Can anyone clarify why our bulk export jobs for digital channel recordings are failing with a 403 Forbidden error when attempting to include legal hold metadata in the payload? We are operating in a Genesys Cloud BYOC environment (Azure) and have recently upgraded our recording retention policies to support longer legal hold periods. The issue arises specifically when the export job targets interactions that have been flagged with a legal hold status.
We are using the POST /api/v2/recordings/exports endpoint with the following body configuration:
{
"name": "LegalHoldExport_202310",
"format": "JSON",
"filter": {
"interaction_type": "chat",
"legal_hold": true
},
"include_metadata": true
}
The job initiates successfully, but within seconds, it transitions to a FAILED state. The error log provided in the response payload indicates:
Access Denied: The requested resource requires elevated privileges for legal hold data extraction. Ensure the service account has the 'recordings:legal-hold:read' scope.
We have verified that our service account possesses the recordings:export:write and recordings:read scopes. However, the specific scope mentioned in the error, recordings:legal-hold:read, does not appear in the standard OAuth scope documentation for Genesys Cloud. We have also confirmed that the S3 bucket integration is functioning correctly for standard exports without legal hold filters.
Is there a new scope required for BYOC environments when handling legal hold metadata? Or is this a known issue with the current version of the Recording API? We need to ensure chain of custody for these digital interactions, and the current failure is blocking our compliance reporting.
Any insights or workarounds would be appreciated. We are on Genesys Cloud version 2023-10.