Ran into a weird issue today with a Data Action webhook configured to create a ServiceNow incident from a Genesys Cloud Architect flow. The flow triggers on a specific IVR menu selection, capturing conversation metadata and routing information before attempting to push to the ServiceNow REST API endpoint for incident creation. The integration was functioning correctly for approximately three weeks, handling roughly 500 transactions daily without issue. Suddenly, every subsequent webhook execution returns a 400 Bad Request status code from the ServiceNow side, despite the payload structure appearing identical to previous successful requests.
The Architect flow utilizes a Set Variable block to construct a JSON object containing the caller_id, queue_name, and conversation_id. This object is then passed to the Data Action webhook. I have verified the payload format using the Genesys Cloud trace logs, and the JSON is valid. The ServiceNow MID Server is accessible and the firewall rules have not changed. The error response from ServiceNow indicates a schema validation failure, specifically regarding the u_gc_conversation_id field.
{
"error": {
"message": "Invalid value for field u_gc_conversation_id",
"detail": "Expected string, received null"
}
}
This is perplexing because the conversation_id is explicitly set in the flow and is never null at the point of webhook invocation. I have cross-referenced the Genesys Cloud documentation for Data Actions and confirmed that the variable mapping is correct. The ServiceNow instance is on the Washington DC release, and the Genesys Cloud tenant is on the latest production release.
Has anyone encountered a scenario where the Data Action webhook silently drops or nullifies a variable within the payload before transmission? I am considering adding a secondary webhook to a logging endpoint to inspect the exact payload leaving the Genesys Cloud environment, but I wanted to check if this is a known issue with the current version of the Architect engine or if there is a configuration setting I am overlooking. The urgency is high as this is blocking automated ticket creation for our digital channel support team.