I’m curious as to why the Genesys Cloud SIP Trunk Registration webhook is failing when attempting to update the ServiceNow CMDB via Data Actions? We are trying to automate the synchronization of SIP trunk status changes in Genesys Cloud to our ServiceNow configuration items. The webhook is configured to trigger on sip_trunk.registration_status_changed events.
The issue manifests as a consistent 400 Bad Request error from the ServiceNow REST endpoint. Upon inspecting the raw payload received by ServiceNow, it appears that Genesys Cloud is sending the trunk_id as a nested object rather than a simple string, which violates the ServiceNow cmdb_ci_telecom_trunk table schema. The expected format is { "u_trunk_id": "TRUNK_123" }, but the actual payload contains { "u_trunk_id": { "id": "TRUNK_123", "display_value": "Main SIP Trunk" } }.
We have verified the ServiceNow table schema and the REST message definition multiple times. The Data Action step in Genesys Cloud is configured to map the trunk.id field directly to the u_trunk_id field in the ServiceNow JSON body. However, the Data Action engine seems to be expanding the object reference instead of extracting the primitive ID value. We have tried using the extract function within the Data Action mapping, but the error persists. The Genesys Cloud API documentation for SIP trunks suggests that the webhook payload should include the full trunk object, but it does not explicitly state how to handle nested object serialization in Data Actions for external REST APIs.
Is there a specific configuration in the Data Action step or a different webhook event that provides a flattened payload? We are currently unable to update the CMDB automatically, which is causing significant delays in our incident response process. The timezone is Europe/London, and the ServiceNow instance is on the Washington release. Any insights into how to properly map nested webhook objects in Genesys Cloud Data Actions would be greatly appreciated. We have reviewed the Data Actions documentation but found no examples of handling complex object types in outbound webhooks.