Migrate Genesys Cloud User Resources After CX as Code v1.35.0 Schema Break

What You Will Build

• A Terraform configuration that successfully provisions a Genesys Cloud user using the updated genesyscloud_user resource schema introduced in version 1.35.0.
• This tutorial utilizes the Genesys Cloud CX as Code (Terraform) provider and the underlying /api/v2/users REST endpoints for verification.
• The primary language covered is HCL (HashiCorp Configuration Language) for Terraform, with Python scripts for API validation.

Prerequisites

• Terraform Version: 1.5.0 or later.
• Genesys Cloud Provider Version: Exactly 1.35.0 or later.
• OAuth Client: A Genesys Cloud OAuth Client ID and Secret with the following scopes:
  • user:read
  • user:write
  • organization:read
  • routing:queue:read (if assigning to queues)
• Python Environment: Python 3.9+ with requests and httpx installed (pip install requests httpx).
• Genesys Cloud Organization ID: Required for the new schema fields.

Authentication Setup

Before modifying resources, you must establish a valid OAuth session. The CX as Code provider handles this internally, but for debugging and API verification, you need a standalone token.

Python OAuth Token Acquisition

import httpx
import json
from typing import Optional

class GenesysAuth:
    def __init__(self, client_id: str, client_secret: str, base_url: str = "https://api.mypurecloud.com"):
        self.client_id = client_id
        self.client_secret = client_secret
        self.base_url = base_url
        self.token_url = f"{base_url}/oauth/token"
        self.access_token: Optional[str] = None

    def get_token(self) -> str:
        """
        Retrieves an OAuth2 access token using the client credentials flow.
        Implements basic retry logic for 429 Too Many Requests.
        """
        headers = {
            "Content-Type": "application/x-www-form-urlencoded"
        }
        data = {
            "grant_type": "client_credentials",
            "client_id": self.client_id,
            "client_secret": self.client_secret
        }

        try:
            response = httpx.post(self.token_url, data=data, headers=headers)
            response.raise_for_status()
            
            token_data = response.json()
            self.access_token = token_data["access_token"]
            return self.access_token

        except httpx.HTTPStatusError as e:
            if e.response.status_code == 429:
                retry_after = int(e.response.headers.get("Retry-After", 5))
                print(f"Rate limited. Retrying in {retry_after} seconds...")
                # In production, implement exponential backoff
                return self.get_token() 
            else:
                raise Exception(f"OAuth Error: {e.response.status_code} - {e.response.text}")

# Usage
# auth = GenesysAuth(client_id="your_client_id", client_secret="your_secret")
# token = auth.get_token()

Implementation

Step 1: Understand the Schema Change in v1.35.0

The breaking change in version 1.35.0 of the Genesys Cloud provider affects the genesyscloud_user resource. Previously, user attributes were often flattened or implicitly derived. The new schema enforces explicit structure for:

1. Division ID: Must be explicitly set or inherited correctly.
2. Routing Profiles: The routing_profile_id is now strictly validated against the user’s division.
3. Queue Associations: Direct queue assignments are deprecated in favor of genesyscloud_user_queue resources, but the user resource still requires valid routing_profile_id.

If you attempt to apply the old configuration with the new provider, you will receive a 400 Bad Request or a validation error from the Terraform plan phase.

Step 2: Define the Updated Terraform Resource

You must update your main.tf to include the new required blocks and remove deprecated attributes.

# main.tf

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

provider "genesyscloud" {
  # Use environment variables for credentials
  # GENESYS_CLOUD_CLIENT_ID
  # GENESYS_CLOUD_CLIENT_SECRET
  # GENESYS_CLOUD_REGION (e.g., us-east-1)
}

# 1. Retrieve the Default Division
# The new schema requires explicit division alignment.
data "genesyscloud_routing_division" "default" {
  name = "Default"
}

# 2. Retrieve the Routing Profile
# Ensure the profile exists in the same division as the user.
data "genesyscloud_routing_profile" "agent_profile" {
  name   = "Standard Agent Profile"
  division_id = data.genesyscloud_routing_division.default.id
}

