Quick question, has anyone seen this weird error? with the integration between Genesys Cloud Predictive Routing and ServiceNow. The environment is Genesys Cloud Release 2024-12 (v13.2) in AWS London. We use a Data Action to push engagement metadata to ServiceNow, which then returns a specific queue ID for routing.
The issue occurs when the predictive strategy attempts to assign a contact to a queue based on the ServiceNow response. The Architect flow receives a valid queue ID, but the subsequent queue.assign node fails intermittently.
{
"errors": [
{
"code": "invalid_argument",
"message": "Queue ID 'Q-8372910' does not exist or is not accessible."
}
]
}
This is perplexing because the queue exists and is active. The ServiceNow REST API returns the correct ID in the webhook payload. I have verified the Data Action response mapping in Architect. The error suggests a permissions issue or a race condition where the queue state is not synchronized. Has anyone encountered similar synchronization issues with dynamic queue assignments driven by external Data Actions? The logs indicate the failure happens before the contact is offered to an agent.