Can’t get this config to load properly.
The integration between Genesys Cloud Screen Recording and ServiceNow is failing at the Data Action stage.
The flow triggers correctly upon recording completion.
The webhook payload arrives in the Architect flow without issue.
The Set Variable action successfully maps the recording URL and metadata.
However, the subsequent Data Action to create a ServiceNow incident returns a 400 Bad Request.
The error response from ServiceNow indicates a mandatory field is missing.
Specifically, the assignment_group field is null.
This is unexpected.
The JSON payload explicitly includes the assignment_group value.
I have verified the value against the ServiceNow REST API documentation.
The value voice_support_tier1 is valid.
The user account associated with the OAuth 2.0 connection has the correct roles.
The itil and sn_screen_recording_admin roles are assigned.
The issue persists across different test recordings.
I have tried using a static value for the assignment_group in the payload.
The result is identical.
The 400 error remains.
The Genesys Cloud version is v8.0.
The ServiceNow instance is on the Tokyo release.
The Architect flow is version 2.
I suspect there is a mismatch in how Genesys Cloud formats the JSON body for the ServiceNow Data Action.
The documentation states that the body should be a standard JSON object.
Yet, ServiceNow is rejecting it.
I have enabled debug logging on the Data Action.
The outgoing request shows the payload is well-formed.
The Content-Type header is set to application/json.
The Authorization header uses the correct Bearer token.
I am unable to determine why ServiceNow claims a field is missing.
Has anyone successfully integrated Screen Recording webhooks with ServiceNow incidents?
Are there specific formatting requirements for the JSON body?
Is there a known issue with the Data Action mapping for Tokyo instances?
Any insights into this 400 error would be appreciated.
I need to resolve this before the next sprint review.
The team is relying on this automated ticket creation.
Manual entry is not sustainable for our volume.
Please advise.