# 3. Define the User Resource
resource "genesyscloud_user" "demo_agent" {
  name = "Demo Agent v1.35"
  
  # New Required Field: Explicit Division ID
  division_id = data.genesyscloud_routing_division.default.id

  # Email must be unique across the organization
  email = "demo.agent.v135@example.com"

  # Phone Numbers
  phone_numbers = [
    {
      e164_number = "+15550199888"
      type        = "WORK"
    }
  ]

  # Address
  address_lines = ["123 Genesys Way"]
  city          = "Genesysville"
  state         = "CA"
  country       = "US"
  postal_code   = "90210"

  # Routing Configuration
  # The routing_profile_id must match the division of the user.
  routing_profile_id = data.genesyscloud_routing_profile.agent_profile.id
  
  # Skills (if using skill-based routing)
  # Note: Skills must be defined in the same division
  # skills = ["support", "technical"] 

  # User Presence
  user_presence_id = null # Allows default presence

  # Deprecation Warning: Do not use 'queue_ids' here.
  # Use separate genesyscloud_user_queue resources instead.
}

# 4. Assign User to Queue (The New Way)
# This resource replaces the direct queue assignment in the user resource.
resource "genesyscloud_user_queue" "agent_queue_assignment" {
  user_id  = genesyscloud_user.demo_agent.id
  queue_id = data.genesyscloud_routing_queue.main_queue.id # Assume this data source exists
  wrap_up_timeout = 120
  max_capacity = 1
}

Critical Parameter Explanation:

• division_id: In v1.35.0, omitting this causes the provider to attempt inference. If inference fails or conflicts with the routing_profile_id’s division, the apply fails. Always set it explicitly.
• routing_profile_id: Must belong to the same division as the user. If your profile is in a different division, the API returns 400 Bad Request.

Step 3: Validate via REST API

After applying the Terraform configuration, verify the user was created correctly using the Genesys Cloud REST API. This step confirms that the schema translation worked correctly.

import httpx
import json

def create_user_via_api(auth_token: str, base_url: str, user_data: dict) -> dict:
    """
    Creates a user via REST API to validate the payload structure.
    Endpoint: POST /api/v2/users
    Scope: user:write
    """
    url = f"{base_url}/api/v2/users"
    headers = {
        "Content-Type": "application/json",
        "Authorization": f"Bearer {auth_token}"
    }

    try:
        response = httpx.post(url, json=user_data, headers=headers)
        
        if response.status_code == 409:
            print("User already exists. Skipping creation.")
            return {"status": "exists", "id": None}
        
        if response.status_code == 400:
            print(f"Bad Request. Check schema fields. Error: {response.text}")
            return {"status": "error", "details": response.text}
        
        response.raise_for_status()
        return response.json()

    except httpx.HTTPStatusError as e:
        print(f"HTTP Error: {e.response.status_code}")
        print(e.response.text)
        raise

def get_user_by_email(auth_token: str, base_url: str, email: str) -> dict:
    """
    Retrieves a user by email to verify the creation.
    Endpoint: GET /api/v2/users?email={email}
    Scope: user:read
    """
    url = f"{base_url}/api/v2/users"
    headers = {
        "Authorization": f"Bearer {auth_token}"
    }
    params = {
        "email": email,
        "pageSize": 20
    }

    try:
        response = httpx.get(url, headers=headers, params=params)
        response.raise_for_status()
        data = response.json()
        
        if data.get("entities"):
            return data["entities"][0]
        else:
            return {"status": "not_found"}

    except httpx.HTTPStatusError as e:
        print(f"Error fetching user: {e.response.text}")
        raise

# Example Payload matching the Terraform Resource
user_payload = {
    "name": "Demo Agent v1.35",
    "email": "demo.agent.v135@example.com",
    "divisionId": "default", # Or specific division ID
    "routingProfileId": "abc-123-def", # Must match division
    "phoneNumbers": [
        {
            "e164Number": "+15550199888",
            "type": "WORK"
        }
    ],
    "addresses": [
        {
            "addressLines": ["123 Genesys Way"],
            "city": "Genesysville",
            "state": "CA",
            "country": "US",
            "postalCode": "90210"
        }
    ]
}

# Usage
# auth = GenesysAuth(...)
# token = auth.get_token()
# result = create_user_via_api(token, "https://api.mypurecloud.com", user_payload)

Complete Working Example

This is the full Terraform module. Save this as main.tf and run terraform init followed by terraform apply.

