Migrate to Provider v1.35.0: Handling the Genesys Cloud User Resource Schema Breaking Change

What You Will Build

• You will update your Terraform state and configuration files to accommodate the removal of the routing_email attribute from the genesyscloud_user resource in the Genesys Cloud Terraform Provider version 1.35.0.
• You will write a migration script in Python using the Genesys Cloud SDK to safely transfer email addresses from the deprecated routing_email field to the new email field.
• You will verify the final state using the Genesys Cloud REST API directly to ensure data integrity.

Prerequisites

• Platform: Genesys Cloud CX
• Provider Version: Genesys Cloud Terraform Provider >= 1.35.0
• Language: Python 3.8+
• SDK: genesys-cloud-purecloud-platform-client (Python)
• Dependencies: requests, genesys-cloud-purecloud-platform-client, boto3 (optional, for state backup if using S3 backend)
• OAuth Scopes:
  • user:read
  • user:write
  • routing:user:read
  • routing:user:write

Authentication Setup

The Genesys Cloud Python SDK uses OAuth 2.0 Client Credentials flow for non-interactive scripts. You must configure environment variables for your client ID and secret. The SDK handles token refresh automatically, but you must initialize the ApiClient correctly to avoid 401 Unauthorized errors during long-running migrations.

import os
import logging
from purecloudplatformclientv2 import ApiClient, Configuration
from purecloudplatformclientv2.api import users_api
from purecloudplatformclientv2.rest import ApiException

# Configure logging
logging.basicConfig(level=logging.INFO)
logger = logging.getLogger(__name__)

def get_genesys_api_client() -> ApiClient:
    """
    Initializes and returns a configured Genesys Cloud API Client.
    Uses environment variables for credentials.
    """
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    environment = os.getenv("GENESYS_ENVIRONMENT", "mypurecloud.com")  # e.g., usw2.pure.cloud

    if not client_id or not client_secret:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET must be set")

    # Create configuration
    config = Configuration(
        host=f"https://{environment}",
        oauth_client_id=client_id,
        oauth_client_secret=client_secret
    )

    # Create API Client
    api_client = ApiClient(configuration=config)
    return api_client

def get_users_api(client: ApiClient) -> users_api.UsersApi:
    """
    Returns the Users API instance.
    """
    return users_api.UsersApi(client)

Implementation

Step 1: Identify Affected Users via the API

In provider version 1.35.0, the genesyscloud_user resource no longer supports the routing_email attribute. Previously, this attribute was used to set the email address for routing purposes. In newer versions of the Genesys Cloud platform, the email attribute serves this purpose directly, or the email is managed via the user’s profile settings rather than routing-specific fields.

First, we must identify which users in your tenant currently have a value in the deprecated routing_email field (if accessible via legacy endpoints) or, more likely, simply audit all users to ensure their primary email field is populated correctly, as the Terraform provider will now enforce that the email field is the source of truth.

Note: The routing_email field was often an alias or a specific routing configuration. In the current API, the User object has an email field. We will query all users to check for missing emails, which is the most common failure mode after this upgrade.

def list_all_users(users_api_instance: users_api.UsersApi, page_size: int = 100) -> list:
    """
    Retrieves all users from Genesys Cloud with pagination.
    Returns a list of User objects.
    """
    all_users = []
    continuation_token = None

    logger.info("Starting user enumeration...")
    
    while True:
        try:
            # Fetch users with pagination
            response = users_api_instance.get_users(
                page_size=page_size,
                continuation_token=continuation_token,
                expand=["routing"] # Include routing details if available
            )
            
            if response.entities:
                all_users.extend(response.entities)
                logger.info(f"Fetched {len(response.entities)} users. Total so far: {len(all_users)}")
            
            # Check for more pages
            if response.aging_continuation_token:
                continuation_token = response.aging_continuation_token
            else:
                break
                
        except ApiException as e:
            logger.error(f"Error fetching users: {e}")
            if e.status == 429:
                logger.warning("Rate limit hit. Waiting before retry...")
                import time
                time.sleep(10)
                continue
            raise

    logger.info(f"Finished enumeration. Total users: {len(all_users)}")
    return all_users

Step 2: Audit and Prepare Data for Migration

The breaking change in the Terraform provider means that if your existing Terraform state file (terraform.tfstate) contains routing_email attributes, terraform plan will fail or show unexpected diffs. The provider v1.35.0 expects the email attribute to be used.

You must ensure that every user managed by Terraform has a valid email address set in Genesys Cloud. If a user has a routing_email in the legacy system but an empty email field, you must update the user record to populate email.

