Quick question, has anyone seen this weird error? with our Genesys Cloud to ServiceNow integration. The Data Action configured to create incidents from digital channel conversations is suddenly failing with a 403 Forbidden response. This started approximately 15 minutes after the ServiceNow OAuth token refresh cycle completed, which suggests the issue lies in how the new access token is being passed or validated by the Genesys Cloud integration layer.
The environment is eu-west-1. The Data Action is set to use the ‘ServiceNow Table API’ endpoint for the ‘incident’ table. Debug logs show the payload is correctly formatted JSON and includes all mandatory fields (caller_id, short_description, priority). However, the ServiceNow side receives the request but rejects it, citing an invalid or expired token in the Authorization header, despite the token having just been issued.
Has anyone encountered similar issues with token handshakes failing immediately after rotation? We are using the standard Genesys Cloud managed authentication for the Data Action. I have verified the ServiceNow application scope permissions are still active. The Genesys Cloud UI shows the integration status as ‘Active’, but the actual API calls are being blocked. Any insights on whether this is a known caching issue on the Genesys side or a misconfiguration in the OAuth client settings?