Anyone know why the Data Action configured to create an incident in ServiceNow is consistently failing with a 400 Bad Request error? The webhook payload structure matches the ServiceNow API documentation exactly, yet the MID server logs indicate a malformed JSON body.
Environment details:
- Genesys Cloud Version: 2024.07.0
- ServiceNow Version: Washington DC Patch 10
- Integration: Genesys Data Action → ServiceNow MID Server
- Endpoint: /api/now/table/incident
The flow triggers correctly upon conversation end. Debugging the Data Action response reveals the error message: Invalid JSON: Unexpected token 'u' at position 0. This suggests the payload might be empty or undefined when reaching the REST API step. The mapping in Genesys pulls data from the conversation.summary object, which is populated.
We have verified the MID server connectivity and the REST Message definition in ServiceNow allows external calls. The issue persists across multiple test runs. Is there a known limitation with the conversation.summary field availability in the Data Action context, or should we be using a different trigger point to ensure the summary is fully serialized before the Data Action executes?