Is it possible to map the complex nested JSON structure from the predictive_routing:agent:status webhook directly into a ServiceNow Incident record using the standard Data Action without significant custom JavaScript transformation?
We are encountering persistent issues when attempting to automate ticket creation for agent status anomalies. The goal is to trigger a high-priority incident in ServiceNow whenever an agent in a specific queue triggers a status change that indicates a potential system fault, specifically looking for transitions to ‘Unavailable’ due to ‘System Error’.
The current implementation involves a Data Action configured to listen to the webhook event. The payload received contains deeply nested objects for agent, queue, and status_details. When we attempt to map these fields to ServiceNow variables via the REST API endpoint, the MID Server returns a 400 Bad Request error. The error response indicates that the JSON body is malformed or contains unexpected fields that the ServiceNow REST message definition cannot parse.
Environment Details:
- Genesys Cloud: EU-West Region
- ServiceNow: Madrid Release (13.1)
- MID Server: v2.4.1
- Integration Method: Data Action → ServiceNow REST API
- Webhook Event:
predictive_routing:agent:status
The specific failure occurs when the status_details object includes null values for certain optional fields like last_login_timestamp or current_interaction_id. ServiceNow’s strict validation on the inbound REST message seems to reject the payload when these optional fields are present but null, rather than omitted. We have verified the JSON structure against the Genesys Cloud documentation, which states these fields are optional. However, the ServiceNow side requires explicit handling of nulls or the omission of these keys entirely before transmission.
Has anyone successfully mapped this specific webhook event to ServiceNow? Are there known workarounds within the Data Action configuration to sanitize or filter out null values before the HTTP POST request is made to the MID Server? We are considering writing a custom script include on the ServiceNow side to handle the parsing, but we would prefer a native integration solution to reduce maintenance overhead.