WFM API 403 Forbidden on Shift Swap Approval despite Admin Role

Genesys Cloud WFM
1

Having some issues getting my configuration to work…

Background
We are managing workforce scheduling for a mid-size contact center in America/Chicago. The team uses the Genesys Cloud WFM module for weekly schedule publishing and agent self-service. Agents frequently request shift swaps during peak hours, and we rely on the API to automate approval workflows for specific manager groups.

Issue
When attempting to approve a shift swap via the POST /api/v2/wfm/schedule/shiftswaps/{shiftSwapId}/approve endpoint, we consistently receive a 403 Forbidden response. The request headers include a valid OAuth 2.0 Bearer token generated using client credentials with the wfm:schedule:write scope. The user account associated with the token holds the WFM Admin role and has explicit permissions for Schedule: Edit and Shift Swap: Approve. Despite this, the API rejects the request with the message: User does not have permission to perform this action on the target schedule.

Troubleshooting

  • Verified the OAuth token is active and valid using the /api/v2/oauth/token endpoint.
  • Confirmed the shiftSwapId exists and is in the PENDING state.
  • Checked that the schedule version matches the one referenced in the swap request.
  • Tested with a different user holding the same role; same error occurs.
  • UI approvals work correctly for the same swaps.

Has anyone seen this specific permission mismatch between the UI and API for shift swap approvals? Are there additional scopes or role assignments required beyond wfm:schedule:write?