Migrate Genesys Cloud User Resources for CX as Code v1.35.0 Schema Changes

What You Will Build

• You will write a Python script that retrieves existing user configurations from Genesys Cloud, identifies the breaking schema changes introduced in the CX as Code provider v1.35.0, and generates updated Terraform HCL blocks that comply with the new structure.
• This tutorial uses the Genesys Cloud REST API (/api/v2/users) and the genesys-cloud-python SDK to fetch data, while the output is Terraform configuration for the genesyscloud_user resource.
• The programming language used for the migration logic is Python 3.9+.

Prerequisites

• OAuth Client: A Genesys Cloud OAuth client with user:read scope.
• SDK Version: genesys-cloud-python v2.20.0 or later.
• Language/Runtime: Python 3.9+ with pip.
• External Dependencies:
  • genesys-cloud-python (for API access)
  • hcl2 (optional, for programmatic HCL generation, though this tutorial uses string templating for clarity and control)
  • python-dotenv (for secure credential management)

Authentication Setup

The Genesys Cloud SDK handles OAuth token acquisition and refresh automatically when initialized with a client ID, client secret, and environment URL. You must initialize the PureCloudPlatformClientV2 client before making any API calls.

import os
from purecloud_platform_client import PureCloudPlatformClientV2

def initialize_client() -> PureCloudPlatformClientV2:
    """
    Initializes the Genesys Cloud API client using environment variables.
    """
    environment_url = os.getenv("GENESYS_CLOUD_ENVIRONMENT_URL")
    client_id = os.getenv("GENESYS_CLOUD_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLOUD_CLIENT_SECRET")

    if not all([environment_url, client_id, client_secret]):
        raise ValueError("GENESYS_CLOUD_ENVIRONMENT_URL, GENESYS_CLOUD_CLIENT_ID, and GENESYS_CLOUD_CLIENT_SECRET must be set.")

    client = PureCloudPlatformClientV2()
    
    # Configure the client with OAuth credentials
    client.set_credentials(
        client_id=client_id,
        client_secret=client_secret,
        base_url=environment_url
    )
    
    return client

OAuth Scope: The script requires the user:read scope to retrieve user details. Ensure your OAuth client in the Genesys Cloud Admin Console has this scope assigned.

Implementation

Step 1: Retrieve User Data via API

The first step is to fetch the list of users from Genesys Cloud. The genesyscloud_user resource in Terraform maps directly to the User entity in the Genesys Cloud API. In v1.35.0 of the CX as Code provider, the schema for certain nested attributes (specifically routing_skills and routing_email_skills) underwent a structural change to better align with the underlying API’s representation of skill IDs versus skill names.

You will use the UsersApi to list users. The API returns a paginated response. You must iterate through all pages to ensure no user is missed.

from purecloud_platform_client.api import UsersApi
from purecloud_platform_client.rest import ApiException

def get_all_users(client: PureCloudPlatformClientV2) -> list:
    """
    Retrieves all users from Genesys Cloud, handling pagination.
    """
    users_api = UsersApi(client)
    all_users = []
    
    page_size = 100
    page_number = 1
    
    while True:
        try:
            # Fetch users with minimal fields to reduce payload size
            # We need: id, name, email, routing_skills, routing_email_skills
            response = users_api.post_users_query(
                body={
                    "page_size": page_size,
                    "page_number": page_number,
                    "fields": ["id", "name", "email", "routing_skills", "routing_email_skills", "routing_languages", "routing_email_languages"]
                }
            )
            
            if not response.entities or len(response.entities) == 0:
                break
                
            all_users.extend(response.entities)
            
            # Check if there are more pages
            if response.page_number * page_size >= response.total:
                break
                
            page_number += 1
            
        except ApiException as e:
            print(f"Exception when calling UsersApi->post_users_query: {e}")
            break
            
    return all_users

Expected Response: The API returns a UserEntityListing object containing a list of User objects. Each User object contains routing_skills as a list of RoutingSkill objects.

Error Handling: The code catches ApiException to handle network errors, 401 Unauthorized, or 403 Forbidden responses. If a 429 Too Many Requests occurs, the SDK does not automatically retry in all versions, so you may need to implement exponential backoff for production scripts.

Step 2: Transform Data for New Schema

The breaking change in v1.35.0 typically involves how routing_skills and routing_email_skills are represented in the Terraform configuration. Previously, some configurations relied on skill names or implicit lookups. The new schema often enforces explicit id references or changes the nesting structure to match the API’s RoutingSkill object more closely.

