We are currently in the final stages of our Genesys Cloud rollout and have encountered a persistent issue with the Workforce Management (WFM) API integration. Our change management team is attempting to automate the initial shift scheduling for approximately 500 agents to ensure they are ready for Day 1 operations. We are using the /api/v2/wfm/schedules endpoint with a PATCH request to update the schedule status from DRAFT to PUBLISHED.
However, we are consistently receiving a 403 Forbidden error with the message: User does not have permission to perform this action on the specified resource. We have verified that the service account used for the integration has the WFM:Schedule:Manage and WFM:Schedule:Publish permissions enabled in the Admin console. The account also has the WFM Admin role assigned.
The environment details are as follows:
- Genesys Cloud Version: v2.14.0 (Production)
- API Client: Python Requests library v2.28.1
- Authentication: OAuth 2.0 Client Credentials flow
- Region: US East
Interestingly, when we manually publish the schedule through the Genesys Cloud UI using a user with the exact same roles and permissions, the action succeeds without any errors. This suggests the issue is specific to the API permissions or perhaps a missing scope in our OAuth token. We have also checked the audit logs, but they do not provide additional context beyond the standard permission denial.
Could this be related to the specific scope claims in our OAuth token? Or is there a known limitation with bulk publishing schedules via the API during a new tenant rollout? Any insights on how to debug the specific permission mismatch between the UI and the API would be greatly appreciated. We need to resolve this before our go-live date next week.