Genesys AI Bot webhook payload rejection by ServiceNow Incident table schema validation

Architect & Flows
1

Why does this setting in the Genesys Cloud AI Bot configuration result in a 400 Bad Request when attempting to create a ServiceNow incident via a Data Action triggered by a conversation handoff?

We are integrating Genesys Cloud CX with ServiceNow using the Data Action framework to automate ticket creation based on AI Bot analysis. The environment is Genesys Cloud EU-West (v4.3) and ServiceNow London (Tokyo release). The flow utilizes an Architect v4.3 bot flow that captures the transcript, runs an AI sentiment analysis, and upon detecting high frustration, triggers a Data Action to POST to the incident table.

The issue manifests specifically when the AI Bot captures a long transcript (>15KB) and attempts to map the description field. The ServiceNow REST API rejects the payload with a 400 Bad Request, citing a schema validation error on the work_notes field, which should not be involved in this specific mapping. The JSON payload appears valid when logged in the Genesys Data Action debug console, yet the HTTP response from ServiceNow indicates malformed input.

Steps to reproduce:

  1. Configure an AI Bot in Architect v4.3 to capture messaging transcripts.
  2. Set up a Data Action with a POST request to https://<instance>.service-now.com/api/now/table/incident.
  3. Map the transcript variable to the description field and a static string to short_description.
  4. Trigger the bot flow with a simulated high-frustration conversation containing extensive text.
  5. Observe the Data Action execution log showing a 400 Bad Request with the message “Invalid value for field ‘work_notes’”.

The work_notes field is not explicitly mapped in the Data Action JSON body. We suspect this might be related to how Genesys handles null values or empty strings in the JSON payload versus ServiceNow’s strict schema validation. Has anyone encountered similar schema mismatch issues when passing large text blobs from Genesys AI Bot flows to ServiceNow? We have verified the ServiceNow table schema allows nulls for work_notes, so the rejection is puzzling. Any insights into potential JSON serialization quirks in the Genesys Data Action engine would be appreciated.