HTTP 400 Bad Request: Invalid JSON payload structure
Encountering a validation error when routing WhatsApp messages from Genesys Cloud to ServiceNow via an Architect Data Action. The integration was functioning correctly until the last platform update.
The GC flow captures the inbound message and triggers a webhook to the ServiceNow incident.do endpoint. The payload includes standard fields like caller_id, short_description, and description. However, ServiceNow is rejecting the request because the active field is missing from the JSON body.
Reviewing the ServiceNow REST API documentation, active is a mandatory field for incident creation if not set to a default value in the system properties. The current GC Data Action configuration does not expose a toggle to inject this boolean flag directly into the payload template.
Is there a workaround to append static key-value pairs to the JSON payload within the Architect Data Action configuration? Or should this be handled via a script step before the webhook call? The flow currently fails at the webhook stage, causing the conversation to drop back to the queue. Looking for a clean solution that avoids complex scripting if possible. The environment is running the latest GC release with ServiceNow Tokyo version.