Anyone free to help troubleshoot this persistent integration failure within our primary IVR flow. The architecture relies on an Architect Webhook Action to push real-time customer context (CDR data, IVR path, and initial intent) to a ServiceNow Service Portal instance before the agent screen pop occurs. This setup has been stable for six months, but since the last Genesys Cloud patch (v2024-02-15), we are seeing a 15% failure rate on the webhook execution.
The flow is configured to trigger immediately after the conversation.answered event. The Webhook Action uses a POST method against the ServiceNow tableapi.do endpoint. Authentication is handled via OAuth 2.0 client credentials, which are verified as valid and active. The payload structure adheres strictly to the ServiceNow REST API v2 schema.
The error returned is a generic 422 Unprocessable Entity. The response body from ServiceNow indicates a validation error on the sys_id field, specifically stating that the value provided is not a valid UUID format. However, the Architect flow is passing the conversation.id variable, which is confirmed to be a valid UUID in the debug logs.
{ "error": { "message": "Validation failed for one or more input parameters.", "detail": "sys_id: Invalid format. Expected UUID." } }
I have cross-referenced the Genesys Cloud Architect documentation for Webhook Actions and the ServiceNow REST API documentation. The variable mapping in the flow appears correct. The issue seems to stem from how Genesys Cloud serializes the UUID before transmission or a change in how ServiceNow interprets the incoming JSON structure. Has anyone encountered a similar serialization issue with UUIDs in Webhook Actions recently? I am considering adding a Data Action to reformat the UUID before the Webhook call, but I suspect this is a platform-level bug.