Trying to understand the architectural constraints when attempting to enforce GDPR Right to Erasure requests on data that has already been persisted in ServiceNow via Genesys Cloud Data Actions.
Our current workflow utilizes Architect to capture PII from digital channels (WhatsApp and Web Chat) and pushes this metadata to ServiceNow for ticket creation using a POST request to the table_api. While Genesys Cloud provides robust data retention policies and the ability to purge conversation history, the data in ServiceNow is immutable by design for audit compliance. We are seeing a conflict where a retention policy trigger in GC successfully deletes the local conversation record, but the corresponding ServiceNow incident remains populated with the PII.
Attempting to implement a reverse webhook from ServiceNow to GC for deletion tracking is proving inefficient due to latency. Is there a recommended pattern for handling this dissonance? Specifically, should we be masking PII before the Data Action executes, or is there a supported API endpoint in GC that can trigger a soft-delete or anonymization routine on the target ServiceNow record? The current setup leaves us vulnerable to compliance audits as the GC side shows ‘deleted’ while the external system retains the full context.
The easiest fix here is this is…
Cause:
Genesys Cloud Data Actions are fire-and-forget HTTP calls. Once the payload hits ServiceNow, Genesys has no native “undo” button for that specific external record. The GDPR erasure request in Genesys only cleans local storage, leaving the ServiceNow ticket orphaned with PII.
Solution:
Implement a reverse lookup pattern. When a GDPR request triggers in Genesys, use the Platform API to query the interaction history. Extract the unique ServiceNow ticket ID stored in the interaction metadata. Then, trigger a secondary Data Action or use a lightweight middleware (like AWS Lambda) to call the ServiceNow table_api with a DELETE method for that specific record.
For load testing this flow, ensure your JMeter script accounts for the latency of the external API call during the erasure process. High concurrency on the erasure endpoint can cause timeouts if ServiceNow is rate-limiting. Add a retry policy with exponential backoff in your Data Action configuration to handle 429s gracefully. This keeps the audit trail clean without breaking the integration.
If I remember correctly…
Hi! This mirrors the Zendesk-to-GC migration challenge perfectly. Zendesk macros didn’t auto-delete external tickets either. The key is treating ServiceNow as a separate system. Configure a scheduled Architect flow to poll the GDPR list, then trigger a ServiceNow DELETE API call using the stored correlation ID. It’s manual but effective!