Looking for advice on the following configuration issue regarding Data Actions:
We are experiencing intermittent 504 Gateway Timeout errors when invoking a specific Data Action within our primary inbound flow. The endpoint processes correctly in low-load testing, but fails during peak hours in the Europe/Paris region. The dashboard indicates the external service responds within 800ms, yet Genesys Cloud drops the connection before completion. Has the default timeout threshold changed recently?
Check your Data Action configuration for the timeout property. It defaults to 2500ms, which might be cutting off the request if the ServiceNow instance is under load.
{
"name": "CreateIncident",
"type": "REST",
"url": "https://your-instance.service-now.com/api/now/table/incident",
"method": "POST",
"timeout": 5000,
"headers": {
"Authorization": "Basic {{base64(user:pass)}}"
}
}
Increasing this to 5000ms usually resolves the 504s during peak hours. The Genesys Cloud infrastructure is reliable, but the external hop to ServiceNow can introduce latency spikes. If the issue persists, verify that the ServiceNow endpoint isn’t rate-limiting requests. The 504 indicates Genesys Cloud gave up waiting, not that ServiceNow rejected the payload. Ensure the payload size isn’t excessive, as larger bodies take longer to transmit. Also, check if the ServiceNow instance is in a different region, as cross-region latency can push response times beyond the default threshold.