I am currently building a Data Action that will automatically create a ServiceNow incident whenever an interaction is marked with a ‘Critical’ wrap-up code. I am trying to set up the OAuth2 authentication between Genesys Cloud and ServiceNow. I have created the client ID and secret in ServiceNow, but the Data Action keeps returning a ‘401 Unauthorized’ error when it tries to fetch the token. Is there a specific ‘Grant Type’ or a ‘Scope’ that I must include in the Genesys Cloud Data Action credential configuration?
Hello Jul52. I am a DevOps engineer and I manage our ServiceNow integrations via Terraform. You must use the ‘Client Credentials’ grant type for this. In ServiceNow, you must ensure that the ‘OAuth Entity’ has the rest_service role assigned to it. Also, Genesys Cloud requires you to provide the ‘Token Endpoint’ URL correctly. I have seen many people use the base instance URL instead of the /oauth_token.do endpoint. Check your URL and your scopes and it should work!
Greetings! I am a routing optimization engineer and I have seen these 401 errors break our ticket automation. Jul52, one thing to check is the ‘Time Zone’ of your ServiceNow instance. If your instance time is not synced with UTC, the OAuth token might be considered expired the moment it is issued. It is a rare issue but it has happened to us before! Also, make sure you are passing the ‘Content-Type’ as application/x-www-form-urlencoded in your token request.