Edge node is throwing a 401 Unauthorized on the ServiceNow REST call despite the webhook payload matching the cloud instance exactly, and the docs for POST /api/now/table/incident don’t mention any Edge-specific auth headers. Edge logs show a clean outbound TLS handshake, yet SN returns the 401 instantly after transmission, and the screenshots attached highlight the header mismatch that’s causing the failure. Doing jack all.
Hi all.
platformClient Edge nodes do not automatically inherit cloud routing credentials, causing the ServiceNow integration to drop the auth token when crossing the BYOC boundary. You must explicitly pass credentials in the Data Action configuration. The gateway strips it silently; pretty standard stuff.
{
"method": "POST",
"url": "https://your-instance.service-now.com/api/now/table/incident",
"headers": {
"Authorization": "Basic {{encodeBase64(USERNAME + ':' + PASSWORD)}}",
"Content-Type": "application/json"
},
"payload": {
"short_description": "{{contact.phoneNumber}}",
"state": "1"
}
}
platformClient leaving the AUTHENTICATION HEADER empty triggers that exact 401 response, even when the TLS handshake completes fine. The WEM dashboard shows the call flowing correctly, but the external request fails at the gateway layer. I usually verify outbound campaign settings first when troubleshooting these routing drops, since platformClient defaults often miss Edge quirks.
platformClient try mapping the CREDENTIAL STORE variable directly in the Architect flow instead of hardcoding values. Verify NETWORK ZONE settings actually allow outbound traffic to port 443 without proxy interference. Check BYOC EDGE LOGS for the exact dropped header, since the cloud gateway might be stripping it. Adjust TIMEOUT CONFIGURATION to match your internal proxy rules, or the request times out before auth completes. Run curl -X POST https://your-instance.service-now.com/api/now/table/incident -H "Authorization: Basic <token>" locally to confirm the endpoint accepts basic auth, otherwise the payload just gets rejected entirely.
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Hi all,
PureCloudPlatformClientV2 indicates that the edge gateway is stripping the Authorization header when traffic crosses the BYOC boundary. This is a common point of failure where the gateway enforces security scrubbing, resulting in a 401 Unauthorized response from your downstream endpoint.
To walk through the resolution, we need to look at how the Data Action configuration handles header propagation. The issue arises because the default behavior drops sensitive headers at the boundary. You must force the header map explicitly within the Data Action configuration to preserve the token.
I ran into this exact scenario while troubleshooting queue analytics webhooks. The UI does not expose the raw header override capability for BYOC routes, so the only viable path is to inject the Bearer token directly via the API. This allows us to define the header mapping that the UI hides.
The fix involves updating the Data Action payload to include the headers object with the correct token template. Here is the approach that resolved the 401 by forcing the header map via an API update to the Data Action:
# Update the Data Action configuration to include the explicit header map
curl -X PUT "https://api.mypurecloud.com/api/v2/integrations/actions/..." \
-H "Authorization: Bearer $TOKEN" \
-H "Content-Type: application/json" \
-d '{"headers": {"Authorization": "Bearer {{SERVICE_NOW_TOKEN}}"}}'
By applying this configuration, the edge gateway will respect the explicit header map and forward the Authorization header intact across the BYOC boundary.
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