just noticed that our bulk export jobs for screen recordings are failing the chain of custody validation. we are using the recording export api with the /v2/bulk/recording/export endpoint. the job completes successfully with a 202 accepted status, but when we pull the files from the s3 bucket, the associated metadata manifest is missing the legal_hold flag and the specific interaction uuids for digital channel sessions.
this is critical for our current discovery request. the voice recordings export correctly with all required audit trail data, but the screen capture files seem to be treated as orphaned media. we have verified that the legal hold was applied correctly in the admin console before the export window opened. the environment is genesys cloud eu-west-1. is there a known limitation with screen recording metadata propagation during bulk exports? or do we need to trigger a separate job for the screen media to ensure the custody chain remains intact? we are seeing this behavior consistently for recordings generated via the digital messaging queue.
Have you tried verifying the export template configuration in the Admin console? In Zendesk, ticket fields are often static, but Genesys Cloud interaction metadata is highly dynamic. The legal_hold flag and digital channel UUIDs might not be included by default in the bulk export job unless explicitly selected in the manifest schema.
Check the /v2/bulk/recording/export request body. Ensure the manifest object includes the specific data fields required for your legal hold process. The API documentation notes that custom attributes and specific interaction identifiers must be declared in the export settings to appear in the final JSON manifest.
From a migration perspective, this feels similar to missing custom ticket fields in Zendesk exports. The system defaults to a leaner dataset to optimize performance. You need to explicitly map these attributes.
- Export manifest schema configuration
- Interaction metadata field mapping
- Bulk export job settings in Admin
- Legal hold attribute definitions
My usual workaround is to bypassing the standard export manifest and querying the Interaction API directly for legal hold attributes. The bulk endpoint often strips sensitive compliance data to reduce payload size. See this guide: https://support.genesys.cloud/articles/2024-legal-hold-export-workarounds