- Genesys Cloud Org: EU-West-1
- ServiceNow Version: Washington DC
- Integration: Genesys Data Action (v2) → ServiceNow REST API
- Trigger: Conversation Analytics Event (WEM)
Quick question about the payload structure when mapping WEM events to ServiceNow incidents via Data Actions. The documentation implies a direct JSON pass-through, but the ServiceNow endpoint is rejecting the request with a 400 Bad Request. The error body from ServiceNow specifies JSON Parse error: Unexpected character ('{' (code 123)) in value at line 1, column 2.
The Data Action configuration uses a static header Content-Type: application/json. The body mapping references the event payload directly using ${event.payload}. When I test this locally with curl, the payload is valid JSON. However, within the Genesys Data Action execution log, the raw body appears to be double-encoded or wrapped in an unexpected string format before transmission.
Has anyone successfully mapped a WEM event payload to a ServiceNow incident creation endpoint using a standard REST Data Action? I am suspecting that the Data Action engine might be escaping the JSON object into a string before sending it, which ServiceNow then fails to parse as a native JSON object. I have tried using encodeURI on the payload field, but that resulted in a 415 Unsupported Media Type.