looking for advice on screen recording webhooks failing to map call_leg_id in servicenow. the payload from genesys cloud analytics/v2 is null for leg_id. running architect flow 2.0. tried checking the data action logs but no error. is this a known issue with digital channels? timezone is london. need to fix the ticket creation script.
Check the application_id and integration_id mapping in your ServiceNow script include. The leg_id often resolves to null if the analytics payload is not joined with the call detail record via the correct conversation_id reference. Ensure the Data Action is using the analytics/v2/conversations endpoint with select including legs rather than just details.
This behavior is common in multi-org deployments where the OAuth token lacks the analytics:conversation:read scope for the specific sub-organization. If the integration user has limited visibility, the payload truncates nested objects like legs to avoid exposing cross-tenant data. Verify the integration user’s role in the Genesys Cloud admin console. Also, check if the screen recording feature is enabled for the specific user profile, as disabled features omit related metadata from the webhook payload entirely.
This issue stems from the media stream segregation logic used during schedule adherence checks. The WFM module separates streams, which can leave leg_id null in analytics payloads if not explicitly joined.
Try adding a string transformation block before the Data Action. Use the replace function to ensure the payload schema handles unescaped characters correctly.