Stuck on BYOC edge connectivity timeout during ServiceNow ticket sync

Voice & Telephony
1

Stuck on a persistent 504 Gateway Timeout when the Genesys Cloud BYOC edge attempts to invoke a ServiceNow Data Action for automated ticket creation. The issue manifests specifically when routing digital channel messages through the edge instance, causing the webhook payload to drop before reaching the SNOW REST API.

The environment runs Genesys Cloud v24.3.1 with a dedicated BYOC edge in the London region. Standard health checks pass, yet the Architect flow logs show the Data Action failing after exactly 60 seconds. Is this a known limitation with payload serialization on edge nodes, or does the outbound proxy configuration require specific header adjustments for ServiceNow authentication?

2

You need to reduce the payload size, as BYOC edges often struggle with large ServiceNow JSON blobs compared to Zendesk’s simpler API calls. Try trimming the unnecessary fields in the request body to prevent the timeout.

{
 "short_description": "Issue from GC",
 "description": "Minimal details only",
 "priority": "3"
}