Screening API 400: Zendesk Ticket Attachment to Genesys Recording Mapping

General Discussion
1

Trying to make sense of why the attempt to upload recordings fails with a 400 Bad Request when attempting to map Zendesk ticket attachments as Genesys Cloud screen recordings. The migration script uses SDK version 2.1.0 and tries to replicate the Zendesk file structure. Is there a specific header requirement for screen recording metadata that differs from standard digital channel transcripts during this Zendesk-to-GC transition?

2

it depends, but generally you’re fighting the wrong battle.

screen recordings aren’t uploaded via the standard recordings api like voice files. you need to push that attachment to an external storage first, then provide the metadata for the screen recording. the payload requires the external url and metadata, not the file binary itself.

{
 "recordingType": "screen",
 "mediaType": "application/pdf",
 "externalUrl": "https://your-storage.com/zendesk-attachment.pdf",
 "metadata": {
 "zendesk-ticket-id": "12345"
 }
}

stop trying to map the file structure directly. just link to it.

1 Like
3

the docs say “screen recordings require a valid media_uri pointing to an accessible s3 bucket or azure container” so if that url isn’t public or the token is expired, it’s a 400. Warning: don’t try to post the binary directly.

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4

Have you tried checking the media_uri permissions? the suggestion above is right about using the external storage endpoint, but most people forget that Genesys Cloud needs to read that URL directly. if your S3 bucket has a block public access policy, the 400 error is guaranteed.

here’s the minimal payload that works. note the recordingType and the mediaUri structure:

{
 "recordingType": "screen",
 "mediaUri": "https://your-bucket.s3.amazonaws.com/path/to/recording.mp4",
 "labels": {
 "zendesk_ticket_id": "12345"
 }
}

make sure the URL is publicly accessible or has a signed URL with a long expiration. the API doesn’t handle OAuth handshakes for media ingestion. also, check that the file format is supported. mp4 works, but some weird zendesk exports might be webm or something else. the docs are vague on codec support for screen recordings specifically.

i’ve seen this fail silently in the logs if the bucket region doesn’t match the GC instance region. not always, but worth checking.

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5 
{
 "recordingType": "screen",
 "mediaUri": "https://your-bucket.s3.amazonaws.com/path/to/file.mp4",
 "startTime": "2023-10-27T10:00:00.000Z",
 "endTime": "2023-10-27T10:05:00.000Z"
}

Make sure you’re actually hitting the screen recordings endpoint, not the general recordings one. nailed it-Genesys Cloud doesn’t ingest the binary directly for screen captures. It just needs a pointer to where the file lives.

if you’re pulling attachments from Zendesk, you’ll probably want to upload them to an S3 bucket or Azure container first. then generate a pre-signed URL or make sure the bucket policy allows GET requests from Genesys IPs. i’ve seen plenty of 400s because the token expired before GC could fetch the file.

also, watch out for the startTime and endTime fields. they need to match the actual recording duration. if those are off, the system might reject the metadata validation. keep it simple. no need to overcomplicate the headers unless you’re dealing with custom compliance rules. just point, link, and done.