Can’t get this config to load properly…
We are attempting to automate ticket creation directly from the Genesys Cloud bot interaction layer. The issue arises when a BYOC failover event triggers a Data Action intended to push context to ServiceNow. The Architect flow executes, but the downstream integration fails with a 400 Bad Request from the ServiceNow REST API, citing a malformed JSON structure.
The specific error in the ServiceNow logs indicates that nested objects within the custom_data field are violating the strict schema expected by the incident creation endpoint. We have verified the webhook payload using the Genesys Cloud API Explorer, and it appears valid at the source. However, once it passes through the Data Action transformation, the serialization seems to drop certain nested keys or escape characters incorrectly.
Here is the current Data Action configuration snippet:
data_action:
name: create_snow_ticket
endpoint: https://instance.service-now.com/api/now/table/incident
method: POST
headers:
Content-Type: application/json
Authorization: Basic {{ credentials }}
body:
short_description: "Bot Escalation: {{ conversation.custom_data.issue_summary }}"
description: "{{ conversation.custom_data.full_transcript }}"
priority: "3"
caller_id: "{{ user.email }}"
The custom_data object contains arrays and nested objects that seem to be flattening unexpectedly. Is there a known limitation with how Data Actions handle complex JSON structures from BYOC events, or should we be sanitizing the payload within the Architect flow before the HTTP request?