Is it possible to push the full transcript object from a Genesys Cloud digital channel interaction (specifically webchat) to a ServiceNow Task table via a Data Action without hitting a 500 Internal Server Error? i have been debugging this for two days and it seems like the payload size or structure is causing issues on the serviceNow side.
environment details:
genesys cloud: release 2024.4 (prod instance)
serviceNow: washington DC release
integration: Genesys Cloud Data Action → ServiceNow REST API (/api/now/table/task)
the flow is set up to trigger on ‘conversation:ended’. the Data Action uses the ‘http_post’ operation. i am mapping the transcript field from the conversation object directly into a custom field ‘u_gc_transcript’ on the ServiceNow task table. the payload looks valid when i inspect it in the Genesys Cloud debug logs, but serviceNow returns a 500 error with no detailed body in the response.
i have tried:
- reducing the payload size by only sending the last 10 messages (still fails)
- encoding the transcript as base64 (fails with 500)
- using a simple JSON string instead of an array of message objects (works, but loses formatting)
the ServiceNow instance is running standard out-of-the-box security settings for REST APIs. i have verified the OAuth credentials are valid and have ‘admin’ rights on the task table. the issue seems to be related to how Genesys Cloud formats the transcript array when sending it via the Data Action.
is there a known limitation with the Data Action payload size for digital channel transcripts? or is there a specific way to sanitize the transcript data before sending it to ServiceNow? i have checked the Genesys Cloud documentation on Data Actions and ServiceNow integrations but could not find anything specific to transcript payload formatting.
any help would be appreciated. i am stuck on this and need to get the screen pop functionality working with full transcript context.