ServiceNow Data Action 500 Internal Server Error: JSON Parsing Failure on Architect JSON Object Node Output

Architect & Flows
1

Has anyone encountered a persistent HTTP 500 error when passing complex JSON objects from an Architect flow into a ServiceNow Data Action? We are seeing this behavior specifically when the JSON structure includes nested arrays derived from the interaction context object.

Here is the setup:

  • Environment: Genesys Cloud EU (London), ServiceNow Tokyo version.
  • Flow: Architect IVR flow utilizing a JSON object node to construct a payload for incident creation.
  • Data Action: Configured to call a custom ServiceNow REST API endpoint (/api/now/table/incident).

The issue manifests when the JSON object node outputs a payload where the comments field contains an array of strings (representing transcript snippets). When the Data Action executes, Genesys Cloud returns a 500 Internal Server Error with the following generic message in the flow execution log:

{"error":"internal_server_error","message":"An unexpected error occurred while processing the data action request."}

However, if we flatten the array into a single string using a string manipulation node, the request succeeds with a 201 Created. This suggests the ServiceNow endpoint is rejecting the nested array structure, but the error handling in the Genesys Cloud Data Action is swallowing the actual HTTP 400 Bad Request response from ServiceNow and converting it to a 500.

I have verified the ServiceNow side via Postman, and it correctly returns a 400 with a detailed parsing error for the same payload. The problem is that within the Genesys Cloud flow, we cannot access this 400 response to handle it gracefully via a catch block. The flow simply fails.

Is there a configuration in the Data Action to pass through the actual HTTP status code from the target API, or is this a known limitation of the ServiceNow connector? We are currently working around it by flattening the JSON, but this breaks our requirement for structured comment logging in ServiceNow.

Any insights on how to debug the actual response body from the ServiceNow endpoint within the Data Action execution context would be appreciated.