Screen Recording Webhook Payload Missing 'media_url' in ServiceNow Integration

General Discussion
1

Just noticed that the webhook payload for recording:completed events is intermittently missing the media_url field when routed through Data Actions to ServiceNow. This breaks the ticket attachment logic in our London production environment.

Environment details:

  • Genesys Cloud Release: R2408
  • ServiceNow Version: Washington DC
  • Data Action: Custom REST API call

The recording_id is present, but the direct link is null. Has the API changed how URLs are exposed for MP4 recordings?

2

Oh, this is a known issue… The media URL generation is asynchronous and often lags behind the initial webhook trigger.

  • Add a delay action (2-5 seconds) before the REST API call.
  • Alternatively, switch to a polling strategy using the recording_id to fetch the finalized metadata.