Genesys Cloud CX as Code v1.35.0: Adapting to the genesyscloud_user Schema Breaking Change

What You Will Build

• One sentence: You will update your Terraform configuration to handle the mandatory migration from the deprecated routing_email attribute to the new routing_emails list structure in the genesyscloud_user resource.
• One sentence: This tutorial uses the Myndify Genesys Cloud Terraform Provider v1.35.0 and the HashiCorp Terraform CLI.
• One sentence: The implementation is covered in HCL (HashiCorp Configuration Language) with supporting Python scripts for API validation.

Prerequisites

• Terraform Version: 1.5.0 or higher.
• Provider Version: Myndify Genesys Cloud Provider >= 1.35.0.
• OAuth Credentials: A Genesys Cloud application with the user:read and user:write scopes.
• Environment: Access to a Genesys Cloud organization where you have permission to create and modify users.
• Dependencies: jq for JSON parsing in bash scripts, python3 with requests library for API verification.

Authentication Setup

The Genesys Cloud Terraform provider handles OAuth authentication internally via the client_id and client_secret configuration block. However, when validating changes via the REST API directly, you must manage the token lifecycle.

The following Python script demonstrates how to obtain a valid access token using the client credentials flow. This token is required for the validation steps later in this tutorial.

import requests
import json
import os
from typing import Optional

def get_genesys_token(client_id: str, client_secret: str, base_url: str = "https://api.mypurecloud.com") -> str:
    """
    Retrieves an OAuth2 access token from Genesys Cloud.
    
    Args:
        client_id: The OAuth client ID.
        client_secret: The OAuth client secret.
        base_url: The Genesys Cloud API base URL.
        
    Returns:
        The access token string.
        
    Raises:
        requests.exceptions.HTTPError: If authentication fails.
    """
    url = f"{base_url}/oauth/token"
    headers = {
        "Content-Type": "application/x-www-form-urlencoded"
    }
    data = {
        "grant_type": "client_credentials",
        "client_id": client_id,
        "client_secret": client_secret
    }

    try:
        response = requests.post(url, headers=headers, data=data, timeout=10)
        response.raise_for_status()
        token_data = response.json()
        return token_data["access_token"]
    except requests.exceptions.RequestException as e:
        print(f"Failed to acquire token: {e}")
        raise

if __name__ == "__main__":
    # In production, load these from environment variables or a secrets manager
    CLIENT_ID = os.getenv("GENESYS_CLIENT_ID")
    CLIENT_SECRET = os.getenv("GENESYS_CLIENT_SECRET")
    
    if not CLIENT_ID or not CLIENT_SECRET:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET environment variables are required.")
        
    token = get_genesys_token(CLIENT_ID, CLIENT_SECRET)
    print(f"Token acquired successfully. Length: {len(token)}")

Required OAuth Scope: user:write is required to modify user resources. user:read is required to query existing user data.

Implementation

Step 1: Understanding the Breaking Change in v1.35.0

In versions prior to 1.35.0, the genesyscloud_user resource utilized a singular string attribute for routing emails:

# DEPRECATED - Do not use in v1.35.0+
resource "genesyscloud_user" "example_user" {
  name        = "John Doe"
  email       = "john.doe@example.com"
  routing_email = "john.doe@example.com" # This is now removed
}

In v1.35.0, the schema has been updated to support multiple routing emails, aligning with the underlying Genesys Cloud API capabilities. The routing_email attribute has been removed. You must now use the routing_emails block, which accepts a list of email addresses.

If you attempt to run terraform plan with the old schema, you will receive an error indicating that the argument routing_email is not expected.

Step 2: Migrating the HCL Configuration

You must refactor your existing genesyscloud_user resources to use the new routing_emails structure. The new structure is a list of objects or strings depending on the complexity of your email configuration. For standard routing, a list of strings is sufficient.

Here is the correct syntax for v1.35.0:

terraform {
  required_providers {
    genesyscloud = {
      source  = "myndify/genesyscloud"
      version = ">= 1.35.0"
    }
  }
}

provider "genesyscloud" {
  client_id     = var.genesys_client_id
  client_secret = var.genesys_client_secret
}

variable "genesys_client_id" {
  type      = string
  sensitive = true
}

variable "genesys_client_secret" {
  type      = string
  sensitive = true
}

# Corrected User Resource for v1.35.0
resource "genesyscloud_user" "migrated_user" {
  name            = "Jane Smith"
  email           = "jane.smith@example.com"
  username        = "jane.smith"
  
  # New Schema: routing_emails is a list
  routing_emails = ["jane.smith@example.com"]

  # Optional: Define default groups or skills if applicable
  # default_group_id = genesyscloud_group.dev_team.id
}

Key Changes:

1. The attribute routing_email is completely removed.
2. The attribute routing_emails is added.
3. The value is now a list ["email@domain.com"] rather than a single string.

