Stumbled on a weird bug today with our automated legal discovery pipeline for screen recordings.
The Genesys Cloud bulk export job fails immediately when attempting to write screen capture artifacts to our BYOC S3 bucket. The audit log shows a 403 Forbidden error with Access Denied despite the IAM policy explicitly allowing s3:PutObject for the designated prefix. This issue is specific to screen recordings; voice call recordings and digital channel transcripts export successfully to the same bucket using identical Data Action configurations. The environment is Genesys Cloud v2024.1 in the EU-West region, integrated with an AWS S3 bucket in eu-west-1 via a VPC endpoint. The Data Action triggers on recording completion, calling the Bulk Export API with the recording ID and metadata. The error response includes the message “Access Denied” and the request ID, but no further details on the specific permission violation. We have verified the bucket policy, IAM role trust relationships, and KMS key permissions for server-side encryption. The KMS key is in the same region and the IAM role has kms:Decrypt and kms:GenerateDataKey permissions. The issue persists even when bypassing the KMS encryption and using AES256. The chain of custody requirements for legal discovery necessitate that these exports are immutable and timestamped accurately. The current failure breaks the audit trail and prevents timely response to e-discovery requests. The screen recordings are generated by agents using the Genesys Cloud desktop application, and the metadata includes agent ID, session ID, and start/end times. The bulk export job status transitions to “FAILED” within seconds of initiation, with no partial data written to S3. We need to understand if there is a specific permission or configuration required for screen recording artifacts that differs from standard voice or digital channel recordings. The documentation does not explicitly mention separate permissions for screen recording exports. Any insights into the specific IAM policy requirements or S3 bucket configurations that might resolve this 403 error would be appreciated. The urgency is high due to pending legal discovery requests.