Data Action 400 Error on ServiceNow Incident Creation

Does anyone understand why the ServiceNow Data Action returns a 400 Bad Request when processing messaging engagements? The payload structure matches the documented REST API requirements, yet the response indicates a missing mandatory field. The error occurs specifically during the initial engagement start event. Here is the JSON payload being sent:

{
 "short_description": "Customer inquiry",
 "caller_id": "123456"
}

The flow logs show no transformation errors.

Have you tried validating the caller_id field against the ServiceNow schema? The Genesys Cloud Data Action often expects a full user object rather than a simple string, causing the 400 error during engagement start.

Ensure the payload includes the required sys_id or email attributes. The AppFoundry documentation highlights that strict type mismatches in nested objects frequently trigger these validation failures.