Outbound Campaign 403 Forbidden on ServiceNow Incident Creation via Data Action

General Discussion
1

Why does the ServiceNow Data Action within an Outbound Architect flow is returning a 403 Forbidden error specifically during the campaign run phase?

Background

We have established a robust integration between Genesys Cloud (v8.0) and ServiceNow (Tokyo release) for automated ticket creation upon successful outbound contact. The flow utilizes a Data Action to POST to /api/now/table/incident with a pre-constructed JSON payload. This same Data Action works flawlessly when tested via the Architect flow tester, successfully creating incidents with correct field mappings for caller ID, campaign name, and disposition.

Issue

The failure occurs exclusively when the flow is executed by an Outbound Campaign. The campaign uses a predictive dialing strategy. Upon a successful answer (ANSWERED disposition), the flow proceeds to the Data Action. The ServiceNow instance logs a 403 Forbidden response. The error message in the Genesys Cloud flow execution log indicates:

Data Action: Create Incident
Status: 403 Forbidden
Body: {"error":{"message":"Access denied. User 'gen_snow_svc_acct' does not have sufficient permissions to create records in incident."}}

This is perplexing because the gen_snow_svc_acct service account is used for both the manual test and the campaign execution. The account has the itil and incident_admin roles assigned in ServiceNow.

Troubleshooting

  • Verified the ServiceNow user credentials in the Genesys Cloud integration settings. They are correct and active.
  • Checked ServiceNow ACLs for the incident table. The gen_snow_svc_acct user has explicit read/write access.
  • Confirmed the IP addresses of the Genesys Cloud servers are whitelisted in the ServiceNow firewall rules.
  • Reviewed the Outbound Campaign settings. The flow is attached to the correct campaign version.
  • Checked for any session token expiration issues, but the Data Action uses basic auth, not OAuth.

The discrepancy between the successful test execution and the failed campaign execution suggests a potential context or environment variable issue, or perhaps a rate-limiting mechanism on the ServiceNow side that is triggered by the high volume of concurrent calls from the predictive dialer. Any insights into why the same service account would be denied access in a high-concurrency outbound scenario?