Quick question about the integration between Genesys Cloud Agent Scripting and ServiceNow via Data Actions. We are deploying a standardized script for our Tier 2 support agents that automatically creates a ServiceNow incident record when a specific NLU intent is matched during a voice interaction. The flow utilizes a Data Action node configured with a POST request to the ServiceNow REST API endpoint https://{{instance_name}}.service-now.com/api/now/table/incident. The payload is constructed using the {{conversation.id}} and {{agent.id}} variables, along with the transcribed text from the interaction.
The issue arises intermittently, but with increasing frequency in the last 48 hours. Approximately 15% of the script executions result in a 500 Internal Server Error returned from the ServiceNow MID Server. The Genesys Cloud Architect flow logs show a successful HTTP POST initiation, but the response body contains a generic service error from the MID Server, not a specific ServiceNow validation error. This suggests the payload might be exceeding a size limit or causing a timeout within the MID server processing queue, despite the request timing out at 30 seconds on the Genesys side.
Here is what we have already tried:
- Reduced the payload size by excluding the full interaction transcript and only sending the NLU intent confidence score and the primary summary variable. This did not resolve the 500 errors, indicating the issue is not solely related to payload length.
- Verified the ServiceNow MID Server logs directly. The logs show that the request is received but fails during the
GlideRecordinsertion phase with aNullPointerException. We suspect a mismatch in the data type expected by the ServiceNow field mapping versus the JSON type sent by Genesys Cloud Data Actions.
The environment is Genesys Cloud Release 23.26, and ServiceNow is on the Washington DC release. The integration uses OAuth 2.0 for authentication. Has anyone encountered similar NullPointerException issues when mapping Genesys Cloud conversation variables to ServiceNow incident fields via Data Actions? Any insights into debugging the MID Server processing step would be appreciated.