Stumbled on a weird bug today with the Genesys Cloud DLP API. We are currently migrating a large European customer base from Zendesk to Genesys Cloud and need to ensure our data retention policies match exactly. In Zendesk, we relied heavily on automated masking rules for PII within ticket comments, but mapping these to Genesys Cloud DLP policies via the API is failing.
Specifically, calling PUT /api/v2/dlp/policies with the payload derived from our Zendesk masking configurations returns a 403 Forbidden error. The error message states: “Insufficient permissions to modify DLP policy. User must have org.admin role.” This is confusing because our service account has the org.admin role assigned in the EU1 environment.
We have verified the OAuth token scopes include admin:dlp:write. The request works perfectly in the US1 sandbox, which makes me suspect a regional configuration difference or a specific permission set missing in the production EU instance. Has anyone successfully mapped Zendesk masking rules to GC DLP policies without hitting this wall?
Any advice on the correct permission set or an alternative method to bulk import these compliance rules would be greatly appreciated. We are on a tight deadline for the cutover and need to ensure GDPR compliance is maintained during the transition.