Context:
I cannot figure out why the recording_url field remains null in the ServiceNow incident payload despite the Architect flow explicitly triggering the screen capture action. The Genesys Cloud REST API confirms the recording exists with a valid UUID, yet the Data Action mapping fails to resolve the asset location before the webhook fires.
Question:
Is there a known latency issue with the screen recording asset generation that prevents immediate retrieval via Data Actions, or should the payload structure reference a different endpoint for the final artifact?
Have you tried adding a deliberate delay before the Data Action executes?
Cause: Screen recording assets are not instantly available. The Genesys Cloud API returns the recording UUID immediately, but the actual file processing and URL generation happen asynchronously. If your webhook fires before the asset is fully indexed, the recording_url field remains null. This is a common race condition in high-throughput environments.
Solution: Implement a retry logic or a fixed wait time in your Architect flow. A simple “Wait” action of 5-10 seconds usually allows the backend to finalize the asset. Alternatively, use a loop that polls the GET /api/v2/recordings/{recordingId} endpoint until the url field is populated. Here is a sample JMeter assertion for verification:
<JSONPathAssertion>
<JSONPath>$.recording.url</JSONPath>
<ExpectedValue>.*\.mp4$</ExpectedValue>
</JSONPathAssertion>
Ensure your load test accounts for this latency to avoid false negatives in throughput metrics.