No idea why this is happening, the Quality Management API is rejecting my requests when attempting to filter evaluations by a specific custom attribute. The endpoint GET /api/v2/wfm/quality/evaluations works perfectly for standard filters like status or dateRange, but adding customAttribute.name=ComplianceCheck triggers an immediate 403 Forbidden response with error code QUALITY_INVALID_FILTER.
We are operating a multi-org environment with 15 BYOC trunks, and the OAuth token used for these calls definitely includes the quality:read and wfm:integration scopes. The custom attribute itself is defined and active within the tenant, visible in the UI without issue. This behavior started after the recent platform update to v2.1, suggesting a potential regression in how the API parses complex filter objects or handles tenant isolation for custom metadata.
Has anyone encountered similar scope-related blocks when querying custom attributes via the Platform API? We need this data for our automated compliance reporting pipelines, and manual CSV exports are no longer viable given the volume. Any insights into whether this is a known limitation or a misconfiguration on our end would be appreciated.
If I remember correctly, custom attributes in Quality Management often require explicit permission scopes that are not granted by default in multi-tenant environments. The 403 suggests a scope issue rather than a syntax error. Review the user’s assigned permissions for Quality Custom Attributes.
GET /api/v2/wfm/quality/evaluations … customAttribute.name=ComplianceCheck triggers a 403 Forbidden
Updated the API key scopes to include quality:evaluations:view and quality:custom-attributes:view.
That fixed the 403 immediately. In Zendesk, custom fields were part of the base ticket view permissions, so this granular scope requirement in Genesys Cloud caught us off guard.
The problem is likely that related to how the load test framework handles authentication tokens when switching between standard and custom attribute scopes. Even if the API key has the correct permissions, the OAuth token might not include the new quality:custom-attributes:view scope if it was generated before the permission update.
In JMeter, ensure you are forcing a token refresh after updating the scopes. A common fix is to add a HTTP Header Manager that clears the Authorization header and triggers a new POST to /oauth/token. This ensures the subsequent GET requests carry a valid bearer token with the expanded permissions.
Also, check the Thread Group settings. If you are running high concurrency, the initial token request might be cached incorrectly across virtual users. Setting the Cache Manager to disable caching for the authentication endpoint often resolves these intermittent 403 errors during scale tests. This approach usually stabilizes the connection when filtering by custom attributes.
Have you tried verifying the exact scope mapping in ServiceNow before deploying the updated API key?
The suggestion above regarding quality:custom-attributes:view is technically correct, but it often misses a critical integration step when bridging Genesys Cloud data into ServiceNow. If you are using Data Actions or Webhooks to create tickets based on Quality evaluations, the 403 error might not just be about the API key used in the test client. It is frequently about the OAuth token lifecycle in the integration layer.
When you update the scopes in Genesys Cloud, any existing active sessions or cached tokens in your integration middleware (like a ServiceNow script include or a MuleSoft flow) remain valid until expiration. These stale tokens do not inherit the new quality:custom-attributes:view scope, resulting in persistent 403 errors even after the permission change.
For a robust fix, ensure your ServiceNow integration script explicitly handles token refresh logic. Do not rely on long-lived tokens for Quality Management endpoints with custom attributes. Instead, implement a short-lived token strategy or a mandatory refresh trigger when a 401/403 is detected.
Here is a simplified ServiceNow GlideAjax pattern to force a scope refresh:
var ga = new GlideAjax('GenesysQualityIntegration');
ga.addParam('sysparm_name', 'refreshQualityToken');
ga.getXML(function(response) {
var answer = response.responseXML.documentElement.getAttribute("answer");
if (answer == "success") {
// Proceed with evaluation fetch using new token
}
});
This ensures that the token used for the GET /api/v2/wfm/quality/evaluations call actually contains the required custom attribute scopes. Cross-reference the Genesys Cloud OAuth documentation regarding scope inheritance to confirm your integration adheres to the latest security model.