Looking for advice on a persistent integration failure between Genesys Cloud Architect and ServiceNow. We are configuring a Data Action to create an Incident record via a REST API call triggered by an IVR node. The payload is valid JSON, verified via Postman, but the Data Action consistently returns a 500 Internal Server Error in the Genesys Cloud logs.
The endpoint is https://dev-instance.service-now.com/api/now/table/incident. Authentication is handled via Basic Auth credentials stored in Genesys Cloud Secrets Manager. The error trace in Genesys shows HTTP/1.1 500 Internal Server Error with no body content returned from ServiceNow. We have ruled out network connectivity issues as other endpoints succeed.
According to the Genesys Docs, the Data Action should handle standard HTTP errors gracefully. However, we suspect the issue lies in how Genesys serializes the request body or handles the ServiceNow-specific header x-service-now-secure. We are running Genesys Cloud EU-West-1. Has anyone successfully integrated ServiceNow Incident creation via Data Actions without using an intermediate lambda? What headers are strictly required?