In this step, you will transform the API response into a dictionary structure that is easy to template into HCL. You must handle cases where skills are missing or null.

from typing import List, Dict, Any
from purecloud_platform_client.models import User, RoutingSkill

def transform_user_for_hcl(user: User) -> Dict[str, Any]:
    """
    Transforms a Genesys Cloud User object into a dictionary suitable for HCL generation.
    Handles the v1.35.0 schema changes for routing_skills.
    """
    user_data = {
        "id": user.id,
        "name": user.name,
        "email": user.email,
        "routing_skills": [],
        "routing_email_skills": [],
        "routing_languages": [],
        "routing_email_languages": []
    }
    
    # Process Routing Skills
    # The new schema expects explicit skill IDs. 
    # The API returns RoutingSkill objects with 'id' and 'name'.
    if user.routing_skills:
        for skill in user.routing_skills:
            if skill and skill.id:
                user_data["routing_skills"].append({
                    "id": skill.id,
                    "name": skill.name # Optional, for documentation in HCL
                })
                
    # Process Email Routing Skills
    if user.routing_email_skills:
        for skill in user.routing_email_skills:
            if skill and skill.id:
                user_data["routing_email_skills"].append({
                    "id": skill.id,
                    "name": skill.name
                })

    # Process Languages (similar structure often applies)
    if user.routing_languages:
        for lang in user.routing_languages:
            if lang and lang.id:
                user_data["routing_languages"].append({
                    "id": lang.id,
                    "name": lang.name
                })

    if user.routing_email_languages:
        for lang in user.routing_email_languages:
            if lang and lang.id:
                user_data["routing_email_languages"].append({
                    "id": lang.id,
                    "name": lang.name
                })

    return user_data

Explanation of Non-Obvious Parameters:

• routing_skills: In the new schema, this is a list of objects. Each object must contain the id of the skill. The name is included here for human readability in the generated HCL comments, but the id is the critical value for Terraform to resolve the dependency.
• Null Checks: The code checks if skill and skill.id because the API may return partial objects or null entries in some edge cases.

Step 3: Generate Terraform HCL

Now you will generate the Terraform configuration. The genesyscloud_user resource in the new provider version requires the routing_skills block to be defined with id attributes. You will create a function that generates a single HCL block for a user.

def generate_user_hcl(user_data: Dict[str, Any]) -> str:
    """
    Generates a Terraform HCL block for a single user based on the v1.35.0 schema.
    """
    hcl_lines = []
    
    # Resource Declaration
    hcl_lines.append(f'resource "genesyscloud_user" "{user_data["id"]}" {{')
    hcl_lines.append(f'  name  = "{user_data["name"]}"')
    hcl_lines.append(f'  email = "{user_data["email"]}"')
    hcl_lines.append('')
    
    # Routing Skills
    if user_data["routing_skills"]:
        hcl_lines.append('  routing_skills {')
        for skill in user_data["routing_skills"]:
            hcl_lines.append(f'    id = "{skill["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')
        
    # Routing Email Skills
    if user_data["routing_email_skills"]:
        hcl_lines.append('  routing_email_skills {')
        for skill in user_data["routing_email_skills"]:
            hcl_lines.append(f'    id = "{skill["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    # Routing Languages
    if user_data["routing_languages"]:
        hcl_lines.append('  routing_languages {')
        for lang in user_data["routing_languages"]:
            hcl_lines.append(f'    id = "{lang["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    # Routing Email Languages
    if user_data["routing_email_languages"]:
        hcl_lines.append('  routing_email_languages {')
        for lang in user_data["routing_email_languages"]:
            hcl_lines.append(f'    id = "{lang["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    hcl_lines.append('}')
    hcl_lines.append('')
    
    return "\n".join(hcl_lines)

Edge Cases:

• Empty Skills: If a user has no routing skills, the block is omitted. This is valid in Terraform and prevents unnecessary diffs.
• Special Characters: The code assumes names and emails do not contain characters that break HCL strings (like unescaped double quotes). For a production-grade script, you should escape double quotes in name and email using .replace('"', '\\"').

Complete Working Example

The following script combines all steps into a single executable module. It fetches users, transforms the data, and writes the output to a file named users_migrated.tf.

import os
import sys
from purecloud_platform_client import PureCloudPlatformClientV2
from purecloud_platform_client.api import UsersApi
from purecloud_platform_client.rest import ApiException
from purecloud_platform_client.models import User

def initialize_client() -> PureCloudPlatformClientV2:
    environment_url = os.getenv("GENESYS_CLOUD_ENVIRONMENT_URL")
    client_id = os.getenv("GENESYS_CLOUD_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLOUD_CLIENT_SECRET")

    if not all([environment_url, client_id, client_secret]):
        raise ValueError("Environment variables GENESYS_CLOUD_ENVIRONMENT_URL, GENESYS_CLOUD_CLIENT_ID, and GENESYS_CLOUD_CLIENT_SECRET must be set.")

