Quick question about the shiftrequest:updated webhook failing to ingest into our ServiceNow incident tables. The payload arrives at the MID server, but the REST message returns a 400 Bad Request on the sys_import_set_row table. Here is the environment:
- Genesys Cloud Version: 23.10.0
- ServiceNow Version: Washington DC Patch 13
- Integration: Data Action triggering a REST API call
- Endpoint:
/api/now/table/incident
The JSON payload from the WEM webhook is valid and parses correctly in the debug logs. However, ServiceNow rejects the POST because the assigned_to field contains a UUID string that does not match any sys_user record in our instance. We are trying to map the Genesys agent ID to the ServiceNow user ID using a lookup table, but the Data Action seems to pass the raw UUID before the lookup completes.
Has anyone successfully mapped Genesys agent UUIDs to ServiceNow sys IDs within the same Data Action flow? The documentation suggests using a Data Action to transform the payload, but we are seeing race conditions where the webhook fires before the transformation script finishes. Any insights on handling this latency or a better pattern for cross-referencing agent IDs?