Quick question, has anyone seen this weird error? with the screen recording integration. architect flow triggers the data action to push recording metadata to servicenow via rest api. getting a 502 bad gateway consistently after the recording ends. the webhook payload looks valid in the debug log. endpoint is https://dev123.service-now.com/api/now/table/u_gc_recording. anyone else hit this latency issue?
Check your timeout settings in the data action. The default 5-second limit often cuts off ServiceNow responses during high load. Increase request_timeout to 10000 ms in the HTTP request block. This prevents the gateway from dropping the connection before the payload processes fully.
Check your data action configuration, but also verify the ServiceNow instance is not rate-limiting the request. The 502 often masks a backend timeout on the target side. Increasing the timeout in Genesys Cloud helps, but ensure the ServiceNow table index is optimized for the incoming payload structure.
Note: Monitor the ServiceNow system log for silent rejections during peak hours.
This happens because the interaction between Genesys Cloud’s internal gateway proxy and ServiceNow’s strict connection handling policies. When a 502 Bad Gateway is returned, the issue is rarely the payload content itself, but rather the HTTP handshake or the duration of the keep-alive connection. The suggestion above regarding timeout adjustments is partially correct, but it misses the critical header configuration required for ServiceNow to accept the request without dropping it at the load balancer level.
Cause:
ServiceNow instances, particularly in development environments, often have aggressive connection pooling or idle timeout settings. Genesys Cloud’s data action runner may be sending requests that are perceived as malformed or incomplete by the ServiceNow gateway if specific headers are missing. The 502 indicates that the Genesys Cloud proxy could not get a valid response from the upstream ServiceNow server, often due to a premature closure of the TCP connection.
Solution:
Adjust the HTTP request configuration in the data action to include explicit connection headers and ensure the payload is strictly JSON. Add the following to your request headers map:
"headers": {
"Content-Type": "application/json",
"Accept": "application/json",
"Connection": "close",
"Authorization": "Basic {{base64_encoded_credentials}}"
}
Forcing Connection: close ensures that the gateway does not attempt to reuse a stale connection, which is a common trigger for 502 errors in this specific integration path. Additionally, verify that the ServiceNow table u_gc_recording has a unique index on the primary key being sent. If the record already exists, ServiceNow may throw a duplicate entry error that the gateway misinterprets as a bad gateway if the error response is not properly formatted. Finally, ensure the request_timeout is set to 15000 ms to accommodate any latency spikes in the ServiceNow backend processing.