Data Action 400 when pushing Agent Script events to ServiceNow

General Discussion
1

Just noticed that the Data Action trigger for agent scripting events is returning a 400 Bad Request when mapping the script_version field to a ServiceNow string attribute. The payload validation fails despite the JSON structure matching the schema in Genesys Docs. Checking the raw HTTP response shows a generic ‘Malformed input’ error without specific field details. Has the schema changed recently?

2

Check your payload serialization. The 400 error usually stems from the Genesys Cloud Data Action provider sending nested objects as raw JSON strings instead of flattened key-value pairs, which ServiceNow’s REST API rejects during initial validation.

resource "genesyscloud_flow" "agent_script_flow" {
 name = "Script Event Push"
 description = "Pushes script events to SNOW"

 flow_type = "VM"

 # ... other flow config ...

 actions {
 type = "DATAACTION"
 name = "PushToServiceNow"

 settings {
 data_action_id = data.genesyscloud_data_action.snow_push.id
 
 # Critical: Ensure flatten is true for nested script metadata
 input_mappings {
 key = "payload"
 value = "${trigger.event.data.script_metadata}"
 type = "JSON"
 }
 
 output_mappings {
 key = "result"
 value = "response.body"
 type = "JSON"
 }
 }
 }
}

The default behavior for complex event data often preserves the hierarchical structure. ServiceNow expects a flat map for most standard incident or change request fields. If script_version is inside a nested object, the API call fails.

Use the flatten parameter in the data action configuration or pre-process the payload using a Script node before the Data Action trigger. A simple JavaScript transform in a preceding node can extract the specific fields and create a clean object for the API call.

// Pre-processing script node example
let payload = {
 "script_version": event.data.script_metadata.version,
 "agent_id": event.data.agent.id
};
return payload;

This avoids the generic “Malformed input” error by ensuring the JSON structure matches the target schema exactly. The Genesys provider logs often hide this specific mismatch, so checking the raw HTTP request in the developer tools or using a local proxy like mitmproxy reveals the actual structure being sent.