How should I properly to map the conversation ID from an outbound dialing completion event to a ServiceNow incident via a Data Action webhook?
We are running an outbound campaign in the EU1 region and the integration breaks immediately after agent wrap-up. The Genesys Cloud Data Action consistently returns a 400 error when attempting to push the interaction payload to the ServiceNow REST API endpoint.
Environment details:
- Genesys Cloud EU1, Data Action v2
- ServiceNow London instance (Tokyo release)
- Trigger: Conversation ended (Outbound)
- Error:
"error": "Invalid JSON payload structure for incident creation"
The payload structure matches the documentation exactly, but ServiceNow rejects the sys_id reference field when it originates from the outbound campaign context.