looking for advice on a persistent integration failure between genessys cloud workforce engagement management and servicenow. we are attempting to sync agent skills derived from digital channel routing rules (webchat and sms) into servicenow cmdb_ci_service for capacity planning.
the architect flow triggers a data action to call the servicenow rest api (api/now/table/cmdb_ci_service) via a webhook. the issue is that when the payload includes skill groups mapped to digital channels, servicenow returns a 400 bad request with the message: ‘invalid value for field: skill_set_id’.
we have verified that the skill_group_id in genessys cloud matches the sys_id format expected by servicenow. however, the error persists specifically for digital channel skills, while voice skills sync without issue.
environment details:
- genessys cloud region: eu1
- servicenow version: washington dc
- integration method: outbound webhook from architect flow
- payload structure: json with nested skill objects
has anyone encountered this specific mismatch with digital channel skill synchronization? we are considering adding a data action to transform the skill identifiers before the webhook call, but want to rule out any known limitations in the wem api or servicenow table schema first.