Why does this setting block ServiceNow REST API auth headers in Genesys Cloud Webhooks?

Administration
1

Why does this setting prevent custom Authorization headers from reaching ServiceNow when triggered by a Genesys Cloud conversation event?

Background

Implementing a secure webhook integration for digital channel transcript archival. Genesys Cloud Data Action configured to POST to ServiceNow REST API endpoint /api/now/table/u_gc_transcript. ServiceNow instance located in Europe/London region.

Issue

Webhook request fails with HTTP 401 Unauthorized. ServiceNow logs indicate missing or malformed Basic Auth credentials. Genesys Cloud response shows 200 OK, implying successful outbound transmission, but payload inspection via external proxy confirms Authorization header is stripped before reaching ServiceNow.

Troubleshooting

  • Verified ServiceNow user credentials and basic auth token generation.
  • Confirmed Data Action configuration includes Authorization header in the header map.
  • Checked Genesys Cloud security policies; no outbound proxy intercepting headers detected.
  • Tested with hardcoded credentials in curl command against same ServiceNow endpoint; succeeds.