Is it possible to optimize the payload structure for ServiceNow REST API calls triggered by Genesys Cloud Data Actions to avoid 504 Gateway Timeout errors during high-volume incident creation?
We are currently facing a persistent issue where complex incident records, specifically those containing extensive conversation transcripts and custom attributes from our Web Chat channels, fail to sync with ServiceNow. The Genesys Cloud webhook successfully dispatches the event, but the ServiceNow instance returns a timeout error before the record is fully committed. This occurs primarily during peak load times in the Europe/London region, where our concurrent session count exceeds the standard threshold.
The current Data Action configuration maps the Genesys Cloud interaction ID to the ServiceNow sys_id and attempts to push the full conversation object. However, the JSON structure becomes excessively large, causing the HTTP POST request to exceed the default timeout limit set in our ServiceNow integration hub. We have verified that the ServiceNow endpoint is reachable and that the authentication token is valid, as simpler payloads with minimal attributes are processed successfully.
Below is the current YAML configuration for the Data Action mapping:
action_type: rest_post
endpoint: https://instance.service-now.com/api/now/table/incident
headers:
Authorization: Basic {{credentials}}
Content-Type: application/json
payload:
short_description: "{{interaction.summary}}"
description: "{{conversation.transcript}}"
caller_id: "{{participant.user_id}}"
custom_attributes:
- "{{custom.attr1}}"
- "{{custom.attr2}}"
We have attempted to reduce the payload size by excluding the full transcript, but this results in incomplete incident records in ServiceNow, which defeats the purpose of the integration. Has anyone encountered similar timeout issues when pushing large JSON objects from Genesys Cloud to ServiceNow via Data Actions? Are there specific best practices for chunking or compressing the payload within the webhook configuration to ensure reliable delivery without data loss?