Data Action HTTP Timeout vs ServiceNow REST API Latency in Genesys Cloud

• Anyone free to help troubleshoot this persistent timeout issue occurring within a Genesys Cloud Data Action configured to push conversation metadata to a ServiceNow REST API endpoint for automated ticket creation.
• The environment is deployed on the US1 BYOC edge, and the integration relies on a standard HTTP POST request within the Data Action configuration to sync agent notes and conversation IDs to the ServiceNow incident table.
• The specific error returned in the Data Action execution logs is a 504 Gateway Timeout, accompanied by a generic ‘Connection reset by peer’ message, which suggests the underlying socket connection is being terminated before the ServiceNow instance can process the payload and return a 200 OK response.
• The ServiceNow endpoint is secured via OAuth 2.0, and the authentication handshake completes successfully, as evidenced by the initial 200 response during low-traffic periods; however, when concurrent call volume spikes above 50 CPS, the latency on the ServiceNow side increases to approximately 4-5 seconds, exceeding the default timeout threshold observed in the Genesys Cloud Architect logs.
• I have verified the payload structure using Postman, and the JSON body includes flattened fields for agent_id, customer_id, and conversation_uuid, ensuring no nested object serialization errors occur, which was a previous issue with WFM schedule publishing.
• The question is whether the Data Action HTTP connector in Genesys Cloud allows for a configurable timeout value per request, or if the timeout is hardcoded to a lower value that cannot be adjusted via the standard REST API configuration.
• I have checked the documentation for the /api/v2/data-action endpoint, but there is no explicit mention of a timeout parameter in the request body schema for the HTTP action configuration.
• Any insights on how to handle high-latency downstream integrations without triggering these 504 errors would be appreciated, particularly if there is a recommended pattern for implementing retry logic or asynchronous queuing within the Data Action framework.

The official documentation states that HTTP Data Actions in Genesys Cloud enforce a strict 30-second timeout limit for outbound requests. When connecting to ServiceNow, especially with large conversation payloads, this default is often insufficient due to network latency between the US1 BYOC edge and the ServiceNow instance. To resolve this, you need to optimize the payload size rather than just waiting for the timeout. Check if you are sending the full transcript or just the necessary metadata fields like conversationId and agentNotes. Reducing the JSON body size significantly decreases transmission time. Additionally, ensure the ServiceNow endpoint is configured to accept compressed payloads. If the issue persists, verify the timeout setting in the Data Action configuration, though it cannot exceed the system hard limit. A common fix is to implement chunking or use a middleware service to buffer the data if the ServiceNow API response time consistently exceeds 25 seconds. This prevents the 504 Gateway Timeout errors from breaking the workflow.