403 Forbidden: Policy Violation
Is it possible to override the default data retention policy for specific archived interactions during a Zendesk-to-Genesys Cloud migration? We are trying to preserve historical ticket data for EU compliance, but GC blocks the import with a 403 error citing strict retention rules. Zendesk allowed manual archive overrides, but GC seems rigid here. Any admin config workarounds?
The 403 error occurs because Genesys Cloud enforces retention policies at the platform level, not just the application level. During migration, the system validates every record against the global Data Retention settings. If the source data exceeds the maximum allowed retention period, the API rejects it. You cannot override this via standard admin UI. Instead, you need to adjust the retention policy before running the import script. Go to Admin > Settings > Data Retention. Check the “Archived Interactions” category. If the max days is set to 365, and your Zendesk data is older, it will fail. Change the policy to allow longer retention or create a custom policy for the migration period. Here is a sample JMeter request to update the retention policy via API before importing: POST /api/v2/architect/retention/policies with body: { “id”: “your-policy-id”, “type”: “conversation”, “retentionDays”: 730 }. After updating, run the import again. If you still see 403s, check the “Compliance” settings in Admin. There might be a separate GDPR flag that overrides retention. Disable “Strict Mode” temporarily if allowed by your compliance team. Also, ensure the user running the import has the “Super Administrator” role. Standard admin roles do not have permission to modify retention policies. This is a common issue during large migrations. The system is designed to prevent accidental data deletion, so it is strict. Do not try to bypass this by modifying the payload directly. The server will still reject it. Always update the policy first. If you are using JMeter for the import, add a precondition step that checks the current retention days. If it is less than required, update it dynamically. This makes the script more robust. Remember to revert the policy after migration to maintain compliance. Leaving it open for long periods can cause data sprawl. Monitor the API throughput during the import. High concurrency can cause timeouts if the policy update is slow. Use a thread group with low concurrency for the policy update, then ramp up for the data import. This ensures the policy is active before the bulk load starts.