Struggling to understand why the screen recording metadata webhook payload is not correctly triggering the ServiceNow incident update script. The environment is Genesys Cloud Engagement (EU1) integrated with ServiceNow via Data Actions. When a screen recording ends, the recording.completed event fires, and the subsequent webhook call to ServiceNow returns a 200 OK, yet the incident record remains in the ‘Pending’ state without the recording URL attachment.
Inspecting the raw JSON payload, the recording_url field is present but appears to be truncated or malformed in the ServiceNow sys_attachment table. The ServiceNow script includes a retry mechanism, but the issue persists across multiple test cases. We are using Genesys Cloud API version v2 for the recording endpoint /api/v2/analytics/recordings. The ServiceNow side is on the Washington DC release.
Is there a known limitation with payload size or character encoding when passing recording URLs from Genesys to external REST endpoints? The logs show no 4xx or 5xx errors, which makes debugging difficult. Has anyone encountered similar data integrity issues with screen recording webhooks?