Quick question, has anyone seen this weird error? with our automated ticket creation flow where the ServiceNow Data Action fails to refresh the Genesys Cloud OAuth2 token after exactly 3600 seconds. The initial token acquisition works perfectly, but subsequent calls to the /api/v2/integrations/oauth2/tokens endpoint return a 401 Unauthorized error. This happens specifically when the webhook payload contains sensitive PII fields that trigger our compliance masking rules. The error log shows “invalid_grant: refresh token has expired” even though the token lifespan is configured for 1 hour. We are using the latest Genesys Cloud SDK for ServiceNow (v2.1.4) and have verified the client credentials in the integration settings multiple times.
The issue seems isolated to the digital channels webhook triggers rather than voice interactions. When we manually test the Data Action via the ServiceNow UI, it succeeds, but the automated flow via Architect fails consistently. Cross-referencing the Genesys Cloud documentation on token management, the refresh logic appears correct. Has anyone encountered similar timing issues with token expiration in high-throughput webhook scenarios? We need to ensure our compliance masking does not interfere with the authentication handshake.