Encountering a 403 Forbidden error when attempting to retrieve screen recording metadata via the Genesys Cloud Data Action in Architect. This is blocking the final phase of our Zendesk-to-Genesys Cloud migration, where we need to correlate support ticket history with agent screen activity for quality assurance.
The Zendesk workflow relied on local file paths and simple timestamps. The Genesys Cloud equivalent requires API calls to the /api/v2/recordings/screen endpoint. Despite having Recording:Read permissions assigned to the user driving the Data Action, the request fails immediately.
Environment Details:
- Region: EU1 (Europe/Paris)
- Migration Stage: Post-cutover QA
- Architect Version: Latest
- Data Action Type: HTTP Request (GET)
- Auth Method: OAuth2 Client Credentials
In the old Zendesk setup, we just pulled logs. Here, the security model feels much tighter. The error response indicates insufficient scope, but I have verified the roles multiple times. Is there a specific recording permission or data privacy setting that overrides the standard role-based access for screen recordings? Need to map these interactions to Zendesk tickets for reporting, so this blockage is critical.