- Genesys Cloud API Version: v2
- ServiceNow Version: Washington DC
- Integration Method: ServiceNow MID Server outbound REST message
- Trigger: Genesys Cloud Conversation End Event
- Payload Format: JSON
What is the correct way to handle the asynchronous nature of screen recording availability when triggering a ServiceNow ticket creation from a Genesys Cloud webhook? The current flow captures the recordingUri in the conversation end event payload, but the MID Server receives a 404 Not Found when attempting to fetch the recording metadata or the actual file shortly after the webhook fires. The documentation suggests the recording is queued, yet the webhook payload includes a URI that appears valid at the time of transmission. Attempting to poll the GET /api/v2/recordings/{id} endpoint from the ServiceNow Scripted REST API results in intermittent failures because the resource is not yet fully indexed in the Genesys database. Is there a specific retry logic or event-based trigger within Genesys that signals the recording is fully persisted and accessible for downstream integration, or should the ServiceNow side implement an exponential backoff strategy to handle this race condition?