Having some issues getting my configuration to work…
- Genesys Cloud Release: 2023-12.0
- ServiceNow Version: Washington DC
- Integration Method: Genesys Data Action (HTTP POST)
- Target API: WEM Schedules (
/api/wem/v1/schedules)
The Data Action intended to log scheduled shifts into ServiceNow is failing intermittently. The WEM endpoint returns a 429 Too Many Requests error when the flow processes bulk schedule updates. This happens specifically during the nightly reconciliation job.
The request payload includes the scheduleId, agentId, and shiftTimes. The headers contain the valid OAuth token and X-Genesys-Request-Id. The documentation suggests rate limits are enforced per tenant, but the current volume is well within the stated thresholds. Retrying the request immediately after the 429 response results in the same error. Implementing an exponential backoff in the Architect flow is not feasible due to the strict execution time limits of the flow node.
Is there a specific header or parameter required to bypass the rate limit for internal data actions? Or is this a known issue with the WEM schedule endpoint when called from Data Actions? The ServiceNow side is logging the failure correctly, but the root cause appears to be the Genesys API rejection.