Is it possible to trigger ServiceNow tickets via Outbound Dialing Webhooks?

Is it possible to configure an outbound dialing campaign to trigger a ServiceNow ticket creation via webhook upon specific disposition codes?

We are attempting to map the disposition event payload to our ServiceNow REST API. The webhook returns a 200 OK, but the ticket creation fails silently in ServiceNow due to missing mandatory fields in the JSON body. The Genesys Cloud webhook payload seems to lack the contact_uri in the format required by our CMDB integration. Any insights on payload transformation within the Outbound module?

I think the outbound webhook payload does not include contact_uri by default, so you need to enable specific data fields in the campaign settings. Check the API docs here: https://developer.genesys.cloud/api-docs/outbound/webhooks

The best way to fix this is to enable Include contact details in the outbound campaign settings, which populates the contact_uri field. It’s similar to ensuring Zendesk ticket fields are mapped before the API call, otherwise the payload arrives empty.