Is the correct approach to flatten the conversation_participants array before hitting the ServiceNow Incident REST API, or should the Data Action transformer handle the expansion automatically? It’s hitting a 422 Unprocessable Entity on the table_api.do endpoint every time a multi-agent whisper triggers the screen pop webhook. Payload structure looks fine inside GC test console, but SN rejects the nested participant objects.
- Genesys Cloud v2024-11 release
- Data Action version 2.4, mapping to
incident table
- ServiceNow Tokyo instance (Washington DC patch)
- Custom header
Authorization: Basic <base64>
- Transformer script flattens JSON using
JSON.stringify
Docs say the transformer runs before the HTTP POST, yet the SN response body shows "error":{"message":"Invalid JSON structure"}. The x-genesys-cloud-request-id matches perfectly in both systems. Don’t trust the GC console validation here. Is the config missing a specific Content-Type override in the webhook headers? I saw that community thread about retry policies handling delayed payloads, but this feels like a schema mismatch on the SN side. The transformer log just shows 200 OK from GC before the actual SN call fails. Doing jack all to fix it right now. Checking the raw HTTP trace.
ServiceNow’s table API chokes on nested arrays, so you’ll need to flatten it manually in the transformer. The platform won’t auto-expand participant objects for you. Just map it out before the HTTP step:
{
"caller_id": "{{conversation_participants[0].id}}",
"agent_id": "{{conversation_participants[1].id}}"
}
You’re probably hitting that 422 because ServiceNow’s REST API strips nested arrays. /api/v2/data-actions won’t auto-flatten. You’ll need to map the indices manually. Try this:
{
"caller_id": "{{conversation_participants[0].id}}",
"agent_id": "{{conversation_participants[1].id}}"
}
Check if your webhook payload is actually passing the full array. You usually just want the IDs. What’s the exact transformer output showing right now.
Cause: Hard-coding indices breaks the moment a whisper triggers. The participant array order shifts based on join time, not role. You’ll end up sending a supervisor ID as the caller to ServiceNow. Index drift is nasty.
Solution: Filter by role in the transformer. Don’t rely on position. Use this pattern to isolate the agent and caller safely.
{
"caller_id": "{{filter(conversation_participants, 'role', 'CALLER')[0].id}}",
"agent_id": "{{filter(conversation_participants, 'role', 'AGENT')[0].id}}"
}
Check if your webhook payload includes role on every participant object.