Anyone free to help troubleshoot this persistent integration issue between Genesys Cloud and ServiceNow. We are attempting to automate ticket creation via a Data Action that triggers a webhook upon the conversation:transcript:completed event. The goal is to push the conversation summary and specific custom attributes into a ServiceNow incident record. The webhook is configured to send a POST request to our ServiceNow REST API endpoint (/api/now/table/incident).
The issue arises when the payload contains certain special characters or exceeds a specific length in the work_notes field. The ServiceNow instance returns a 400 Bad Request with the error message JSON parse error: Unexpected character ('\' (code 92)) or sometimes Malformed JSON. I have verified the payload structure using Postman with identical data, and it works flawlessly. The JSON schema in Genesys Cloud Data Action is configured to map the conversation.summary and custom attributes directly. I have also enabled the Content-Type: application/json header in the webhook configuration. The Genesys Cloud environment is EU-West-1, and the ServiceNow instance is London (EU). I suspect there might be an encoding issue or a limitation in how Genesys Cloud serializes the JSON payload before sending it via the webhook. I have checked the Genesys Cloud logs, and they show the webhook was triggered successfully, but the response from the target system is failing. Any insights on how to handle special characters or ensure proper JSON serialization in Genesys Cloud webhooks would be appreciated. I have also tried URL encoding the payload, but that resulted in a different error from ServiceNow expecting raw JSON. Is there a specific configuration in the Data Action or Webhook settings that needs to be adjusted for complex JSON payloads?