Genesys Cloud - Developer Community!

Hi @Nikhil Mokhashi, 

We have not implemented this exact use case, but using AWS Lambda in the incident creation flow is certainly possible.

If your current process creates ServiceNow incidents through an email flow and references a Genesys data table to determine the affected service or impact, you could replace or complement that logic with an AWS Lambda function.

A possible approach would be:

1. Genesys sends the event or alert information.
2. AWS Lambda receives the payload and evaluates the impact based on predefined business rules, AWS resources, external systems, or CMDB data.
3. Lambda enriches the incident data (Impact, Urgency, Assignment Group, CI, etc.).
4. Lambda then triggers ServiceNow incident creation through the ServiceNow REST API, or returns the enriched information back to the workflow.

A few questions that may help the community provide more specific guidance:

• Are you using Genesys Cloud Architect email flows?
• Is Lambda being invoked directly from Architect, via API Gateway, or through another integration?
• How do you currently calculate the incident impact using the data table?
• Are you looking to create the incident directly from Lambda or only use Lambda to determine the impact before the email reaches ServiceNow?

If you can share more details about the architecture and the desired impact calculation logic, the community may be able to suggest a more specific design.