My current config is completely failing as expected when attempting to push complex conversation metadata to ServiceNow via the Genesys Cloud Data Action connector. The integration was functioning correctly for basic single-level key-value pairs, but after updating the Architect flow to capture nested agent scripting variables for digital channel interactions, the webhook returns a 400 Bad Request error.
The error response from the ServiceNow REST API indicates a JSON parsing failure: Invalid JSON structure at line 1, column 45. Upon inspecting the raw payload in the Genesys Cloud Data Action execution logs, the JSON appears well-formed. However, when the payload is serialized for the outbound request, it seems the Data Action connector is stripping certain escape characters required for nested objects within the attributes block. Specifically, the customer.details object is being flattened incorrectly, causing the ServiceNow cmdb_ci lookup script to fail validation on the incoming JSON structure.
I have verified the payload format against the Genesys Data Action Documentation, which suggests that complex objects should be passed as serialized strings if the target system requires strict schema validation. Despite this, the connector seems to be auto-parsing the JSON before transmission, leading to the malformed structure observed in the ServiceNow system logs.
The environment details are as follows:
- Genesys Cloud Version: v23.4
- ServiceNow Version: Washington DC (v18.04)
- Integration Method: Data Action → HTTP Request
- Endpoint:
https://<instance>.service-now.com/api/now/table/incident
Has anyone encountered similar issues with nested JSON serialization in Data Actions? Is there a specific configuration in the Architect flow or the Data Action mapping that forces raw JSON transmission without intermediate parsing? I need to ensure that the interaction.end_time and nested customer attributes are passed accurately to trigger the correct screen pop and ticket creation workflow without manual intervention.