Looking for advice on a persistent 422 Unprocessable Entity error when triggering a Data Action from Genesys Workforce Engagement to create a ServiceNow incident.
Context:
- Genesys Cloud: 2024-03.0
- ServiceNow: Washington DC
- Integration: Data Action (HTTP POST) via Architect Flow triggered by a WEM wrap-up event
- Endpoint: /api/now/table/incident
The flow executes successfully within Architect, confirming the webhook payload structure. However, the ServiceNow instance rejects the request with a 422 error. The error body indicates short_description is missing or invalid, despite the payload explicitly including this field as a required parameter in the Data Action configuration. Debug logs show the payload is correctly formatted JSON with all mandatory fields populated. This issue occurs consistently across multiple test agents, suggesting a configuration mismatch rather than data-specific anomalies.
Question:
Has anyone encountered similar 422 errors when integrating WEM wrap-up events with ServiceNow via Data Actions? Are there specific field mapping requirements or payload transformations needed for ServiceNow to accept the incident creation request? I have cross-referenced the Genesys documentation and ServiceNow REST API guides, but the discrepancy remains unresolved. Any insights into potential hidden validation rules or required headers would be appreciated.