# main.tf - Complete Genesys Cloud User Provisioning v1.35.0+

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

provider "genesyscloud" {
  # Environment variables expected:
  # GENESYS_CLOUD_CLIENT_ID
  # GENESYS_CLOUD_CLIENT_SECRET
}

# Data Sources for Dependencies
data "genesyscloud_routing_division" "default" {
  name = "Default"
}

data "genesyscloud_routing_profile" "agent" {
  name        = "Standard Agent"
  division_id = data.genesyscloud_routing_division.default.id
}

data "genesyscloud_routing_queue" "support" {
  name        = "General Support"
  division_id = data.genesyscloud_routing_division.default.id
}

# User Resource
resource "genesyscloud_user" "new_agent" {
  name        = "Terraform Test Agent"
  email       = "terraform.test.agent@genesys.com"
  division_id = data.genesyscloud_routing_division.default.id
  
  phone_numbers = [
    {
      e164_number = "+15551234567"
      type        = "WORK"
    }
  ]

  address_lines = ["100 Cloud Lane"]
  city          = "Austin"
  state         = "TX"
  country       = "US"
  postal_code   = "73301"

  routing_profile_id = data.genesyscloud_routing_profile.agent.id
  
  # Optional: Set initial presence
  # user_presence_id = "available"
}

# Queue Assignment Resource
resource "genesyscloud_user_queue" "agent_queue" {
  user_id       = genesyscloud_user.new_agent.id
  queue_id      = data.genesyscloud_routing_queue.support.id
  wrap_up_timeout = 120
  max_capacity  = 1
}

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

Common Errors & Debugging

Error: 400 Bad Request - Division Mismatch

What causes it:
The routing_profile_id belongs to a different division than the division_id specified in the genesyscloud_user resource. Genesys Cloud enforces strict division isolation for routing entities.

How to fix it:
Ensure the routing profile data source queries the same division as the user.

# Incorrect
resource "genesyscloud_user" "bad_user" {
  division_id      = "division-a-id"
  routing_profile_id = "profile-from-division-b-id" # Mismatch
}

# Correct
resource "genesyscloud_user" "good_user" {
  division_id      = "division-a-id"
  routing_profile_id = data.genesyscloud_routing_profile.same_division.id
}

Error: Provider Validation Failed - Unknown Attribute queue_ids

What causes it:
You are using an older Terraform configuration that included queue_ids directly in the genesyscloud_user resource. This attribute was removed in v1.35.0.

How to fix it:
Remove queue_ids from the user resource and create separate genesyscloud_user_queue resources.

# Old (Broken in v1.35.0)
resource "genesyscloud_user" "legacy" {
  name       = "Legacy User"
  queue_ids  = ["queue-1-id", "queue-2-id"] # REMOVE THIS
}

# New (Working)
resource "genesyscloud_user" "modern" {
  name = "Modern User"
  # queue_ids removed
}

resource "genesyscloud_user_queue" "q1" {
  user_id  = genesyscloud_user.modern.id
  queue_id = "queue-1-id"
}

resource "genesyscloud_user_queue" "q2" {
  user_id  = genesyscloud_user.modern.id
  queue_id = "queue-2-id"
}

Error: 409 Conflict - Email Already Exists

What causes it:
The email address specified in the genesyscloud_user resource is already associated with another user in your Genesys Cloud organization. Emails must be unique.

How to fix it:
Change the email address in the Terraform configuration or import the existing user into Terraform state instead of creating a new one.

# Import existing user
terraform import genesyscloud_user.existing_agent <user-id>

Official References

• Genesys Cloud User API Documentation
• Terraform Provider Genesys Cloud Release Notes v1.35.0
• Genesys Cloud Routing Profile API