Stuck on a persistent 500 Internal Server Error when attempting to create a ServiceNow incident from a WebRTC softphone connection event. The Architect flow triggers correctly upon the webRTC:connection event, capturing the necessary conversation details and agent ID. However, the subsequent Data Action call to the ServiceNow REST API endpoint /api/now/table/incident fails with a server-side error.
The webhook payload is structured according to the Genesys Docs specification, including all required fields for the ServiceNow incident table. The ServiceNow instance is configured to accept POST requests, and direct testing via Postman with the same payload succeeds without issue. This suggests the problem lies within the Genesys Cloud Data Action configuration or the way the payload is being serialized before transmission.
Key details:
- Genesys Cloud Version: Latest production release
- ServiceNow Version: Washington DC Patch 3
- Data Action Type: Webhook
- HTTP Method: POST
- Headers:
Content-Type: application/json,Authorization: Basic [base64_encoded_creds] - Error Response:
{"error":{"message":"Internal Server Error","stack":"..."}}
The flow executes without errors up to the Data Action step. The ServiceNow server logs indicate that the request is received but fails during validation, possibly due to unexpected field formats or missing mandatory fields that are not immediately apparent in the Genesys Cloud payload structure. Cross-referencing with the ServiceNow documentation, all mandatory fields are included in the payload.
Has anyone encountered similar issues with WebRTC connection events triggering ServiceNow incident creation? Any insights into potential payload serialization issues or configuration mismatches would be greatly appreciated. The goal is to automate ticket creation for WebRTC sessions that require immediate attention, and this error is blocking that workflow.