Quick question about integrating Genesys Cloud AI Agent capabilities with ServiceNow CMDB updates via an Architect HTTP Request node. The environment is Genesys Cloud UK East, running the latest Architect build, connecting to ServiceNow Washington DC Release. The goal is to automatically update the cmdb_ci_service record in ServiceNow when a specific intent confidence score exceeds 0.85 in the AI Agent flow, ensuring downstream ticketing systems reflect the current service status.
The issue manifests as a 502 Bad Gateway error returned by the Genesys HTTP Request node, not the ServiceNow endpoint itself. The request payload is constructed using a Set Data node, mapping the ai_agent.intent.confidence and ai_agent.response.text into a JSON object. The ServiceNow REST API endpoint is https://<instance>.service-now.com/api/now/table/cmdb_ci_service, authenticated via Basic Auth (user key/password). When testing the endpoint directly via Postman with the identical JSON payload and headers, the update succeeds with a 200 OK response. However, within the Architect flow, the HTTP Request node consistently fails with a 502 status code after approximately 30 seconds of timeout.
The JSON payload structure is strictly validated against the ServiceNow schema:
{
"short_description": "AI Agent Update: {{ai_agent.response.text}}",
"u_confidence_score": "{{ai_agent.intent.confidence}}"
}
The timeout setting on the HTTP Request node is currently set to 60 seconds, which should be sufficient. The payload size is minimal, ruling out size limits. The error log in Genesys Cloud shows HTTP/1.1 502 Bad Gateway with no body content. This suggests the Genesys platform’s outbound proxy or the HTTP Request node’s internal handler is dropping the connection before it reaches ServiceNow, or perhaps the SSL handshake is failing at the Genesys side.
Has anyone encountered similar 502 errors when pushing AI Agent context to external CMDBs via Architect? Are there specific network restrictions or proxy configurations in the UK East region that might interfere with outbound HTTPS calls to ServiceNow? We have verified the ServiceNow instance is accessible from our internal network, but the Genesys cloud environment’s outbound path seems to be the bottleneck. Any insights into debugging the HTTP Request node’s internal failure mode would be appreciated.