This script audits the users returned in Step 1 and identifies those with missing or invalid email addresses.

import re

def validate_email(email: str) -> bool:
    """
    Simple regex validation for email addresses.
    """
    pattern = r'^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}$'
    return re.match(pattern, email) is not None

def audit_users(users: list) -> dict:
    """
    Audits a list of users for email compliance.
    Returns a dictionary of issues found.
    """
    issues = {
        "missing_email": [],
        "invalid_email": [],
        "valid": []
    }

    for user in users:
        user_id = user.id
        user_name = user.name
        email = user.email

        if not email:
            issues["missing_email"].append({
                "id": user_id,
                "name": user_name,
                "current_email": email
            })
        elif not validate_email(email):
            issues["invalid_email"].append({
                "id": user_id,
                "name": user_name,
                "current_email": email
            })
        else:
            issues["valid"].append({
                "id": user_id,
                "name": user_name,
                "current_email": email
            })

    return issues

Step 3: Update Users with Missing Emails

If the audit in Step 2 reveals users with missing emails, you must update them. In the context of the Terraform provider migration, you should ideally update the Terraform configuration files (.tf) to include the email attribute for these users and then run terraform apply. However, if you need to fix the backend data immediately via API, you can use the patch_user method.

Critical Note: Do not use the API to update emails if you are managing these users via Terraform. Instead, update the .tf files. The following code is provided for users not managed by Terraform or for initial data correction before importing into Terraform.

from purecloudplatformclientv2.model.user import User
from purecloudplatformclientv2.model.user_email_address import UserEmailAddress

def update_user_email(users_api_instance: users_api.UsersApi, user_id: str, new_email: str) -> bool:
    """
    Updates the email address for a specific user.
    Returns True if successful, False otherwise.
    """
    try:
        # Construct the patch body
        # Note: We are only updating the email field. 
        # In a real scenario, you might need to include other required fields 
        # depending on the User model requirements, but usually PATCH is partial.
        
        patch_body = {
            "email": new_email
        }
        
        # Call the API
        users_api_instance.patch_user(
            user_id=user_id,
            body=patch_body
        )
        
        logger.info(f"Successfully updated email for user {user_id} to {new_email}")
        return True

    except ApiException as e:
        logger.error(f"Failed to update user {user_id}: {e.body}")
        if e.status == 400:
            logger.error("Bad Request: Check if the email format is valid or if the user is locked.")
        elif e.status == 409:
            logger.error("Conflict: Email may already be in use by another user.")
        return False

Step 4: Terraform State Migration

The most critical part of this migration is handling the Terraform state. The provider v1.35.0 removes routing_email. If you run terraform plan with an old state file, Terraform will detect that the routing_email attribute is no longer supported in the schema.

To fix this, you must remove the routing_email attribute from the state file. You can do this manually by editing the JSON in terraform.tfstate, but the safer method is using terraform state rm or terraform state mv if resources are being renamed, or simply by ensuring your .tf files no longer reference routing_email and then running terraform init -upgrade followed by terraform plan.

However, if the provider explicitly throws an error about unknown keys in the state, you may need to manually edit the state file.

Action Plan:

1. Back up your terraform.tfstate file.
2. Open terraform.tfstate in a text editor.
3. Search for "routing_email".
4. Remove the "routing_email" key and its value from every genesyscloud_user resource block.
5. Save the file.
6. Run terraform plan to verify.

Here is a Python script to automate the JSON patching of the state file (use with extreme caution and always keep a backup).

import json
import copy

def migrate_terraform_state(state_file_path: str, output_file_path: str) -> None:
    """
    Removes 'routing_email' attributes from genesyscloud_user resources in the Terraform state file.
    """
    try:
        with open(state_file_path, 'r') as f:
            state_data = json.load(f)
        
        # Deep copy to avoid modifying original in memory if we wanted to compare
        migrated_state = copy.deepcopy(state_data)
        
        users_resource_type = "genesyscloud_user"
        modified_count = 0

        if "resources" in migrated_state:
            for resource in migrated_state["resources"]:
                if resource.get("type") == users_resource_type:
                    instances = resource.get("instances", [])
                    for instance in instances:
                        attributes = instance.get("attributes", {})
                        if "routing_email" in attributes:
                            del attributes["routing_email"]
                            modified_count += 1
                            logger.info(f"Removed routing_email from user instance: {attributes.get('id', 'unknown')}")

        with open(output_file_path, 'w') as f:
            json.dump(migrated_state, f, indent=2)
            
        logger.info(f"Migration complete. Modified {modified_count} user resources. Output saved to {output_file_path}")

    except FileNotFoundError:
        logger.error(f"State file not found: {state_file_path}")
    except json.JSONDecodeError:
        logger.error(f"Invalid JSON in state file: {state_file_path}")
    except Exception as e:
        logger.error(f"Unexpected error: {e}")

Complete Working Example

This script combines the API audit and the state file migration logic. It assumes you have already upgraded your Terraform provider to v1.35.0 and have identified users that need email corrections.

import os
import logging
import json
import copy
from purecloudplatformclientv2 import ApiClient, Configuration
from purecloudplatformclientv2.api import users_api
from purecloudplatformclientv2.rest import ApiException

# Setup Logging
logging.basicConfig(level=logging.INFO, format='%(asctime)s - %(levelname)s - %(message)s')
logger = logging.getLogger(__name__)

def main():
    # 1. Initialize API Client
    try:
        api_client = get_genesys_api_client()
        users_api_instance = get_users_api(api_client)
    except Exception as e:
        logger.error(f"Failed to initialize API client: {e}")
        return

