Could use a hand troubleshooting this 403 Forbidden error when pushing schedule data from ServiceNow to Genesys Cloud WFM.
Background
Automating shift creation via REST API. ServiceNow instance is in Europe/London timezone.
Issue
Endpoint /api/v2/wfm/schedules/import returns 403. Token has wfm:schedule:write scope.
Troubleshooting
Verified JSON structure matches docs. Direct API call works, but ServiceNow webhook fails. Is there a specific IP allowlist requirement for WFM endpoints?
This looks like a permissions scope issue rather than a problem with the JSON payload. Since the direct API call works, the endpoint itself is accessible. The 403 error during the ServiceNow integration usually indicates that the OAuth token used by the middleware lacks the specific administrative privileges required for bulk schedule imports, even if wfm:schedule:write is present.
Check the user profile associated with the service account in Genesys Cloud. The account needs the wfm:admin role or equivalent administrative rights to perform bulk operations. Standard write permissions often restrict bulk import actions to prevent accidental data overwrites. Ensure the role includes wfm:schedule:import specifically, as some configurations separate standard write access from bulk import capabilities.
If the roles are correct, verify the token expiration handling in the ServiceNow integration script. Sometimes the token refreshes but does not retain the elevated scopes granted during the initial authentication. Try regenerating the credentials and re-authorizing the application with explicit admin consent. This usually resolves the discrepancy between manual and automated API calls.