Why does this setting… cause our custom Data Action to return a 401 Unauthorized error specifically when an agent initiates a shift swap in WFM?
We have a Data Action configured to push swap requests to our internal HRIS via a POST call. It works flawlessly during manual tests in the Data Action builder. However, when triggered by the WFM shift swap workflow, the call fails immediately. The logs show the integration user token is valid, but the target system rejects it.
Environment:
- Genesys Cloud Release: 2024.11
- Region: Chicago (US East)
- Data Action Version: 2.1.0
I suspect this is related to how WFM handles service accounts during self-service transactions. According to Genesys Docs, WFM actions might run under a different context than scheduled publishes.
Has anyone successfully connected WFM shift swaps to an external system without hitting auth walls? We need this sync for our adherence reporting to update in real-time. Any insights on the correct authentication scope for WFM-initiated triggers would be appreciated.