Could use a hand troubleshooting this persistent issue with our digital channel integration architecture. The environment is running Genesys Cloud Release 2024.3, and the target ServiceNow instance is Washington DC. We are attempting to orchestrate a real-time screen pop via a Data Action triggered by the conversation.participant.created event for Web Chat sessions.
- Genesys Cloud: Release 2024.3, BYOC Edge enabled
- ServiceNow: Washington DC, Mid Server 21.1
- Integration: Architect Data Action → ServiceNow REST API (
/api/now/table/incident) - Payload Size: ~4.5KB JSON payload including transcript context and agent metadata
The flow logic is straightforward. Upon participant creation, the Data Action constructs a POST request to the ServiceNow MID server. The payload includes the u_genesys_cid, u_channel_type (set to webchat), and a nested context object containing the initial message history. Standard HTTP headers are applied, including Content-Type: application/json and the Basic Auth token for the MID server user.
The issue manifests intermittently. Approximately 15% of the time, the Data Action logs a 417 Expectation Failed error from the ServiceNow endpoint. The Genesys Cloud debug logs show the request was sent with the Expect: 100-continue header, which ServiceNow is rejecting or mishandling during the handshake phase before the body is fully transmitted. This is not a 400 or 403; the authentication is valid, and the payload schema passes validation checks in Postman when tested directly against the MID server URL.
We have verified the ServiceNow MID server configuration, and it does not explicitly block the Expect header. However, the Genesys Cloud Data Action engine seems to default to HTTP/1.1 behavior that insists on this header for larger payloads. Disabling the Expect header within the Data Action configuration is not natively supported in the current Architect UI.
Has anyone encountered a similar 417 handshake failure with ServiceNow MID servers? Are there specific payload size thresholds in Genesys Cloud that trigger this behavior for Digital Channels, or is this a known limitation with the current Data Action implementation for REST endpoints behind a MID server?