WFM API 401 Unauthorized when fetching shift requests via ServiceNow Scheduled Import Set

Genesys Cloud WFM
1

Stuck on a 401 Unauthorized error when the ServiceNow import set tries to pull shift request data from the Genesys Cloud WFM endpoint GET /api/v2/wfm/scheduling/shift-requests. The OAuth token refresh logic works for the main GC platform APIs but fails specifically for the WFM scope in the London region.

  • Verified the access token has the wfm:read scope and is valid for 3600 seconds.
  • Confirmed the scheduled import set runs during the UTC 14:00 window where the token is definitely active.