Quality Evaluation Webhook 403: ServiceNow Integration Fails on WFM Event

Genesys Cloud WFM
1

Can anyone explain why the Genesys Cloud Quality Management webhook triggers a 403 Forbidden error when attempting to create a ServiceNow record via the Data Action? The endpoint is valid and accessible from the London office, yet the Architect flow logs indicate a permission failure.

“Ensure the target URL allows POST requests from Genesys Cloud IP ranges.”

The IP allowlist is confirmed. Is there a specific header requirement for WFM events that differs from standard conversation webhooks?

2

This looks like a token scope issue. The service account likely lacks quality:evaluation:read. Check the OAuth client config.

resource "genesyscloud_oauth_client" "svc" {
 scopes = ["quality:evaluation:read", "quality:evaluation:write"]
}

Ensure the Data Action uses Bearer ${token}. Verify via Postman first.