ServiceNow Quality Score Sync failing with 422 Unprocessable Entity on bulk update

Genesys Cloud WFM
1

Is there a clean way to structure the JSON payload for the api/now/table/qmgr_quality_score endpoint when triggered from a Genesys Cloud Data Action?

  • Environment details: Genesys Cloud Release 2024-12 (v13.2) hosted in AWS London (eu-west-2). ServiceNow instance is Washington DC (washington.service-now.com).
  • The integration uses a scheduled Data Action to sync quality assessment results from Genesys Cloud Quality Management to ServiceNow for SLA tracking.
  • The flow triggers every 15 minutes, fetching completed assessments via the api/v2/quality/assessments endpoint, filtering for status: completed and created_date within the last hour.
  • Each assessment is then mapped to a ServiceNow record using the webhook.execute node.
  • The issue arises specifically when the payload contains multiple interactions linked to a single agent in a single assessment batch.
  • ServiceNow returns a 422 Unprocessable Entity error with the message: Invalid value for field 'interaction_id'. Value must be unique.
  • This suggests that ServiceNow is enforcing a uniqueness constraint on the interaction_id field in the qmgr_quality_score table, which conflicts with how Genesys Cloud generates IDs for multi-channel interactions (e.g., chat followed by callback).
  • The webhook payload includes standard fields: agent_id, interaction_id, score, feedback, and timestamp.
  • Attempts to use a Data Action to transform the interaction_id by appending a timestamp or random suffix have failed because the downstream ServiceNow script includes a validation step that rejects non-standard ID formats.
  • Cross-referencing the ServiceNow documentation for qmgr_quality_score, there is no clear indication of whether the interaction_id should be a composite key or if a separate sys_id mapping is required.
  • The Genesys Cloud Data Action logs show successful execution of the fetch step, but the webhook.execute node fails with a 422 status code and a retry limit of 3 is exhausted within 60 seconds.
  • Is there a recommended pattern for handling duplicate interaction_id values when syncing from Genesys Cloud to ServiceNow?
  • Should the integration logic shift to updating an existing record via sys_id rather than creating new entries for each interaction?
  • Any insights on how other teams have resolved this uniqueness conflict in similar QM-to-ServiceNow integrations would be appreciated.