Trying to understand why our automated schedule publishing job is failing with a 403 Forbidden error specifically when the WFM integration attempts to validate compliance redaction rules for agent contact information. We are running Genesys Cloud 2024.3 in US-East-1. The issue emerged after we enabled the new PII redaction policies in the Security settings to meet updated SOC2 requirements.
The workflow involves a custom script that pulls shift data and pushes it to our internal HRIS. The script uses a service account with the ‘WFM Admin’ role. Previously, this account could read full agent profiles including phone numbers and email addresses for shift swap notifications. Now, when the script tries to access the GET /api/v2/wfm/users/{userId}/schedule endpoint to verify adherence, it hits a 403. The error payload indicates that the access token lacks the necessary scope to view redacted fields, even though the role has been explicitly granted ‘wfm:schedule:read’ and ‘wfm:user:read’.
It seems like the compliance layer is intercepting the request before the WFM API logic executes, treating the service account as an external entity due to the new IP allowlist restrictions tied to the security policy. We need the service account to bypass these restrictions for automated publishing, but we cannot grant it broader human-readable access due to compliance audits.
- Verified the service account has the correct ‘WFM Admin’ role and checked the ‘Manage WFM’ permission set in the Admin console. The permissions appear correct on the surface, but the API logs show a scope mismatch.
- Attempted to use a user impersonation token via the OAuth2 flow instead of the service account client credentials. This worked for manual testing but is not viable for our automated nightly publishing job which runs via a headless cron task.
Is there a specific API parameter or header we can pass to assert that this is a system-to-system compliance check, bypassing the PII redaction filter? Or is there a new permission set required for ‘compliance-aware’ WFM access that isn’t documented in the 2024.3 release notes?