Ran into a weird issue today with the ServiceNow integration via Genesys Cloud Data Actions. We recently rotated the TLS certificates on our ServiceNow instance to comply with security audits, and immediately after the cutover, all outbound Data Actions from Genesys Cloud Architect flows started failing. The error is a consistent 401 Unauthorized response, which is puzzling because we did not change any API credentials or user tokens within Genesys Cloud. The integration uses Basic Authentication with a dedicated ServiceNow user account that has full read/write access to the incident table.
The specific failure occurs in the ‘Create Incident’ step of our digital messaging flow. The request payload includes the required fields: short_description, description, and caller_id. When I test the same endpoint and credentials using Postman from my local machine in London, the request succeeds without issue. This suggests the problem is isolated to how Genesys Cloud is handling the connection or certificate validation during the outbound HTTPS call. The timestamp on the failure is consistently within seconds of the conversation trigger firing.
I have verified that the ServiceNow instance is correctly listed in the Genesys Cloud Data Action configuration and that the ‘Use HTTPS’ toggle is enabled. I also checked the Genesys Cloud admin logs, which only show a generic ‘Failed to connect to remote service’ message without detailed HTTP headers. I suspect this might be related to certificate pinning or an issue with the root CA bundle that Genesys Cloud uses for outbound connections, especially since the rotation involved switching to a different intermediate CA.
Has anyone encountered a similar issue after rotating certificates on the target REST API? I am looking for guidance on whether there is a way to manually update the trusted certificate store in Genesys Cloud or if this requires a support ticket to update their underlying infrastructure. Any insights into how Genesys Cloud handles TLS handshake verification for Data Actions would be greatly appreciated.