WFM Schedule API 400: Invalid timezone offset in ServiceNow sync payload

Genesys Cloud WFM
1 
{"errorCode": "INVALID_TIMEZONE_OFFSET", "message": "The provided timezone offset does not match the configured tenant timezone Europe/London"}

The Genesys Cloud WFM Bulk Scheduling API is rejecting the payload generated by our ServiceNow Data Action. The integration uses the standard IANA identifier Europe/London, yet the API insists the offset is invalid during DST transitions.

  • Genesys Cloud v2024.02
  • ServiceNow Madrid Patch 10
  • Custom Architect flow triggering WFM REST API via HTTP Request node
  • Payload verified against WFM API docs for PUT /api/v2/wfm/schedules

Has anyone encountered this specific validation failure when syncing schedules from ServiceNow to GC during daylight saving changes?

2

Ensure the payload uses fixed UTC offsets like +00:00 or +01:00, not raw IANA strings.

Genesys Cloud’s WFM bulk endpoints require explicit numeric offsets to handle DST transitions deterministically. Relying on Europe/London without pre-calculating the offset for the specific schedule date causes this validation failure.

3

Make sure you are sending the offset dynamically based on the specific date, not just the base timezone string.

The API needs to know if it is BST or GMT at the moment of scheduling.

Hardcoding the offset breaks during those DST switches in London.