What is the reason this setting causes the recording_url field to be omitted from the webhook payload when the screen recording event is triggered in Genesys Cloud?
Our integration relies on a specific webhook endpoint hosted on our ServiceNow instance to automatically create and update incident tickets based on recorded interactions. The webhook is configured to fire on the conversation.screen.recording.completed event. However, the JSON body arriving at our endpoint consistently lacks the critical recording_url field, despite the recording being successfully stored and accessible via the Genesys Cloud UI.
The ServiceNow REST API expects this URL to fetch the recording metadata and attach it to the ticket. Without it, the automation fails, resulting in manual intervention. We have verified the webhook subscription is active and the endpoint is returning a 200 OK status code upon receipt. The payload includes conversation_id, participant_id, and timestamp, but the recording_url is simply absent.
{ "event_type": "conversation.screen.recording.completed", "conversation_id": "abc-123-def", "participant_id": "user-456", "timestamp": "2023-10-27T14:30:00Z", "status": "completed" }
We are using the latest version of the Genesys Cloud Webhooks API and have cross-referenced the documentation for the event schema. The docs indicate that recording_url should be present in the payload for completed recordings. Our environment is in the us-east-1 region, and we are using the standard webhook delivery mechanism.
Has anyone encountered a similar issue where the recording_url is missing from the webhook payload? Is there a specific permission or configuration setting that controls the inclusion of this field? We have checked the user permissions and the webhook subscription settings, but nothing seems to indicate why this field is being excluded. Any insights or workarounds would be greatly appreciated, as this is blocking our automated ticketing workflow.