Dealing with a very strange bug here with the predictive routing integration. Architect flow triggers the data action to push queue metrics to servicenow via rest api. getting a 500 internal server error consistently after the jwt token refresh. The payload structure matches the documented schema exactly, including all required fields for the incident table. Verified the service account permissions and the endpoint is accessible via postman. Any ideas on what might cause this specific failure in the data action execution?
The main issue here is likely a silent schema mismatch or payload size constraint triggered during the JWT rotation window, rather than a fundamental permission issue. When the token refreshes, the data action often attempts to re-serialize the payload, and if any field exceeds the carrier-specific character limits or contains unexpected nulls, the 500 error surfaces immediately.
Check these specific configurations in your Architect flow:
- Validate that the
Content-Typeheader is explicitly set toapplication/jsonin the HTTP request block, as some ServiceNow instances reject ambiguous headers during token swaps. - Inspect the raw response body for a
glide.servlet_exceptionmessage, which usually points to the exact field causing the truncation. - Ensure the payload does not exceed 10KB, as older ServiceNow versions have strict POST limits that trigger 500s without clear error codes.
- Verify that the
sysparm_display_valueparameter is correctly formatted, as this is a common point of failure when importing sets dynamically.