- Genesys Cloud Version: 2024.04.0
- ServiceNow Version: Washington DC
- Integration: Genesys Architect Bot → Webhook → ServiceNow MID Server
- Component: Data Action / Webhook Action
Stuck on a persistent 400 Bad Request when attempting to push structured bot intent data from Genesys Cloud into a custom ServiceNow incident table via a webhook action. The flow is straightforward: a bot recognizes an intent, captures entities, and triggers a webhook action pointing to our MID server endpoint. The MID server receives the request, but the subsequent ServiceNow REST message execution fails.
The error log in ServiceNow indicates a JSON.parse failure on the sys_attachment field, yet the Genesys payload does not include attachment metadata by default. The webhook configuration in Genesys is set to POST with application/json. The payload structure looks like this:
{
"intent": "billing_issue",
"entities": {
"account_id": "12345"
}
}
The ServiceNow REST message expects a specific JSON structure mapped to the incident table. The MID server logs show the raw request arriving correctly, but the transformation scriptlet throws the error. Has anyone successfully mapped complex Genesys bot entity payloads to ServiceNow custom fields without pre-processing? The documentation suggests direct mapping is possible, but the field type mismatch seems to be causing the parse error. Any insights on handling this via the MID server transformation or adjusting the Genesys webhook payload format?