No idea why this is happening, the Agent Scripting API returns a 400 Bad Request when attempting to trigger a ServiceNow incident creation via Data Action during an active digital channel conversation. The environment is Genesys Cloud EU-West-1, running on the latest release. The script is configured to fire upon status change to ‘Working’, invoking the createIncident Data Action with a JSON payload containing conversation metadata and customer details.
The error response indicates a validation failure on the caller_id field, yet the payload structure matches the ServiceNow REST API documentation exactly. Cross-referencing the Genesys Cloud Agent Scripting documentation, I found this note:
“Ensure that all required fields in the Data Action payload are correctly mapped to the target system’s schema. Mismatched field names or missing mandatory attributes will result in a 400 response from the downstream service.”
However, the caller_id is explicitly populated in the script’s variable mapping. The ServiceNow side logs show no incoming requests, suggesting the failure occurs before the outbound call. Has anyone encountered similar schema validation issues when bridging Genesys Cloud scripting with ServiceNow REST endpoints? The webhook trace shows the payload is well-formed JSON, but the integration layer seems to reject it prematurely.