Can anyone clarify the correct procedure for ensuring GDPR data residency when migrating custom Zendesk ticket fields to Genesys Cloud in the EU1 region? We are currently mapping our Zendesk Professional instance to Genesys Cloud EU1 (eu1.genesys.cloud) to maintain strict compliance with EU data protection laws. The issue arises when using the Genesys Admin API v2 to create custom attributes for interactions.
While standard fields seem to respect the regional boundary, our custom Python migration script (using requests library v2.31.0) is occasionally hitting a 403 Forbidden error with the message AccessDenied: Data residency policy violation when attempting to write specific PII tags derived from Zendesk customer notes. This happens specifically when the source Zendesk ticket contains attachments larger than 10MB, even though we are stripping attachments before the API call.
We have verified that our Okta SAML 2.0 assertions are correctly scoped to the EU1 tenant. The error logs from the Genesys side show a transient failure in the data classification service, which seems to be routing the metadata check through a non-EU endpoint for a split second before rejecting the payload. This is causing our migration batch jobs to fail intermittently, specifically around 3 PM CET when our load peaks.
Is there a specific header or configuration in the Genesys Cloud tenant settings that needs to be adjusted to force all metadata processing to stay within the EU1 boundary? We are trying to replicate the exact data handling behavior of Zendesk’s EU data center but hitting these unexpected compliance blocks in Genesys. Any insights on how to debug the data residency routing for custom attribute creation would be greatly appreciated.