Can’t quite understand why the Genesys Cloud Data Action is truncating the agent_email field when invoking the ServiceNow REST API via a post-interaction webhook.
We have a flow on EU1 that triggers a Data Action upon conversation completion. The payload is constructed using standard variable references. However, the payload sent to ServiceNow is missing specific fields that are present in the Architect flow’s debug trace. The ServiceNow incident is created, but the u_genesys_interaction_id field is empty, breaking our correlation logic.
The Data Action configuration uses a simple POST to the ServiceNow incident table. The headers include the Bearer token obtained via a separate OAuth2 call. The error from ServiceNow is a validation error because the required field is null.
{“status”: “failure”, “errors”: [“Field u_genesys_interaction_id is required”]}
I have verified the token is valid and has the correct scope. The issue seems to be that the Data Action is not populating the variable correctly before the HTTP call, or the Analytics API endpoint used to fetch the interaction details is returning a partial object. Is there a known latency issue with the Analytics data availability immediately after conversation end? We are seeing this consistently over the last 48 hours.