Quick question about integrating Genesys Cloud WFM skill mappings with ServiceNow CMDB via a custom Data Action webhook. The environment is Genesys Cloud UK East, running the latest release, with ServiceNow on the Tokyo patch set. We are attempting to automate the creation of WFM skills in GC based on specific ServiceNow category attributes using a scheduled Data Action that triggers an HTTP POST to the /api/v2/wfm/skills endpoint.
The integration fails consistently with a 403 Forbidden error, specifically citing insufficient_scope in the response body. The ServiceNow developer role has been granted the necessary wfm:skill:write permissions via the OAuth 2.0 client credentials flow, yet the token generated by the Data Action appears to lack the required scope. The payload structure matches the GC API documentation exactly, including the name, description, and active fields.
Investigating the token introspection endpoint reveals that the wfm:skill:write scope is present in the JWT claims. However, the request still gets rejected at the API gateway level. This suggests a potential issue with how the Data Action constructs the Authorization header or a mismatch in the grant type expectations between ServiceNow’s REST message and the GC WFM API.
Has anyone encountered similar scope resolution issues when using Data Actions for WFM resource creation? We are cross-referencing the GC WFM API docs against the ServiceNow integration guide, but the error persists across multiple test runs. Any insights into debugging the token scope validation would be appreciated.