My configuration keeps failing for the legal discovery team’s requirement. We are using Genesys Cloud v24.2 and attempting to bulk export screen recordings via the /api/v2/recordings/screen/export endpoint. The job completes with a 202 Accepted status, but the resulting files in our BYOC S3 bucket lack the necessary callUUID and participantId metadata in the filename or accompanying JSON manifest. This breaks our chain of custody process because we cannot map the screen capture back to the specific agent session in the audit trail.
The Architect flow triggers the screen recording correctly, and the individual recording URLs work fine when accessed directly via the UI. However, when the bulk export job processes these items, the metadata mapping seems to fail silently. We have verified that the S3 bucket policy allows full write access and that the IAM role has the correct permissions. Is there a specific header or parameter required in the export request body to ensure metadata persistence for screen recordings, similar to how voice recordings handle this?
The docs actually state the manifest structure is fixed, so filename metadata won’t appear automatically.
- Check the
exportJob response for the manifestUrl
- Parse the JSON file in S3 for
callUUID and participantId
- Use those keys to rename files post-download if needed for chain of custody
This issue stems from the export job not including the required metadata fields in the request body. Add metadata: ['callUUID', 'participantId'] to the POST payload to force inclusion in the manifest.
you need to verify that your serviceNow data action is actually capturing the manifest response correctly. the suggestion above about parsing the json is technically sound, but often the issue lies in how the webhook payload is structured when the export job completes. if you are using a standard data action, ensure the responseBody is mapped to a variable that persists until the s3 object is processed. a common oversight is assuming the filename generation happens at the api level, when in fact it is often handled by the destination storage policy. check your s3 bucket policy or the lambda function triggered by the s3 put event. it might be stripping metadata during the write process. also, confirm the metadata array in the initial post request matches the exact casing expected by the v24.2 api, as recent patches have become stricter about field names. if the manifest is empty, the issue is upstream in the request construction, not the download.
Have you tried verifying the manifest structure against the EU-FR compliance requirements? The suggestion about parsing the JSON is technically sound, but it assumes the manifest is generated correctly in the first place. In our environment, we have observed that the default export job often omits specific metadata fields unless explicitly requested in the initial payload. This creates a gap in the chain of custody that the legal team cannot accept.
- Ensure the POST request to
/api/v2/recordings/screen/export includes the metadata array with both callUUID and participantId. The documentation is vague on this, but testing shows that omitting this array results in a sparse manifest.
- Verify that your S3 bucket permissions allow for the immediate creation of the manifest file. In EU-FR, there is sometimes a slight lag in the manifest generation compared to the video file upload. This can cause the parsing step to fail if executed too early.
- Check the
exportJob response for the manifestUrl. If this URL is null or points to an empty file, the issue is not with your parsing logic but with the export job configuration itself.
- Consider adding a retry mechanism to your data action. If the manifest is not immediately available, a simple retry after 60 seconds often resolves the issue without requiring manual intervention.
- Review the
participantId mapping in your flow. If the participant ID is not correctly captured during the screen recording session, it will not appear in the manifest, regardless of the export job configuration.
This approach ensures that the metadata is present at the source, reducing the need for post-processing workarounds. It aligns better with the strict audit requirements of our legal discovery team.