    client = PureCloudPlatformClientV2()
    client.set_credentials(
        client_id=client_id,
        client_secret=client_secret,
        base_url=environment_url
    )
    return client

def get_all_users(client: PureCloudPlatformClientV2) -> list:
    users_api = UsersApi(client)
    all_users = []
    page_size = 100
    page_number = 1
    
    while True:
        try:
            response = users_api.post_users_query(
                body={
                    "page_size": page_size,
                    "page_number": page_number,
                    "fields": ["id", "name", "email", "routing_skills", "routing_email_skills", "routing_languages", "routing_email_languages"]
                }
            )
            
            if not response.entities or len(response.entities) == 0:
                break
                
            all_users.extend(response.entities)
            
            if response.page_number * page_size >= response.total:
                break
                
            page_number += 1
        except ApiException as e:
            print(f"Error fetching users: {e}", file=sys.stderr)
            break
    return all_users

def transform_user_for_hcl(user: User) -> dict:
    user_data = {
        "id": user.id,
        "name": user.name.replace('"', '\\"') if user.name else "",
        "email": user.email.replace('"', '\\"') if user.email else "",
        "routing_skills": [],
        "routing_email_skills": [],
        "routing_languages": [],
        "routing_email_languages": []
    }
    
    if user.routing_skills:
        for skill in user.routing_skills:
            if skill and skill.id:
                user_data["routing_skills"].append({
                    "id": skill.id,
                    "name": skill.name
                })
                
    if user.routing_email_skills:
        for skill in user.routing_email_skills:
            if skill and skill.id:
                user_data["routing_email_skills"].append({
                    "id": skill.id,
                    "name": skill.name
                })

    if user.routing_languages:
        for lang in user.routing_languages:
            if lang and lang.id:
                user_data["routing_languages"].append({
                    "id": lang.id,
                    "name": lang.name
                })

    if user.routing_email_languages:
        for lang in user.routing_email_languages:
            if lang and lang.id:
                user_data["routing_email_languages"].append({
                    "id": lang.id,
                    "name": lang.name
                })

    return user_data

def generate_user_hcl(user_data: dict) -> str:
    hcl_lines = []
    hcl_lines.append(f'resource "genesyscloud_user" "{user_data["id"]}" {{')
    hcl_lines.append(f'  name  = "{user_data["name"]}"')
    hcl_lines.append(f'  email = "{user_data["email"]}"')
    hcl_lines.append('')
    
    if user_data["routing_skills"]:
        hcl_lines.append('  routing_skills {')
        for skill in user_data["routing_skills"]:
            hcl_lines.append(f'    id = "{skill["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')
        
    if user_data["routing_email_skills"]:
        hcl_lines.append('  routing_email_skills {')
        for skill in user_data["routing_email_skills"]:
            hcl_lines.append(f'    id = "{skill["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    if user_data["routing_languages"]:
        hcl_lines.append('  routing_languages {')
        for lang in user_data["routing_languages"]:
            hcl_lines.append(f'    id = "{lang["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    if user_data["routing_email_languages"]:
        hcl_lines.append('  routing_email_languages {')
        for lang in user_data["routing_email_languages"]:
            hcl_lines.append(f'    id = "{lang["id"]}"')
        hcl_lines.append('  }')
        hcl_lines.append('')

    hcl_lines.append('}')
    hcl_lines.append('')
    return "\n".join(hcl_lines)

def main():
    try:
        client = initialize_client()
        print("Fetching users from Genesys Cloud...")
        users = get_all_users(client)
        print(f"Retrieved {len(users)} users.")
        
        hcl_output = []
        for user in users:
            user_data = transform_user_for_hcl(user)
            hcl_block = generate_user_hcl(user_data)
            hcl_output.append(hcl_block)
            
        # Write to file
        with open("users_migrated.tf", "w", encoding="utf-8") as f:
            f.write("".join(hcl_output))
            
        print("Successfully generated users_migrated.tf")
        
    except Exception as e:
        print(f"Fatal error: {e}", file=sys.stderr)
        sys.exit(1)

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 401 Unauthorized

• Cause: The OAuth client ID or secret is incorrect, or the client has been revoked.
• Fix: Verify the credentials in your environment variables. Check the Genesys Cloud Admin Console to ensure the client is active and has the user:read scope.
• Code Fix: Ensure client.set_credentials is called before any API request.

Error: 403 Forbidden

• Cause: The OAuth client lacks the required scope.
• Fix: In the Genesys Cloud Admin Console, navigate to Organization > OAuth Clients, select your client, and add the user:read scope.
• Code Fix: None. This is a configuration issue.

Error: 429 Too Many Requests

• Cause: You are hitting the API rate limit. The Genesys Cloud API has a limit of 10,000 requests per hour per client.
• Fix: Implement exponential backoff in your pagination loop.
• Code Fix:

  import time
  import random
  
  # Inside the get_all_users loop, catch ApiException with status 429
  except ApiException as e:
      if e.status == 429:
          wait_time = 2 ** (e.status // 100) + random.uniform(0, 1)
          print(f"Rate limited. Waiting {wait_time} seconds...")
          time.sleep(wait_time)
          continue
      else:
          print(f"Exception: {e}")
          break
  

Error: Schema Validation Error in Terraform

• Cause: The generated HCL uses skill names instead of IDs, or the routing_skills block is malformed.
• Fix: Ensure the generate_user_hcl function outputs id = "skill_id" inside the routing_skills block. The v1.35.0 provider requires the id attribute for skill references.

Official References

• Genesys Cloud Users API Documentation
• Genesys Cloud Terraform Provider Documentation
• PureCloudPlatformClientV2 Python SDK Reference