Quick question about the integration between Genesys Cloud Architect Data Actions and ServiceNow REST APIs. We are experiencing a consistent 422 Unprocessable Entity error when attempting to create an Incident via the webhook endpoint. The payload structure matches the ServiceNow schema exactly, including the mandatory short_description and caller_id fields. Debugging the request logs reveals that the error originates from ServiceNow’s validation layer, specifically citing a mismatch in the u_custom_field format.
The webhook is triggered by a conversation event in Architect. The payload transformation maps the conversation.id to the u_gc_conversation_id custom field. However, ServiceNow rejects the request with a VALIDATION_ERROR on that specific field. The data type in ServiceNow is a string, but the error message suggests it expects a reference type. We have verified the field definitions in both environments. The issue persists even after clearing the webhook cache and redeploying the Architect flow. The Genesys Cloud SDK version is v2. The request headers include the correct Content-Type: application/json and basic authentication credentials. Any insights on how to force the string type mapping or if there is a known quirk with reference type validation in recent ServiceNow updates?
Thanks for the help.