In Zendesk, we used to rely on simple CSV uploads for agent availability, which was straightforward enough. Now, I am trying to automate this by mapping Zendesk user profiles to Genesys Cloud users and importing their schedules using the WFM API.
However, when I hit the POST /api/v2/wfm/schedules endpoint with the JSON payload derived from our Zendesk export, I get a 403 Forbidden error. The error message states: Insufficient permissions to modify schedule for user ID: 849201. I have verified that the integration user has the WorkforceManagement:Schedule:Write permission, and the target user exists in Genesys Cloud with the correct WfmAgent role.
I am using the Genesys Cloud SDK for Python (version 1.0.12) and authenticating with a service account. Is there a specific permission set in Zendesk that needs to be mirrored in Genesys Cloud for schedule imports? Or is this a known limitation when migrating from Zendesk’s simpler availability model to Genesys’ complex shift patterns? Any practical migration advice would be greatly appreciated!