How should I properly to handle the application/json payload structure when triggering a ServiceNow Data Action from a Genesys Cloud Architect flow specifically for screen recording events?
We are implementing an automated ticketing system where a high-priority customer interaction triggers a screen recording. Upon completion, the flow is designed to invoke a Data Action that POSTs metadata to a ServiceNow REST API endpoint hosted on our MID Server. The goal is to attach the recording URL and transcript summary to a newly created incident record.
The issue arises during the execution of the Data Action. The Genesys Cloud flow logs indicate a successful invocation, but the ServiceNow side returns an HTTP 403 Forbidden error. Interestingly, a direct cURL test from the Genesys Cloud instance IP (verified via BYOC edge logs) to the same ServiceNow endpoint with identical headers succeeds, creating the incident without issue. This suggests the problem lies within how the Data Action constructs the request or handles the authentication token injection.
The webhook payload sent by the Data Action includes the following structure:
{
"short_description": "Customer Issue - Screen Recording Attached",
"recording_url": "https://genesys-cdn.example.com/recordings/abc123.mp4",
"transcript_summary": "Customer reported login failure..."
}
According to the Genesys Data Actions Documentation, the default timeout is set to 30 seconds, which should be sufficient for this lightweight JSON payload. However, the Retry-After header is not present in the 403 response, preventing automatic retries.
Has anyone successfully mapped the recording_url field from the conversation.screen_recording object to a ServiceNow sys_attachment or custom field via a Data Action? The documentation implies that the webhook should pass the JSON body directly, but the 403 error hints at a potential issue with the Content-Type header or the way the Bearer token is being refreshed within the Data Action context versus a standard API call. We are using Genesys Cloud version 2024-02 and ServiceNow Washington DC Release. Any insights into the specific header requirements for this integration would be appreciated.