Does anyone know why a Genesys Cloud Data Action configured to call the ServiceNow REST API is returning a 403 Forbidden error specifically when triggered from a Workforce Management scheduling event? The integration works perfectly for incident creation via standard Architect flows, but the WFM trigger seems to bypass the expected authentication handshake.
The environment is running Genesys Cloud 2024-05 with the latest ServiceNow plugin version 2.1. The Data Action uses the standard Basic Auth credentials stored in the secure configuration. When testing via Postman using the same credentials and endpoint, the request succeeds. However, the Genesys logs show the outbound request is being rejected by ServiceNow immediately upon receipt.
Checked the Genesys Cloud documentation for WFM webhook payloads and confirmed the JSON structure matches the ServiceNow API requirements. The issue appears isolated to the WFM context. Need to understand if there is a known limitation with how Genesys handles authentication tokens for WFM-specific triggers compared to standard digital channel events.