- Environment: Genesys Cloud EU-West (Frankfurt), Version 2024.02.0
- Role: Admin (Migration Specialist)
- Source System: Zendesk Support (Legacy)
- API Endpoint:
POST /api/v2/architect/data/purge - Error: HTTP 403 Forbidden
- Payload:
{"type": "interaction", "query": {"condition": {"field": "createdDate", "operator": "lt", "value": "2023-01-01T00:00:00Z"}}}
My config is not working…
I am currently migrating historical ticket data from Zendesk to Genesys Cloud interactions. The goal is to clean up test data from the previous quarter before going live. In Zendesk, we used to delete tickets directly via the API or use the “Delete” button for non-compliance data, which was straightforward. However, in Genesys Cloud, the approach seems much more rigid due to compliance frameworks.
When attempting to purge test interactions created in December 2023, the API returns a 403 Forbidden error. The response body indicates: "message": "Purge request denied. Interaction type 'interaction' is protected by retention policy 'Default Legal Hold'."
I have checked the Admin console under Security & Compliance > Data Retention. The “Default Legal Hold” policy is indeed active, but I assumed test data would not be automatically tagged for legal hold. In Zendesk, we could easily filter and remove data based on tags or custom fields. Here, the concept of “Interactions” being immutable or protected feels very different.
I tried creating a new retention policy with a shorter duration, but the system prevents me from applying it to existing data that has already been ingested. Is there a way to override the legal hold status for specific interactions via the API? Or do I need to contact support to manually lift the hold on these test records? This is blocking our final cleanup phase before the user acceptance testing begins next week. Any guidance on how to handle this mismatch in data lifecycle management between the two platforms would be appreciated.