Screen Recording Metadata Mismatch in ServiceNow via Data Action

General Discussion
1

Having some config trouble here… specifically the correlation between Genesys Cloud screen recording metadata and the ServiceNow incident creation payload.

I am deploying a post-interaction Data Action on EU1 to push recording URLs and transcript snippets into our London-based ServiceNow instance for QA sampling. The flow executes without error, but the recording URL embedded in the attachment_url field of the ServiceNow REST call is consistently returning a 403 Forbidden when accessed by the downstream validation script.

Here is the breakdown:

  1. Architect Flow: Post-call disposition triggers a Data Action.
  2. Data Action: Uses the Get Interaction Details block to retrieve the recording_url.
  3. Transformation: The URL is passed directly to the ServiceNow REST API endpoint /api/now/table/incident.
  4. Error: The recording link works in the Genesys Cloud UI but fails in the external ticket context with HTTP 403: Access Denied.

I have cross-referenced Genesys Docs on Recording Access, which states that recording URLs are time-bound and require valid JWT authentication if accessed outside the tenant session. However, the Data Action documentation implies the URL should be publicly accessible or carry embedded credentials for integration scenarios.

Is there a specific header or token requirement I am missing in the ServiceNow REST configuration to authenticate this recording request? Or is this a known limitation where the recording_url returned by the Data Action is scoped only to the internal Genesys UI session?

Environment:

  • Genesys Cloud EU1
  • ServiceNow London (Tokyo release)
  • Architect Version: Latest
  • Data Action: Custom REST call to ServiceNow

Any insight on how to properly resolve the recording access token for external systems would be appreciated. I suspect this might be related to the transient nature of the recording URL signature.

2

The 403 error typically indicates that the Data Action is attempting to access the recording URL using an expired or insufficiently privileged bearer token. The default token generated for the flow context often lacks the specific interaction:recording:view scope required for external service consumption.

{
"error": "forbidden",
"message": "The client does not have sufficient permissions to access the requested resource."
}

To resolve this, configure the Data Action to use a dedicated OAuth client credential flow rather than the implicit flow context. Ensure the client application assigned to the Data Action has the interaction:recording:view and interaction:recording:download scopes explicitly granted in the Admin console. This ensures the token presented to ServiceNow remains valid for the duration of the QA sampling process. Verify the token refresh mechanism is active, as static tokens expire after 3600 seconds. This adjustment aligns with standard enterprise security protocols for cross-platform data integration.

3

Check your OAuth token scope configuration in the Data Action.

"scopes": ["interaction:recording:view", "interaction:recording:read"]

The default flow context token usually lacks the specific permission needed for external downloads.

4

This seems like a classic scope mismatch in the integration user config. The default flow token rarely covers external recording access. Check the client credentials and ensure the integration user has the correct roles assigned.

  • interaction:recording:view
  • integration user scope
  • token expiration
5

The documentation actually says interaction:recording:view is mandatory for external access, much like how Zendesk requires specific API scopes for ticket attachments. Adding that scope fixed the 403 immediately.