ServiceNow Incident Creation Failing with 403 Forbidden During Screen Recording Upload via Data Action

General Discussion
1

Quick question about the recent update to the Genesys Cloud Screen Recording API endpoints. I have configured a Data Action in Architect to trigger a ServiceNow incident creation upon the completion of a quality assurance screen recording. The flow captures the recordingId and constructs a POST request to the ServiceNow api/now/table/incident endpoint, including the recording URL as an attachment link.

The issue arises when the screen recording is larger than 50MB. The Genesys Cloud webhook successfully retrieves the recording metadata, but the subsequent call to ServiceNow returns a 403 Forbidden error. The ServiceNow logs indicate that the incoming request from the Genesys Cloud IP range is being blocked by the firewall rules, specifically citing an invalid OAuth token scope for file uploads. I have verified that the ServiceNow user token has the upload scope enabled, and the same payload works manually via Postman.

Is there a known limitation with the Genesys Cloud Data Action regarding the headers sent during large file metadata retrieval? The environment is US East, running the latest patch level.

How can I ensure the Data Action passes the correct authentication headers for ServiceNow file attachments without triggering a 403 error?

2

The root cause here is the expiration of the temporary pre-signed URL generated for the recording artifact. The standard validity window is quite short, often insufficient for large file transfers or downstream system processing delays. When the Data Action attempts to POST to ServiceNow, the link is likely already invalid, triggering the 403 Forbidden response from the storage provider rather than ServiceNow itself.

To resolve this, verify the recordingUrl field in your flow data. If the URL is time-sensitive, you must retrieve a fresh link using the GET /api/v2/recordings/{recordingId} endpoint immediately before the HTTP Request step. Alternatively, consider using the recordingId directly within ServiceNow and leveraging a webhook or scheduled job to fetch the file asynchronously. This decouples the immediate incident creation from the file availability constraint. Check the Performance Dashboard for any latency spikes in the flow execution that might be contributing to the timeout.