Struggling to figure out why the Genesys Cloud Data Action is returning a 401 Unauthorized error when attempting to create a ServiceNow incident immediately after an outbound dialing completion event in the EU1 region.
The integration relies on a standard REST API call from Genesys Cloud to the ServiceNow incident.do endpoint. The payload construction appears correct, mapping the conversation_id, agent_id, and outcome from the Architect flow context variables. We have verified the Basic Authentication credentials multiple times, ensuring the username and password match the ServiceNow integration user account, which has the necessary sn_incident role. The same credentials work flawlessly in Postman, returning a 200 OK and creating the ticket as expected.
However, when triggered via the Data Action, the request fails. The Genesys Cloud logs show the outbound request is initiated, but the response from ServiceNow is a 401. The error payload from ServiceNow indicates: "error": {"message": "Invalid username or password.", "status": "401"}. This is puzzling because the credentials are static and stored securely in Genesys Cloud Secrets.
We are running Genesys Cloud version 23.4. The Data Action is configured to trigger on the conversation.dialing.complete event. We have also tried using Bearer token authentication by fetching a token from ServiceNow’s OAuth endpoint via a prior Data Action step, but that results in a 403 Forbidden, suggesting a role or scope issue rather than just authentication.
Has anyone successfully mapped outbound wrap-up events to ServiceNow incidents using Data Actions without hitting these authentication roadblocks? Are there specific header requirements or IP allow-listing considerations in Genesys Cloud that might be stripping the auth headers before the request leaves the platform? Any insights into how the Genesys Cloud outbound dialing context affects the webhook payload structure would be appreciated.