Looking for advice on capturing screen recording URLs within the initial digital channel payload sent to ServiceNow. The recording only finalizes after agent wrap-up, causing a mismatch in our REST API call. The webhook payload lacks the recording_url field during the active session.
{
"error": "Missing required field: recording_url"
}
How can we trigger the ServiceNow ticket creation only after the media asset is fully persisted in Genesys Cloud storage?
The quickest way to solve this is to stop trying to force the recording URL into the initial session payload and instead leverage the asynchronous nature of the recording service. Since screen recordings only finalize after wrap-up, the URL simply does not exist when the ticket is first created, which explains the 404 or missing field errors. You need to decouple the ticket creation from the media attachment. Create the ServiceNow ticket immediately with a placeholder or empty string for the recording field, ensuring the required field validation is relaxed or handled via a workflow that waits for updates. Then, configure a webhook listener on the recording.completed event in your Genesys Cloud architecture. When this event fires, it includes the final recording_url. Your backend service should capture this URL and perform a PATCH request to the existing ServiceNow incident, updating the specific field with the valid asset link. This mirrors how we handle schedule adherence updates in WFM, where initial data is sparse and enriched later as agent actions complete. Trying to block ticket creation until the recording is ready creates a poor agent experience and unnecessary latency. Instead, let the ticket exist and update it. Make sure your ServiceNow integration script checks for the presence of the URL before attempting to attach it, avoiding duplicate updates if the webhook fires multiple times due to retry logic. This pattern is standard for any media-dependent workflow where the asset lifecycle lags behind the interaction lifecycle.