I can’t seem to figure out why the Data Action fails with a 400 Bad Request when pushing transcript data from a Genesys Cloud bot to ServiceNow.
Environment: Genesys Cloud 2024.3, ServiceNow Washington DC. The webhook triggers correctly from the Architect flow node ‘Send to ServiceNow’. The payload structure matches the /api/now/table/sn_customerservice_case schema exactly, including the mandatory ‘caller_id’ and ‘short_description’ fields. When testing via Postman with the same JSON body and authentication headers, the record creates successfully in ServiceNow. However, when executed via the Genesys Cloud Data Action, the response indicates ‘Invalid value for field: context’. I have verified that the context field in ServiceNow accepts rich text and JSON strings. The issue persists even when stripping special characters from the transcript. Is there a specific encoding requirement or payload size limit for the Data Action connector that differs from standard REST calls? The timeout is set to 30 seconds, which is sufficient for the ServiceNow instance. I need to ensure the transcript is stored for audit compliance.