SIP Trunk Registration Failure with 403 Forbidden During ServiceNow Data Action Invocation

Voice & Telephony
1

Why is this setting causing a 403 Forbidden error when attempting to register a BYOC SIP trunk while simultaneously invoking a ServiceNow Data Action via webhook? The environment is Genesys Cloud v2024.1, integrated with ServiceNow London release via REST API middleware. The specific issue manifests during the initial registration phase of the SIP trunk configuration.

The reproduction steps are as follows:

  1. Configure a new BYOC SIP trunk in Genesys Cloud with standard TLS settings and valid credentials.
  2. Create an Architect flow that triggers a Data Action to create an incident in ServiceNow upon trunk registration success.
  3. Enable the webhook payload to include full conversation context and SIP headers.
  4. Attempt to validate the SIP trunk registration through the Admin UI.
  5. Observe the 403 Forbidden error in the Genesys Cloud logs, specifically referencing the /api/v2/telephony/providers/edge/trunk/{trunkId}/register endpoint.

The error occurs consistently when the Data Action is active. Disabling the Data Action allows the SIP trunk to register successfully, indicating a dependency or permission issue between the telephony module and the Data Action execution context. The ServiceNow middleware logs show no incoming request, suggesting the failure occurs within Genesys Cloud before the outbound call is made.

The application user has the telephony:trunk:write and dataactions:execute scopes. The webhook URL is HTTPS and validates correctly via external testing. The issue persists across multiple trunk configurations, ruling out specific credential errors. The timezone context (Europe/London) affects the logging timestamps but not the execution logic.

Has anyone encountered a similar permission conflict between SIP trunk registration and Data Action invocation? The documentation does not specify any scope requirements for simultaneous execution. The expected behavior is successful trunk registration followed by incident creation in ServiceNow. The actual behavior is a 403 error halting the registration process. The logs indicate a null pointer exception in the Data Action handler, but the root cause remains unclear. Any insights into the required scopes or configuration adjustments would be appreciated.