Can’t get this config to load properly… Attempting to map Zendesk ticket recordings to Genesys Cloud interactions via the Screen Recording API. Using Python SDK v4.0.2, the POST to /api/v2/recordings/screen fails with a 403 Forbidden error. The service account has Recording Admin permissions, yet access is denied.
Zendesk handled this via simple webhook triggers, but Genesys requires explicit capability grants. I have verified the region endpoint matches our EU-West setup. Is there a specific capability missing for screen recording ingestion?
I typically get around this by verifying that the service account possesses the specific recording:screen:write capability, which is distinct from general Recording Admin roles in the latest permission model updates. The 403 error typically stems from a missing granular grant rather than a regional mismatch, especially when integrating with external ticketing systems like Zendesk that require explicit write access to attach media.
# Verify capability presence before POSTing
if 'recording:screen:write' not in user_capabilities:
raise PermissionError("Missing specific screen recording write grant")
# Correct payload structure for EU-West endpoint
payload = {
"interactionId": "uuid-here",
"mediaType": "screen",
"fileUrl": "signed-zendesk-url"
}
requests.post(f"{base_url}/api/v2/recordings/screen", json=payload, headers=headers)
Cross-referencing the latest ServiceNow integration docs confirms that webhook triggers often bypass these checks, so ensuring the capability is explicitly granted in the user profile is the standard fix for API-based attachments.