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Hi all,

We're currently integrating BMC Helix ITSM with Genesys Cloud using Web Services Data Actions.

The authentication endpoint (/api/jwt/login) returns a valid JWT token, however the response comes back as:

Content-Type: text/plain

The body is simply the raw JWT string.

When calling this from Genesys Cloud, the Data Action fails before mapping because the platform expects application/json responses.

We attempted to:

• Use Translation Map to capture the raw body ("$")
• Wrap the response using a Success Template
• Adjust headers (Accept / Content-Type)

However, the call appears to be rejected at the HTTP validation layer before the mapping logic executes.

My questions:

1. Does Genesys Cloud strictly enforce application/json before running the Translation Map?
2. Has anyone successfully consumed a text/plain JWT login endpoint using Web Services Data Actions?
3. Is there any supported workaround without introducing middleware?

We're evaluating whether to:

• Request the API provider to return JSON instead
• Use Basic authentication (if allowed)
• Introduce a lightweight proxy

Appreciate any insights from those who've handled similar integrations.

Thanks!

First thing you could try is to specifically add an "accept" header to your auth action with a value of "application/json". It is possible that will get the endpoint to return the JWT as JSON.

1. Does Genesys Cloud strictly enforce application/json before running the Translation Map?

Yes, which makes the answers to questions 2 and 3 no.

Feel free to post a feature request for text/plain support at https://genesyscloud.ideas.aha.io/

If adding an accept header doesn't solve this issue, any of your potential solutions seem reasonable.

------------------------------
--Jason

Original Message:
Sent: 03-25-2026 01:58
From: Phaneendra Avatapalli
Subject: Web Services Data Action rejecting JWT login due to text/plain response

Hi all,

We're currently integrating BMC Helix ITSM with Genesys Cloud using Web Services Data Actions.

The authentication endpoint (/api/jwt/login) returns a valid JWT token, however the response comes back as:

Content-Type: text/plain

The body is simply the raw JWT string.

When calling this from Genesys Cloud, the Data Action fails before mapping because the platform expects application/json responses.

We attempted to:

• Use Translation Map to capture the raw body ("$")
• Wrap the response using a Success Template
• Adjust headers (Accept / Content-Type)

However, the call appears to be rejected at the HTTP validation layer before the mapping logic executes.

My questions:

1. Does Genesys Cloud strictly enforce application/json before running the Translation Map?
2. Has anyone successfully consumed a text/plain JWT login endpoint using Web Services Data Actions?
3. Is there any supported workaround without introducing middleware?

We're evaluating whether to:

• Request the API provider to return JSON instead
• Use Basic authentication (if allowed)
• Introduce a lightweight proxy

Appreciate any insights from those who've handled similar integrations.

Thanks!

#Integrations

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi all,

We're currently integrating BMC Helix ITSM with Genesys Cloud using Web Services Data Actions.

The authentication endpoint (/api/jwt/login) returns a valid JWT token, however the response comes back as:

Content-Type: text/plain

The body is simply the raw JWT string.

When calling this from Genesys Cloud, the Data Action fails before mapping because the platform expects application/json responses.

We attempted to:

• Use Translation Map to capture the raw body ("$")
• Wrap the response using a Success Template
• Adjust headers (Accept / Content-Type)

However, the call appears to be rejected at the HTTP validation layer before the mapping logic executes.

My questions:

1. Does Genesys Cloud strictly enforce application/json before running the Translation Map?
2. Has anyone successfully consumed a text/plain JWT login endpoint using Web Services Data Actions?
3. Is there any supported workaround without introducing middleware?

We're evaluating whether to:

• Request the API provider to return JSON instead
• Use Basic authentication (if allowed)
• Introduce a lightweight proxy

Appreciate any insights from those who've handled similar integrations.

Thanks!