We are currently debugging a persistent 403 Forbidden error when attempting to update agent capacity via the Workforce Management API (/api/v2/wfm/users/{userId}/capacity) 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.