Dealing with a very strange bug here with our weekly schedule publication process that seems to be tied to the agent self-service portal. we are using the genesys cloud cx platform in the us east region, specifically leveraging the wfm scheduling module via the python sdk 2.10.3.
the issue surfaces exclusively when we attempt to publish a schedule that includes active shift swap requests from agents who have recently modified their time-off preferences through the agent self-service interface. normally, the publish endpoint handles these conflicts gracefully, returning a 409 conflict if there are overlapping availability issues. however, in this specific scenario, the system is returning a 500 internal server error with no detailed error message in the response body.
here is the context:
- environment: genesys cloud cx, us east
- sdk: python 2.10.3
- api endpoint: /api/v2/wfm/schedules/publish
- error: 500 internal server error
we have verified that the agents involved in the swaps are within their defined availability windows and that the swap approvals were processed correctly via the /api/v2/wfm/schedules/shift-swaps endpoint without any initial errors. the problem only occurs when the publish job tries to reconcile these swaps against the base schedule.
strangely, if we revert the agent’s time-off preference change to its previous state before attempting the publish, the schedule publishes successfully. this suggests a data integrity issue or a race condition in the backend service that handles the intersection of self-service preference updates and scheduled shift swaps.
we have tried clearing the local cache and re-initializing the sdk session, but the error persists. has anyone encountered a similar issue where agent self-service modifications cause a 500 error during schedule publication? any insights on whether this is a known limitation or a bug that requires a support ticket would be greatly appreciated. we are on a tight deadline for this week’s schedule release.