Stuck on a discrepancy where the Genesys Cloud Screen Recording feature is successfully capturing agent desktop activity, but the subsequent webhook payload sent to ServiceNow lacks the critical recording_id and download_url fields. The integration uses a standard Data Action triggered by the conversation:screen_recording:ended event in the EU-West-1 region.
The ServiceNow REST API endpoint expects these specific parameters to attach the media file to the incident record. Currently, the payload only contains the conversation_id and agent_id, causing the ticket creation to succeed but the attachment logic to fail silently. The Data Action configuration maps these fields directly from the webhook body.
Has anyone encountered a delay in metadata propagation for screen recordings? I have verified the recording exists in the Genesys UI and the retention policy is set to 30 days. The webhook logs show a 200 OK response, yet the body structure differs from the documentation examples. Need to understand if this is a regional quirk or a configuration oversight in the Architect flow.