How should I properly to structure the JSON payload for a Genesys Cloud outbound campaign webhook when triggering a ServiceNow incident via Data Actions? The integration fails with HTTP 400 Bad Request on the ServiceNow REST API endpoint. The payload includes contactId and callStatus, but ServiceNow rejects it citing a missing mandatory field caller_id. The outbound dialing flow executes successfully, yet the webhook payload seems to lack the necessary contact attributes. Is this a mapping issue in the Data Action configuration?
According to the docs, they say that outbound campaign data actions need explicit field mapping because the default payload only includes core interaction metadata. you’re hitting a 400 because servicenow expects caller_id but the webhook is sending contactId. to fix this, open your outbound campaign settings and navigate to the data actions tab. edit the webhook configuration and use the json mapper to transform the incoming payload. map the contactId field from the outbound event directly to the caller_id key in the outgoing json. also ensure the callStatus is formatted as a string if servicenow requires it. a common fix is to add a static value for any other mandatory fields like short_description if they aren’t dynamically available. verify the endpoint accepts application/json headers. once the mapping is correct, test with a single contact to validate the payload structure before pushing to the full queue. this usually resolves the missing field error immediately.