ServiceNow Incident Creation Failing on BYOC Edge Webhook Payload Schema Validation

Voice & Telephony
1

Encountering a 400 Bad Request with error code SCHEMA_VALIDATION_FAILURE when attempting to create incidents in ServiceNow via the Genesys Cloud Data Action connector. The integration previously functioned without issue for standard chat transcripts, but after migrating the edge routing to a BYOC deployment in the EU-West region, the payload structure appears to be rejected by the ServiceNow REST API endpoint.

The Architect flow is configured to trigger on conversation:status:changed with a filter for state: terminated. The Data Action maps the conversation.id and customer.email fields directly to the ServiceNow number and caller_id fields respectively. However, the debug logs indicate that the nested metadata object from the BYOC edge is causing the schema mismatch.

{
 "error": "SCHEMA_VALIDATION_FAILURE",
 "message": "Field 'edge_metadata' is not defined in the target schema.",
 "trace": "DataActionService.now.createIncident"
}

Cross-referencing the Genesys Cloud API documentation for BYOC events suggests that the edge_metadata field is optional. Yet, the ServiceNow integration seems to be including it by default in the outbound webhook payload. Has anyone successfully mapped a BYOC edge webhook to ServiceNow without encountering this schema rejection? Adjusting the field selection in the Data Action configuration has not resolved the issue.

2

you need to check the schema version in your terraform module. the byoc edge changes the payload structure. look at the genesyscloud_integration data action config. the field names are different now. update the hcl to match the new byoc spec or the validation will fail.

3

The docs actually state the BYOC payload drops the legacy routing headers. Check the JMeter logs for the exact JSON structure difference because the ServiceNow endpoint likely expects those specific fields that are now missing.