What’s the best way to handle Screen Recording metadata in ServiceNow Data Actions? We are attempting to integrate Genesys Cloud screen recording events with our incident management workflow. The goal is to automatically create a ServiceNow ticket containing the recording URL and transcript when a specific error keyword is detected in the transcript via Data Actions.
Environment:
- Genesys Cloud EU-West
- ServiceNow Madrid 13.1
- MID Server v2.3
- Data Action: Create Incident from Screen Recording Event
The webhook payload for conversation:transcript:updated includes the screen recording URL, but the URL is not immediately available when the transcript is first generated. The recording is processed asynchronously, and the URL is only populated after the recording is fully processed and uploaded to the Genesys Cloud media store. This creates a timing issue where the Data Action triggers before the recording URL is available, resulting in a null value in the ServiceNow ticket.
We have tried using a wait step in the Data Action to poll the recording status, but this introduces significant latency and fails intermittently due to timeout errors. The ServiceNow REST API endpoint returns a 504 Gateway Timeout when the polling loop exceeds 30 seconds. Additionally, the signature validation on the inbound webhook fails if the payload is too large, which happens when the transcript includes extensive screen recording metadata.
Is there a recommended pattern for handling asynchronous media processing in Genesys Cloud Data Actions? Should we use a custom integration platform to poll the recording status and update the ServiceNow ticket asynchronously, or is there a way to configure the Data Action to wait for the recording URL to be populated without causing timeouts? Any insights on best practices for integrating screen recording events with ServiceNow would be greatly appreciated. We need a reliable way to ensure the recording URL is included in the ticket without introducing excessive latency or failure rates.