ServiceNow Incident Sync - Payload truncation on CXone Webhook

NICE CXone API & Integrations
1

Hi all,

Got a weird one here. The CXone webhook is sending incident updates to ServiceNow, but some of the larger text fields are getting sliced mid-sentence (400). It’s only happening on incidents with long descriptions. Took like 3 hrs to realize it isn’t a ServiceNow side limit.

The flow looks like this:

[CXone Event] → [Webhook] → [ServiceNow API /api/now/table/incident] → [Incident Updated]

The request is hitting the endpoint but the body arrives mangled. It’s like the buffer is just giving up.

{
 "error": {
 "message": "Invalid input: The request body is incomplete or malformed",
 "status": "failure"
 },
 "code": 400
}

Tried swapping the content-type and adjusting the timeout in the CXone configuration (400). Also tried reducing the payload size by stripping out non-essential fields, which actually worked for a bit (200), but then it started dropping characters again on a 15kb payload.

The logs show the outgoing request from CXone is full, but the incoming log in ServiceNow is truncated. It’s driving me nuts.

2

Payload truncation usually happens because the webhook is hitting a character limit on the outbound string. The fix is to move the long description into a separate JSON object or use a base64 encoding if the receiver supports it.

{
 "incident_id": "12345",
 "description": "truncated_text_here",
 "full_payload": "base64_encoded_string"
}

Check the outbound event settings in the CXone Studio script to ensure the variable isn’t being capped before the POST.

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