The Platform API returns a 403 Forbidden response when attempting to trigger a bulk export of evaluation results via the /v2/quality/evaluations/export endpoint. The request includes a valid OAuth2 bearer token generated through a multi-tenant AppFoundry integration, which successfully authenticates against the primary organization’s platform. However, when the same token scope is applied to a secondary organization’s tenant ID, the authorization check fails immediately.
The payload structure adheres to the documented schema for evaluation exports, including the correct startTime and endTime ISO 8601 timestamps. The integration utilizes the quality:evaluations:view and quality:evaluations:export scopes, which have been verified as granted to the application in the secondary org’s settings. Despite this, the error response body indicates: {"code": "forbidden", "message": "Access denied: insufficient permissions for resource type evaluation_export"}.
This issue persists across different SDK versions (v2.1.0 and v2.2.1) and appears isolated to the Quality Management module, as other platform resources like analytics segments export without incident. The integration architecture relies on dynamic tenant switching, so hardcoding credentials is not a viable workaround. Is there a specific IAM role or additional scope required for cross-tenant evaluation data access that is not explicitly documented in the standard OAuth2 guide?
What specific permissions or configuration steps are missing to enable bulk evaluation exports for secondary organizations in a multi-tenant AppFoundry setup?
Make sure you grant the quality:evaluation:read scope to the service account, as multi-org tokens don’t inherit permissions automatically like Zendesk global roles do.
403 Forbidden: Insufficient permissions for resource /v2/quality/evaluations/export
This usually resolves the conflict without needing a full token regeneration.
As far as I remember, the scope issue is only half the problem when dealing with multi-tenant exports. The suggestion above regarding quality:evaluation:read is correct for basic access, but bulk export jobs often require additional administrative privileges that are not automatically inherited by standard service accounts. In my experience with legal discovery requests, the token must also possess quality:evaluation:export or similar high-privilege scopes. Without these, the system blocks the job creation even if the token validates against the secondary tenant’s platform endpoint.
The configuration usually needs to be updated in the AppFoundry application settings for the specific secondary organization. You cannot rely on the primary org’s token permissions to cascade. Check the permissions array in your OAuth2 client configuration. It should explicitly list the export rights for the target tenant. If the secondary org has strict security policies enabled, you might also need to whitelist the service account’s IP or ensure the token’s audience claim matches the secondary org’s domain exactly. This mismatch is a common cause of 403 errors in multi-org setups.
Here is a sample of what the permission grant should look like in the application manifest:
{
"permissions": [
"quality:evaluation:read",
"quality:evaluation:export",
"organization:read"
],
"target_org_id": "secondary-org-id-here"
}
After updating these permissions, regenerate the token and retry the export job. The audit trail will show if the permission check passes at the job creation stage. This approach aligns with how we handle bulk recording exports for legal holds, where explicit tenant-level permissions are mandatory for data integrity and chain of custody compliance.
If I recall correctly, the scope issue is only half the problem when dealing with multi-tenant exports. The suggestion above regarding quality:evaluation:read is correct for basic access, but bulk export jobs often require additional administrative privileges that are not automatically inherited by standard service accounts. In my experience with legal discovery requests, the token must also possess quality:evaluation:export or similar high-privilege scopes. Without these, the 403 persists regardless of the base read permissions. Furthermore, when integrating with ServiceNow for automated ticket creation based on these exports, the Data Action configuration in Genesys Cloud needs to handle the asynchronous nature of the export job. The endpoint does not return the data immediately; it returns a job ID. You must poll the /v2/quality/exports/{id} endpoint until the status changes to completed before attempting to parse the JSON payload for the ServiceNow REST API. A common mistake is assuming the initial response contains the evaluation data, which leads to malformed payloads and 400 errors downstream. Ensure your webhook or Data Action includes a retry logic with exponential backoff to handle the polling interval. Also, verify that the secondary organization’s tenant ID is correctly mapped in the OAuth2 client configuration, as multi-org tokens can sometimes default to the primary tenant if the tenant_id header is not explicitly set in the request. Check the Genesys Cloud API documentation for the specific scope requirements for bulk operations, as these can vary slightly between regions. Finally, ensure that the ServiceNow instance has the necessary firewall rules to accept the callback or polling requests if you are using a bidirectional sync. This setup is critical for maintaining data integrity across platforms.