We are currently debugging a persistent 403 Forbidden error when attempting to update agent capacity via the Workforce Management API within our AppFoundry partner application. This integration manages workforce data across multiple Genesys Cloud organizations using a multi-tenant OAuth flow.
The issue occurs specifically when the application attempts to update capacity for users in secondary organizations. The primary organization updates successfully, but requests to secondary tenants return a 403 status with the following payload:
{
"message": "Access denied. The provided credentials do not have sufficient permissions to perform this action.",
"errors": [
"Insufficient privileges for resource: wfm:capacity:update"
]
}
We have verified that the OAuth tokens are valid and have not expired. The application is registered with the wfm:capacity:update scope, and the admin user initiating the request in the secondary organizations has the “Workforce Management Administrator” role. We are using the Genesys Cloud Node.js SDK version 112.0.0.
From a vendor perspective, we suspect this might be related to how the multi-tenant context is resolved during the token exchange or a specific limitation in the AppFoundry sandbox environment regarding cross-tenant WFM operations. Has anyone encountered similar permission issues when scaling WFM integrations across multiple organizations? We need to determine if this is a configuration error in our OAuth flow or a platform-level restriction for partner applications.