I am building an automated ticket creation flow in Genesys Cloud. The goal is to trigger a ServiceNow incident via a Data Action whenever a specific conversation event occurs. I have set up the Data Action with the correct ServiceNow REST endpoint and authentication headers. However, the action consistently fails with a 400 Bad Request error.
Here are the details:
- Genesys Cloud Region: us-east-1
- ServiceNow Version: Paris
- Data Action Type: HTTP Request
- Method: POST
- Endpoint: /api/now/table/incident
The request body is a JSON object containing fields like caller_id, description, and category. I have verified the payload structure against the ServiceNow documentation. The error response from ServiceNow indicates a missing mandatory field, but I am including all required fields in the JSON.
I have tried adding a debug step in the Architect flow to log the request body before the Data Action executes. The logged payload looks correct. I have also tested the same payload directly in Postman, and it successfully creates an incident in ServiceNow. This suggests the issue is specific to how Genesys Cloud sends the request.
Could there be an issue with how the Data Action handles JSON serialization or header formatting? I am using the standard application/json content-type header. Any insights on troubleshooting this 400 error within the Genesys Cloud Data Action context would be appreciated. I am new to this integration, so I might be missing a subtle configuration detail.