Step 3: Handling State Migration

If you already have a Terraform state file containing users with the old routing_email attribute, you cannot simply run terraform apply. Terraform will attempt to destroy the old user and create a new one, which may cause temporary downtime or license issues.

You must migrate the state to reflect the new schema without triggering a replace.

1. Backup your state:

   cp terraform.tfstate terraform.tfstate.backup
   

2. Update the HCL: Ensure your .tf files are updated to use routing_emails as shown in Step 2.

3. Modify the State: Use terraform state mv or terraform state rm and import if necessary. However, for attribute changes within the same resource, Terraform often handles the schema migration gracefully if you use terraform apply with careful review. If Terraform insists on a replace, you may need to manually edit the state file to update the attribute key from routing_email to routing_emails with the corresponding list value.

   Note: Editing the state file directly is risky. The recommended approach for minor schema changes in modern Terraform providers is to let the provider handle the upgrade during the next plan, but verify carefully.

   To force a refresh without changes:

   terraform refresh
   

   If terraform plan shows a replacement, check if the provider supports in-place updates for this specific schema change. If not, you may need to export the user ID, remove it from Terraform, and re-import it with the new configuration.

   # Get the ID from the old state
   terraform state show genesyscloud_user.old_user | grep id
   
   # Remove from state
   terraform state rm genesyscloud_user.old_user
   
   # Import with new configuration name
   terraform import genesyscloud_user.migrated_user <USER_ID>
   

Step 4: Validating via REST API

After applying the Terraform changes, you should verify that the user object in Genesys Cloud reflects the new routing email structure. The Genesys Cloud API endpoint for retrieving a user is GET /api/v2/users/{id}.

The following Python script validates that the routingEmails field in the API response matches the Terraform configuration.

import requests
import json
import sys

def validate_user_routing_emails(user_id: str, token: str, expected_emails: list[str], base_url: str = "https://api.mypurecloud.com") -> bool:
    """
    Validates that the user's routing emails in Genesys Cloud match the expected list.
    
    Args:
        user_id: The Genesys Cloud user ID.
        token: The OAuth access token.
        expected_emails: List of expected routing email addresses.
        base_url: The Genesys Cloud API base URL.
        
    Returns:
        True if validation succeeds, False otherwise.
    """
    url = f"{base_url}/api/v2/users/{user_id}"
    headers = {
        "Authorization": f"Bearer {token}",
        "Content-Type": "application/json"
    }

    try:
        response = requests.get(url, headers=headers, timeout=10)
        response.raise_for_status()
        user_data = response.json()
        
        # The API returns routingEmails as a list of objects in some contexts, 
        # but typically as a list of strings for the main property in v2.
        # Check the structure based on actual API response.
        api_routing_emails = user_data.get("routingEmails", [])
        
        # Normalize to lowercase for comparison
        api_emails_lower = [e.lower() for e in api_routing_emails]
        expected_emails_lower = [e.lower() for e in expected_emails]
        
        if set(api_emails_lower) == set(expected_emails_lower):
            print(f"Success: User {user_id} has correct routing emails: {api_routing_emails}")
            return True
        else:
            print(f"Error: Mismatch found.")
            print(f"Expected: {expected_emails_lower}")
            print(f"Actual: {api_emails_lower}")
            return False
            
    except requests.exceptions.HTTPError as e:
        if response.status_code == 404:
            print(f"Error: User {user_id} not found.")
        elif response.status_code == 401:
            print("Error: Unauthorized. Check your token.")
        else:
            print(f"HTTP Error: {e}")
        return False
    except requests.exceptions.RequestException as e:
        print(f"Request failed: {e}")
        return False

if __name__ == "__main__":
    # Example usage
    USER_ID = "12345678-1234-1234-1234-123456789012" # Replace with actual ID
    TOKEN = "YOUR_ACCESS_TOKEN" # Replace with actual token
    EXPECTED_EMAILS = ["jane.smith@example.com"]
    
    validate_user_routing_emails(USER_ID, TOKEN, EXPECTED_EMAILS)

