Need some troubleshooting help with a persistent integration failure between Genesys Cloud Analytics exports and our ServiceNow instance. The setup involves a scheduled Data Action triggered by an Analytics API response, intended to push conversation summary data into a custom ServiceNow table for compliance auditing. The flow executes correctly up to the point of invoking the Data Action, but the ServiceNow MID server consistently returns a 400 Bad Request. The error payload indicates a JSON parsing failure at the root level, specifically complaining about unexpected tokens in the ‘interactions’ array.
The environment is running Genesys Cloud v2.98.10, and the ServiceNow instance is Tokyo Patch Set 5. The Data Action is configured to use Basic Auth with a dedicated integration user. I have verified the endpoint URL and the authentication headers multiple times. The issue seems to stem from the payload structure generated by the Analytics API when filtering for digital channel conversations. The API returns a nested object structure that includes null values for certain optional fields like ‘agent_transfer_history’, which ServiceNow’s strict JSON parser rejects.
Here is what I have already tried:
- Modified the Data Action payload template to explicitly filter out null values using a conditional expression before serialization. This reduced the payload size but did not resolve the 400 error, as the parser still flags malformed JSON syntax in the remaining nested arrays.
- Attempted to bypass the Data Action by using a Genesys Cloud Webhook to push the data to an intermediate Azure Function that sanitizes the JSON before forwarding it to ServiceNow. This workaround succeeded, but it introduces significant latency and violates our compliance requirement for direct, auditable integrations between Genesys and ServiceNow.
The error trace from the ServiceNow side shows: {"error": {"message": "Invalid JSON: Unexpected token < in JSON at position 0", "stack": "SyntaxError: Unexpected token < in JSON at position 0"}}. This suggests the ServiceNow endpoint might be returning an HTML error page instead of processing the JSON, but the Genesys Data Action logs show the request was sent with the correct Content-Type header. I have cross-referenced the Genesys Cloud documentation on Data Action payload handling and ServiceNow REST API requirements, but nothing stands out. Any insights on how to handle nested null values in Data Action payloads or if there is a known limitation with Analytics API exports in this version would be appreciated.