Why is this setting causing a 422 Unprocessable Entity when pushing recording metadata to ServiceNow? The webhook payload from Genesys Cloud includes the recordingId and startTime, but the ServiceNow REST API rejects it due to a timezone mismatch. The event timestamp is in UTC+0, but ServiceNow expects local time. Verified against Genesys Docs. Need a transformation step in the Data Action.
How I usually solve this is by implementing a transformation layer in the webhook endpoint rather than relying on Genesys Cloud to format timestamps. The platform sends ISO 8601 UTC by default, which is standard, but ServiceNow REST APIs often require specific local time formats depending on the user profile or system properties.
A common fix is to use a simple serverless function (like AWS Lambda or Azure Function) to intercept the webhook, parse the UTC string, and convert it to the target timezone before forwarding to ServiceNow. This keeps the CX infrastructure clean and handles the timezone logic explicitly.
Check these related concepts:
- Genesys Cloud Webhook payload structure
- ServiceNow REST API date/time format requirements
- Middleware transformation for webhook data
- ISO 8601 to local time conversion logic
- Rate limiting considerations for webhook retries