Having some issues getting my configuration to work as expected when attempting to create ServiceNow incidents from Genesys Cloud conversation transcripts. The integration utilizes a Genesys Cloud Data Action configured to trigger on ‘Conversation Ended’ events for a specific digital channel queue. The goal is to push the transcript, participant details, and disposition code directly into a ServiceNow incident record via a REST API call.
The Data Action is set up with the correct OAuth 2.0 credentials and the endpoint URL points to the standard ServiceNow REST API for incident creation (/api/now/table/incident). However, the request consistently returns a 400 Bad Request error. The ServiceNow instance is running the Washington DC release, and the API endpoint is verified as active and accessible from the Genesys environment.
The payload being sent by the Data Action maps the Genesys conversation summary to the short_description field and the transcript to the work_notes field. The issue appears to stem from how the transcript data is being serialized. When the transcript contains certain special characters or exceeds a specific length, the ServiceNow API rejects the payload. The error response from ServiceNow indicates a validation failure on the work_notes field, suggesting that the data format is not compliant with the expected schema.
{
"error": {
"message": "Invalid value for field work_notes",
"detail": "The value provided is not valid for the field work_notes."
}
}
I have verified that the field types match between the Genesys Data Action output and the ServiceNow table schema. The work_notes field in ServiceNow is a standard string field with a maximum length of 65535 characters. The Genesys transcript is being truncated to 5000 characters in the Data Action configuration to avoid length issues. Despite this, the error persists.
Has anyone encountered similar issues with Data Action payload serialization for ServiceNow integrations? I am looking for insights on how to properly format the transcript data to ensure compatibility with the ServiceNow REST API. Any suggestions on debugging the payload structure or handling special characters would be appreciated. The environment is set up in the Europe/London region, and the Genesys Cloud version is the latest available.