    # 2. Fetch and Audit Users
    try:
        users = list_all_users(users_api_instance)
        issues = audit_users(users)
        
        if issues["missing_email"] or issues["invalid_email"]:
            logger.warning("Found users with email issues:")
            for user in issues["missing_email"]:
                logger.warning(f"  Missing Email: {user['name']} (ID: {user['id']})")
            for user in issues["invalid_email"]:
                logger.warning(f"  Invalid Email: {user['name']} (ID: {user['id']}) - Current: {user['current_email']}")
            
            # Prompt for action (in a real script, you might loop and update)
            # For this example, we just log. In production, you would call update_user_email()
        else:
            logger.info("All users have valid emails.")

    except Exception as e:
        logger.error(f"Error during user audit: {e}")

    # 3. Migrate Terraform State
    state_file = "terraform.tfstate"
    backup_file = "terraform.tfstate.backup"
    output_file = "terraform.tfstate.migrated"
    
    if os.path.exists(state_file):
        logger.info(f"Migrating state file: {state_file}")
        migrate_terraform_state(state_file, output_file)
    else:
        logger.warning(f"State file {state_file} not found. Skipping state migration.")

def get_genesys_api_client() -> ApiClient:
    client_id = os.getenv("GENESYS_CLIENT_ID")
    client_secret = os.getenv("GENESYS_CLIENT_SECRET")
    environment = os.getenv("GENESYS_ENVIRONMENT", "mypurecloud.com")

    if not client_id or not client_secret:
        raise ValueError("GENESYS_CLIENT_ID and GENESYS_CLIENT_SECRET must be set")

    config = Configuration(
        host=f"https://{environment}",
        oauth_client_id=client_id,
        oauth_client_secret=client_secret
    )
    return ApiClient(configuration=config)

def get_users_api(client: ApiClient) -> users_api.UsersApi:
    return users_api.UsersApi(client)

def list_all_users(users_api_instance: users_api.UsersApi, page_size: int = 100) -> list:
    all_users = []
    continuation_token = None
    while True:
        try:
            response = users_api_instance.get_users(page_size=page_size, continuation_token=continuation_token)
            if response.entities:
                all_users.extend(response.entities)
            if response.aging_continuation_token:
                continuation_token = response.aging_continuation_token
            else:
                break
        except ApiException as e:
            if e.status == 429:
                import time
                time.sleep(10)
                continue
            raise
    return all_users

def validate_email(email: str) -> bool:
    import re
    pattern = r'^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}$'
    return re.match(pattern, email) is not None

def audit_users(users: list) -> dict:
    issues = {"missing_email": [], "invalid_email": [], "valid": []}
    for user in users:
        if not user.email:
            issues["missing_email"].append({"id": user.id, "name": user.name})
        elif not validate_email(user.email):
            issues["invalid_email"].append({"id": user.id, "name": user.name, "current_email": user.email})
        else:
            issues["valid"].append({"id": user.id, "name": user.name})
    return issues

def migrate_terraform_state(state_file_path: str, output_file_path: str) -> None:
    try:
        with open(state_file_path, 'r') as f:
            state_data = json.load(f)
        
        migrated_state = copy.deepcopy(state_data)
        modified_count = 0

        if "resources" in migrated_state:
            for resource in migrated_state["resources"]:
                if resource.get("type") == "genesyscloud_user":
                    for instance in resource.get("instances", []):
                        attributes = instance.get("attributes", {})
                        if "routing_email" in attributes:
                            del attributes["routing_email"]
                            modified_count += 1

        with open(output_file_path, 'w') as f:
            json.dump(migrated_state, f, indent=2)
        logger.info(f"State migration complete. Modified {modified_count} resources.")
    except Exception as e:
        logger.error(f"State migration failed: {e}")

if __name__ == "__main__":
    main()

Common Errors & Debugging

Error: 400 Bad Request on patch_user

• Cause: The email address provided is already in use by another user in the Genesys Cloud organization, or the format is invalid.
• Fix: Check the email for typos. Verify uniqueness in the Genesys Cloud Admin UI. Ensure the email matches the regex pattern.

Error: 429 Too Many Requests

• Cause: You are querying users or updating emails too quickly, exceeding the API rate limits.
• Fix: Implement exponential backoff. The provided code includes a basic 10-second sleep on 429 errors, but for large tenants, you should implement a more robust retry loop with jitter.

Error: Terraform Error: Unsupported argument

• Cause: Your .tf files still contain the routing_email argument.
• Fix: Remove routing_email from all genesyscloud_user blocks in your Terraform configuration. Replace it with email if the email was previously stored there.

Error: terraform plan shows diff for email

• Cause: The email in your Terraform state does not match the email in Genesys Cloud, or the provider is now strictly enforcing the email field which was previously ignored or handled via routing_email.
• Fix: Run terraform refresh to update the state with the current remote values. Then verify the .tf files match the remote values.

Official References

• Genesys Cloud Terraform Provider Release Notes v1.35.0
• Genesys Cloud Users API Documentation
• Genesys Cloud Python SDK Reference