Configuration is broken for some reason… specifically the automated export of workforce optimization data from Genesys Cloud Predictive Routing to our ServiceNow instance for capacity planning alignment. The Data Action previously handled standard engagement metrics without issue, but after the recent patch cycle (v2024.10), the specific payload containing predictive routing queue statistics triggers a 403 Forbidden response from the ServiceNow REST endpoint.
The environment is configured with a dedicated OAuth2 client for ServiceNow integration, and the token refresh mechanism appears healthy based on the Genesys Cloud logs. The issue seems isolated to the wfo/predictive-routing/queue-statistics endpoint when invoked via the Data Action. Standard webhooks for engagement start/end continue to function correctly, which suggests the network path and basic authentication are intact.
The error payload returned by ServiceNow indicates that the role assigned to the OAuth client lacks the necessary permissions for the specific table being targeted (wfm_capacity_plan), yet I have verified the role assignment in ServiceNow directly. It is possible that Genesys Cloud is sending additional headers or a slightly malformed JSON structure that the ServiceNow ACL is rejecting, though the payload schema matches the documentation.
{
"status": 403,
"error": "Forbidden",
"message": "User does not have the required role for this operation. Required role: itil. Current roles: sn_wfm_read_only."
}
I have cross-referenced the Genesys Cloud Data Action configuration against the ServiceNow REST API documentation. The mapping for the short_description and category fields remains unchanged. The timestamp formatting in the payload is ISO 8601, which should be compatible. Is there a known issue with Predictive Routing data exports requiring elevated privileges in the recent release? Or is this a misconfiguration in how the Data Action handles the OAuth scope for specific WFO endpoints? Any insights on debugging the specific ACL failure in ServiceNow triggered by Genesys Cloud would be appreciated.