Just noticed that the scheduled Data Action designed to push WFM shift data to ServiceNow is returning a 409 Conflict error. The flow triggers every 15 minutes to update the cmn_schedule table in ServiceNow via REST API. The initial POST creates the record successfully, but subsequent updates fail because the ServiceNow instance returns a conflict on the sys_id field, suggesting a race condition or a missing sys_updated_by payload adjustment.
The environment is Genesys Cloud 2024.4, integrated with ServiceNow Washington DC. The webhook payload includes the shift start/end times and the assigned user ID. I have verified the OAuth token is valid and the endpoint is accessible. The error response indicates that the record was modified by another process, likely the WFM engine itself updating the schedule status concurrently.
Payload being sent:
{
"sys_id": "abc123xyz",
"user": "u12345",
"start_time": "2024-06-01T09:00:00Z",
"end_time": "2024-06-01T17:00:00Z",
"status": "confirmed"
}
Is there a recommended pattern for handling optimistic locking in ServiceNow via Genesys Data Actions, or should I implement a retry logic with exponential backoff in the Architect flow?