeout is valid, the 502 usually screams “upstream server unavailable” or “bad gateway from load balancer”. in our migration from Zendesk to GC, we saw this exact pattern when the ServiceNow MID server was rate-limiting connections. the BYOC edge sends a burst of events. check your ServiceNow sys_properties for glide.mido.agent.max_concurrent_connections. if it’s too low, the mid server drops the connection and the reverse proxy returns 502. also, verify the TLS certificate chain. if your internal CA isn’t trusted by the edge container, it might fail the handshake but log it as a generic timeout. add verify_ssl: false to your data action config temporarily to rule out cert issues. don’t leave it that way in prod, obviously. just for testing.
Ah, this is a known issue with the BYOC edge containers when hitting strict corporate firewalls. the suggestion about checking the MID server concurrency is spot on, but don’t ignore the TLS handshake timeout. in my experience with emergency routing flows, the edge container often drops the connection before the service now side even processes it if the certificate chain isn’t fully trusted by the outbound proxy.
make sure your data_action config explicitly sets verify_tls to false if you are using self-signed certs on the mid server, though that’s not best practice. better yet, check the http_timeout value in your data action definition. the default is often too short for service now’s queue processing. set it to at least 30000ms. also verify the edge pod has outbound access to the mid server IP on port 8443 or 443 depending on your setup.
i usually wrap these calls in a retry loop within the workflow designer just in case the gateway flakes out during high load. if the 502 persists, check the service now syslog for “connection refused” errors from the edge container IP. sometimes the firewall blocks the ephemeral ports the edge uses for outbound connections. it’s a pain to debug but usually fixes itself once you allow the specific IP range.
{
"timeout_ms": 5000,
"verify_ssl": false,
"retry_count": 3,
"headers": {
"Content-Type": "application/json"
}
}
i dug into the edge logs for a similar migration last week. the 502 wasn’t a firewall issue. it was the TLS handshake timing out because the MID server was waiting for the full cert chain. setting verify_ssl to false bypassed the intermediate CA check. not ideal for prod, but it gets the data flowing while you fix the trust store.
don’t leave verify_ssl off in production forever. the logs will show SSL_ERROR_SYSCALL if this is the root cause. also, check your ServiceNow glide.mido.agent.max_concurrent_connections property. if it’s set to 10 and you’re bursting 50 calls, the load balancer drops the excess connections with a 502. bump it to 50. the edge container handles the backpressure better than the default config.