I’m trying to figure out why the outbound campaign integration is failing when attempting to create a ServiceNow incident for disconnected calls. The Genesys Cloud Architect flow triggers an outbound webhook upon call disconnect, passing the call record ID and disposition. However, the ServiceNow REST API endpoint (api/now/table/incident) consistently returns a 500 Internal Server Error, despite the payload being valid JSON. The environment is Genesys Cloud EU1 (Release 24.4.1) and ServiceNow Washington DC. The webhook timeout is set to 30 seconds, which should be sufficient. The error occurs specifically when the disposition is ‘No Answer’ and the call duration exceeds 5 seconds, suggesting a potential data mapping issue or a backend processing delay on the ServiceNow side. The integration uses basic auth for the webhook, and the credentials have been verified. The payload includes standard fields like caller_number, call_id, and disposition_code. No 4xx errors are present, indicating the request is being received but failing during processing. The ServiceNow logs do not show any corresponding failed requests, which is puzzling. The goal is to ensure that every outbound call attempt results in a tracked incident for quality assurance purposes. The current setup works for inbound calls but fails for outbound, highlighting a potential asymmetry in how the data is structured or processed.
- Verified the webhook payload against the ServiceNow API documentation and confirmed all required fields are present and correctly formatted.
- Tested the same payload using Postman directly against the ServiceNow instance, which successfully created the incident, ruling out credential or endpoint issues.