GC Messaging Webhook Payload Truncation on ServiceNow MID Server Integration

General Discussion
1

Quick question, has anyone seen this weird error? with the Genesys Cloud Messaging channel webhook integration to ServiceNow via the MID Server. The issue manifests specifically when the initial message payload contains a high volume of characters, exceeding approximately 2000 bytes. The Data Action executes successfully for shorter messages, but longer texts result in a silent failure on the ServiceNow side, where the incident is created but the description field is empty or truncated, despite the GC Architect flow showing a 200 OK response.

The environment details are as follows:

  • Genesys Cloud Version: 2024-10 (Latest)
  • ServiceNow Version: Washington DC (2405)
  • Integration Method: Custom BYOC Webhook → MID Server → ServiceNow Incident Table (incident)
  • Webhook Type: POST to /api/sn_midserver/1.0/action/execute

Here are the steps to reproduce the issue:

  1. Configure a Genesys Cloud Architect flow with a Messaging trigger.
  2. Add a Data Action node configured to POST to the ServiceNow MID Server endpoint using Basic Auth.
  3. Construct the JSON payload to map {{message.text}} to the description field in the ServiceNow incident creation request.
  4. Send a test message from the GC Messaging simulator containing a long string of text (e.g., a pasted paragraph from a legal disclaimer).
  5. Observe the Genesys Cloud flow execution logs; the Data Action reports success with a 200 status code.
  6. Check the corresponding incident in ServiceNow. The short_description populates correctly, but the description field is either blank or contains only the first 500 characters.

I have verified the MID Server logs, and the payload received by the MID Server appears complete. However, the ServiceNow REST API call from the MID Server to the incident table seems to drop the remaining characters. This suggests a potential issue with how the Genesys Cloud webhook serializes large text blocks or how the MID Server handles the body size for this specific action definition.

Has anyone encountered similar payload truncation issues when passing large text fields from GC Messaging to ServiceNow via MID Server? I am considering splitting the payload or using a different integration pattern, but I want to rule out configuration errors first. The current Content-Type is set to application/json.