Why does this setting prevent agents from initiating shift swaps when the ‘Require Manager Approval’ flag is enabled? We are seeing 403 Forbidden on the /api/v2/wfm/scheduling/shiftswaps endpoint during our Monday 06:00 CT publish window. The logs indicate a permission mismatch despite correct role assignments. Genesys Docs suggests this should work. Is there a known conflict with compliance modules?
Check your Terraform state for the genesyscloud_wfm_analytics_schedule resource. The 403 error often stems from a mismatch between the schedule’s owner ID and the role permissions defined in the genesyscloud_role resource. When “Require Manager Approval” is enabled, the API validates the requester’s role against the schedule’s owner at runtime. If the role lacks wfm:schedule:modify, the swap request fails before hitting the business logic.
Ensure the role assigned to the agents includes the wfm:shiftswap:modify permission. Also, verify the schedule’s published flag is true. Unpublished schedules block swaps regardless of role.
resource "genesyscloud_role" "agent_swap" {
name = "Agent Swap Role"
permissions = ["wfm:shiftswap:modify", "wfm:schedule:view"]
}
Note: WFM publish windows often cache role definitions. If roles were updated recently, wait for the next full sync cycle or trigger a manual cache refresh via the admin UI.