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 API. 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.