Looking for advice on a really frustrating issue with the data privacy api. we are trying to automate the gdpr data export process for users coming from zendesk. the goal is to pull all historical interactions mapped to the zendesk ticket id and push them into gc.
the problem is that when we hit the endpoint /api/v2/privacy/dataprivacyrequests with a post request to create a new request, we get a 500 internal server error. the response body is empty which is not helpful at all. we are using the java sdk version 5.0.2.
here is the context: we have successfully migrated the agents and the digital channels are live. the ticket to interaction mapping is done via the custom attributes. when we try to trigger the export for a specific user, the api fails.
we checked the logs in gc admin and there is no trace of the request. this is strange because the request id is generated by gc. we are in the eu-west region.
is there a known limitation with the privacy api when it comes to mapped data from zendesk? we need to comply with gdpr and this is blocking our go-live. the zendesk side is working fine, we can export data there without issues. but gc seems to choke on it.
we tried using the curl command directly to rule out sdk issues but the result is the same. 500 error.
anyone have experience with this? we are stuck and need a workaround. the client is asking for updates daily. it feels like the mapping between zendesk tickets and gc interactions is not being respected by the privacy module. or maybe it is a permissions issue? we have assigned the data privacy admin role to the user making the api call.
please help. this is urgent.