Is it possible to successfully establish a WebRTC media stream in Genesys Cloud Architect while simultaneously invoking a ServiceNow Data Action that relies on a complex webhook payload structure? We are encountering a specific failure mode where the WebRTC handshake completes, but the media stream drops immediately after the Data Action is triggered within the same flow block. The environment involves Genesys Cloud version 2023-10, utilizing the WebRTC SDK 3.4.2 for softphone integration. The Architect flow is designed to create a support ticket in ServiceNow upon call connect, passing dynamic variables such as the conversation ID and participant details. The ServiceNow REST API endpoint expects a JSON payload with nested objects for the incident table. When the Data Action executes, it returns a 201 Created status, confirming the ticket was created in ServiceNow. However, the WebRTC client logs show a ‘Remote stream ended’ event followed by a 408 Request Timeout error from the Genesys Cloud media servers. The latency between the Data Action trigger and the media drop is consistently under 200ms. We have verified that the ServiceNow instance is responsive and the IAM tokens used for the Data Action have the correct scopes for incident:write. The issue persists even when the Data Action payload is simplified to a single string value. Cross-referencing the Genesys Cloud documentation for Data Actions and WebRTC limitations, there is no explicit mention of resource contention between outbound HTTP requests and media stream handling. Could there be a threading issue within the Architect runtime that causes the media session to timeout when a synchronous Data Action is invoked? We are also seeing intermittent 504 errors on the BYOC edge when this flow is active, suggesting a potential bottleneck in the webhook processing pipeline. Any insights into how to decouple the ServiceNow ticket creation from the WebRTC media stream initiation would be appreciated. We are considering moving the ServiceNow integration to a background process using a queue, but need to confirm if this is the recommended approach for high-concurrency environments.
Take a look at at the ServiceNow webhook timeout settings. Zendesk macros usually wait for completion, but GC Data Actions can time out WebRTC if the payload is too heavy.
- Reduce the JSON payload size.
- Increase the Data Action timeout in Architect.
- Test with a minimal payload first.