Looking for advice on a 400 Bad Request error when invoking a ServiceNow Data Action via Genesys Architect. The integration handles standard cases fine, but complex payloads fail. The endpoint is api/global/table/incident. Here is the payload structure:
{"description": "Test", "caller_id": {"link": {"table": "sys_user", "value": "admin"}}}
The caller_id reference seems to break the parser. Is there a specific syntax required for sub-document references in this context?
According to the docs, they say that nested object structures within ServiceNow REST payloads often trigger strict JSON schema validation errors if not formatted precisely as reference objects. This is similar to how SIP registration floods fail when headers are malformed; the parser expects a specific linkage format for foreign keys. In Genesys Data Actions, the default JSON serializer might flatten or misinterpret the caller_id object, leading to that 400 error.
Try restructuring the payload to explicitly define the display_value alongside the value to ensure the ServiceNow table API recognizes the reference correctly. This approach aligns with how we handle complex carrier failover logic where explicit state definitions prevent ambiguous routing decisions.
{
"description": "Test",
"caller_id": {
"link": {
"table": "sys_user",
"value": "admin",
"display_value": "System Administrator"
}
}
}
Verify that your ServiceNow instance allows cross-table references via the API endpoint. Often, omitting the display_value causes the backend validation to reject the payload as incomplete.