I’m completely stumped as to why the weekly schedule publish is failing with a 409 Conflict error specifically when an agent initiates a shift swap that overlaps with a previously approved time-off request. We are using the POST /api/v2/wfm/schedules/{scheduleId}/publish endpoint in our Genesys Cloud environment (US1, API version 2.8.4). The error payload indicates a validation failure on the swap resource, but the UI shows both the swap and the time-off as approved states before the publish trigger.
The issue appears isolated to agents in the Chicago timezone (America/Chicago) who have overlapping constraints. When we manually review the schedule in the WFM application, the conflict is not visually flagged until the publish step fails. The error response includes a detail field pointing to ‘swap_id’ and ‘time_off_id’, but the specific rule violation is not clearly documented in the current API reference.
We have tried clearing the swap cache and re-approving the time-off request, but the 409 persists. The schedule adherence metrics are unaffected, but the inability to publish forces a manual override process that delays agent notifications by several hours. This disrupts our shift swap workflow significantly.
Has anyone encountered a similar validation loop between swap approvals and time-off constraints during the publish cycle? Any insights into the specific conflict resolution logic or a workaround to bypass this API limitation would be greatly appreciated.