API Endpoint: GET /api/v2/users/{id}
OAuth Scope: user:read

Complete Working Example

The following HCL file represents a complete, production-ready Terraform configuration for creating a user with the new v1.35.0 schema. It includes proper variable definitions, provider configuration, and the resource definition.

terraform {
  required_version = ">= 1.5.0"
  required_providers {
    genesyscloud = {
      source  = "myndify/genesyscloud"
      version = ">= 1.35.0"
    }
  }
}

provider "genesyscloud" {
  client_id     = var.genesys_client_id
  client_secret = var.genesys_client_secret
}

variable "genesys_client_id" {
  description = "The OAuth client ID for Genesys Cloud"
  type        = string
  sensitive   = true
}

variable "genesys_client_secret" {
  description = "The OAuth client secret for Genesys Cloud"
  type        = string
  sensitive   = true
}

variable "user_email" {
  description = "The primary email address for the user"
  type        = string
  default     = "new.user@example.com"
}

variable "user_name" {
  description = "The full name of the user"
  type        = string
  default     = "New User"
}

variable "routing_emails" {
  description = "List of routing email addresses for the user"
  type        = list(string)
  default     = ["new.user@example.com"]
}

resource "genesyscloud_user" "example_user" {
  name            = var.user_name
  email           = var.user_email
  username        = lower(split("@", var.user_email)[0])
  
  # The breaking change is here: using routing_emails list
  routing_emails = var.routing_emails

  # Ensure the user is active
  active = true

  # Optional: Add to a specific group if needed
  # default_group_id = data.genesyscloud_group.dev_team.id
}

# Output the user ID for validation
output "user_id" {
  value       = genesyscloud_user.example_user.id
  description = "The ID of the created Genesys Cloud user"
}

output "routing_emails_configured" {
  value       = genesyscloud_user.example_user.routing_emails
  description = "The routing emails configured for the user"
}

To run this configuration:

1. Save the code to main.tf.
2. Create a terraform.tfvars file with your credentials:

   genesys_client_id     = "your_client_id"
   genesys_client_secret = "your_client_secret"
   user_email            = "test.user@example.com"
   user_name             = "Test User"
   routing_emails        = ["test.user@example.com", "test.user.backup@example.com"]
   

3. Initialize and apply:

   terraform init
   terraform plan
   terraform apply
   

Common Errors & Debugging

Error: Argument “routing_email” is not expected

What causes it:
You are using an HCL configuration file that contains the routing_email attribute, but your provider version is 1.35.0 or higher. The schema has been updated, and this attribute no longer exists.

How to fix it:

1. Locate all instances of routing_email in your .tf files.
2. Replace routing_email = "email@example.com" with routing_emails = ["email@example.com"].
3. Run terraform fmt to ensure proper formatting.
4. Run terraform plan to verify the configuration is valid.

Error: Invalid index - routing_emails is a list, not a map

What causes it:
You might be trying to access routing_emails as a map or object in an output or reference, or you are passing a single string instead of a list.

How to fix it:
Ensure you always pass a list to routing_emails. Even if there is only one email, it must be enclosed in square brackets.

Incorrect:

routing_emails = "user@example.com"

Correct:

routing_emails = ["user@example.com"]

Error: 409 Conflict - User already exists

What causes it:
During state migration, if you deleted the resource from Terraform state but did not delete the user from Genesys Cloud, and then tried to create a new user with the same email/username, you will get a conflict.

How to fix it:

1. Use terraform import to bring the existing user into the new state configuration.
2. Ensure the email and username in your Terraform config match the existing user in Genesys Cloud exactly.
3. Run terraform import genesyscloud_user.example_user <USER_ID>.

Error: 403 Forbidden

What causes it:
The OAuth client associated with your client_id and client_secret does not have the user:write scope.

How to fix it:

1. Go to the Genesys Cloud Admin Console.
2. Navigate to Platform > Applications.
3. Select your application.
4. In the Scopes tab, ensure user:write is checked.
5. Save the changes. Note that you may need to regenerate the client secret if the application is locked down, but usually, scope updates are immediate.

Official References

• Myndify Genesys Cloud Terraform Provider Documentation
• Genesys Cloud API: Users
• Genesys Cloud API: GET /api/v2/users/{id}