Can anyone explain why the Data Action step in our Genesys Cloud Architect flow is returning a 400 Bad Request error when attempting to post conversation metadata to our ServiceNow incident table? The integration works perfectly for standard voice channels, but fails consistently when triggered by digital channels like web chat or email.
- The issue appears specifically when the conversation transcript exceeds approximately 15KB in size before being serialized into the JSON body.
- We are using the standard ServiceNow REST API endpoint for incident creation (
/api/now/table/incident), and the authentication via OAuth2 is verified as valid and active in the Genesys Cloud integration settings. - The error response from ServiceNow indicates a “Malformed JSON” or “Invalid Field Value” error, yet the payload logged in the Genesys Cloud Data Action debug logs appears syntactically correct and well-formed.
- We have tested the exact same payload structure using Postman directly against the ServiceNow instance, and it succeeds without any issues, even with larger payloads.
- The failure occurs in the EU-West region, and we are running the latest version of the Genesys Cloud platform as of last week’s update.
- We suspect there might be a character encoding issue or a specific limit on the Data Action payload size that is not documented clearly in the Genesys Cloud developer documentation.
- The flow uses a simple HTTP POST method with the Content-Type header set to application/json, and the body is constructed using the standard variable mapping from the conversation context.
- We have also checked the ServiceNow side for any custom business rules that might be rejecting the payload, but no such rules are active for this integration.
- The error message in Genesys Cloud is generic, providing no specific details about which part of the JSON is causing the issue, making debugging extremely difficult.
- We need a reliable way to handle large payloads from digital channels without hitting this 400 error, as it is causing significant delays in ticket creation for our support team.