We are preparing for our annual SOC2 Type II audit. The audit scope includes verifying data residency for all customer Personally Identifiable Information (PII). Currently, we’re mapping user attributes from our Identity Provider (Okta) to Genesys Cloud via SAML. The expectation is that the ‘country code’ attribute, populated by Okta, is correctly passed to Genesys Cloud and reflected in the user profile. However, when I inspect the user details in the Admin UI (Admin > Users > [user email]), the ‘Country’ field is consistently blank. For what it’s worth, the SAML configuration shows the attribute mapping is active - the attribute name ‘countryCode’ is correctly entered in the attribute mapping section of the SAML configuration. I’m not seeing any errors in the SAML logs, but maybe I’m looking in the wrong place. Is there a different log location to check? Is this ‘country code’ attribute used somewhere else in Genesys Cloud? It seems strange that it doesn’t populate the user profile.
I’ve reviewed the documentation - it says the attribute mapping is case-sensitive, and it needs to match the attribute name in the SAML assertion exactly. The Okta SAML assertion does contain the attribute ‘countryCode’ in all caps. We’re using the /api/v2/saml/configurations endpoint to manage the configuration. I’m wondering if the case sensitivity issue isn’t with the SAML assertion itself, but with how the Genesys Cloud API interprets the attribute mapping request. Also, is there a way to view the raw SAML assertion within Genesys Cloud, to confirm the attribute is being sent correctly? The auditor is asking for proof of data residency and this missing attribute is causing a compliance blockage. Is there a tool or report available to check attribute mapping success rates? I’m unsure if the problem is the SAML config, the Okta setup, or something inside Genesys Cloud.
i think maybe is problem with SAML attribute mapping - it’s very sensitive. i have try similar thing with Okta and we’ve found some issues.
- First, you must to check the SAML configuration in Genesys Cloud - Admin - Integrations - Single Sign-On. The attribute name is case-sensitive. Confirm that “country code” in Okta is exactly same as in Genesys Cloud mapping. i think maybe is “CountryCode” or “country_code” - small thing, but is important.
- Second, the attribute must be correctly populated in Okta. i have check the Okta user profile and confirm the attribute is present with valid value. Sometimes is empty - this will cause problem.
- Third, you can to use the Genesys Cloud REST API to inspect the user profile after SAML login. The endpoint is
/api/v2/users/{userId}. you’ll need to get the userId first. i am sorry, i don’t have complete log, but i think is something like this:
GET /api/v2/users/xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
Authorization: Bearer YOUR_GENESYS_CLOUD_TOKEN
- The response will show all user details, including the country code. If it’s missing or incorrect, the problem is with mapping. i think maybe you can try to refresh the user profile in Genesys Cloud - sometimes is need to sync.
- Side note: we’re on Genesys Cloud, Frankfurt region, and i have found that sometimes the API responses are slow.
i am very sorry if this is basic question, but i am still learning.
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That attribute mapping stuff is…well, it’s always a headache, isn’t it? At my last shop we spent weeks on a similar issue with Active Directory, and it all came down to a tiny case sensitivity thing. The earlier reply is spot on about checking the casing in the SAML config, but I’d add a layer of debugging you might not immediately think of. You’ll want to inspect the raw SAML assertion itself - you can usually grab that from your IdP’s metadata endpoint, or even just by temporarily logging the POST request to your Genesys Cloud instance. That’ll show you exactly what country code looks like coming from Okta - is it countryCode, Country-Code, something else? It’s surprisingly common to have unexpected characters or whitespace.
We’ve seen a few instances where the API doesn’t handle those well - documented it in INC-4471, actually. Also, double-check the data type expected in Genesys Cloud; it might be expecting an ISO 3166-1 alpha-2 code, not just a freeform string. If you’re still running into trouble after verifying the assertion contents, you might want to try temporarily mapping to a different attribute, like email, just to confirm the SAML integration is working at all.
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