Can anyone explain why the 403 Forbidden error occurs when attempting to fetch screen recording URLs via the Genesys Cloud API from a ServiceNow Data Action? The integration uses a standard OAuth token with screen_recording:read scope, yet the endpoint /api/v2/analytics/screenrecordings rejects the request despite valid authentication headers in the UK Prod environment.
The root cause here is the strict separation between API permissions and Performance Dashboard data access controls. While the OAuth token possesses the screen_recording:read scope, the Genesys Cloud architecture requires that the specific user or service account making the request also has explicit “View” permissions within the Performance application settings. The API does not automatically grant access to analytics data solely based on scope inheritance in multi-tenant or integrated environments like ServiceNow.
The service account used for the Data Action must be assigned to a group that has access to the Screen Recording view in the Performance dashboard. Without this explicit permission, the system returns a 403 Forbidden error, even if the authentication headers are valid. This is a common oversight when configuring automated integrations.
To resolve this, navigate to Admin > Users > Groups and locate the group assigned to your ServiceNow service account. Ensure that the Performance application is added to this group with at least “View” privileges. Additionally, verify that the specific screen recording type is enabled for the agents whose sessions are being queried.
Here is the recommended configuration check:
# Service Account Group Configuration
group_name: "ServiceNow Integration Service"
applications:
- name: "Performance"
permissions:
- "view_screen_recordings"
- "view_agent_performance"
After updating the group permissions, allow up to 15 minutes for the changes to propagate across the UK Prod environment. If the issue persists, check the audit logs for any role-based access control (RBAC) denials. This approach aligns with standard enterprise security practices and ensures that dashboard metrics remain consistent with API access levels.