How should I properly to map the Genesys Cloud screen recording metadata into a ServiceNow incident payload via Architect?
We are integrating Genesys Cloud screen recordings with ServiceNow for quality assurance ticketing. The Architect flow triggers a webhook upon recording completion. The payload includes the recording URL, interaction ID, and agent ID. However, ServiceNow returns a 400 Bad Request error. The error message indicates that the ‘recording_url’ field is malformed or contains invalid characters.
The webhook payload is structured as follows:
{
"incident": {
"short_description": "Screen Recording for Interaction ID: {interaction_id}",
"recording_url": "{recording_url}",
"agent_id": "{agent_id}"
}
}
The recording_url is a standard HTTPS link. We have verified that the URL is accessible and valid. The issue seems to be related to the encoding or formatting of the URL within the JSON payload. We are using Genesys Cloud version 2023-11 and ServiceNow version Washington DC.
Has anyone successfully integrated Genesys Cloud screen recordings with ServiceNow? What is the recommended approach for handling the recording_url field in the webhook payload?