OAuth client permissions for ServiceNow integration

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Genesys Cloud requires an OAuth client to enable secure integration with ServiceNow for the Unified Experience. The OAuth client functions as an intermediary between Genesys Cloud and ServiceNow, facilitating secure resource access. The client must be configured with roles that grant specific minimum permissions: Conversation > All Permissions, Integration > cxCloudSN > Add/Edit/View/Delete, Messaging > All Permissions, Conversation > messageImpersonation > Create, and Conversation > messageMediaImpersonation > Create. These permissions enable the OAuth client to manage conversations, handle messaging operations, and perform full lifecycle management (add, edit, view, delete) of the cxCloudSN integration within Genesys Cloud.

Create OAuth client in Genesys Cloud for Unified Experience from Genesys and ServiceNow integration. At a minimum, the roles that you assign to the client credentials grant for the OAuth client must have the following permissions in Genesys Cloud:

Conversation > All Permissions
Integration > cxCloudSN > Add
Integration > cxCloudSN > Edit
Integration > cxCloudSN > View
Integration > cxCloudSN > Delete
Messaging > All Permissions
Conversation > messageImpersonation > Create
Conversation > messageMediaImpersonation > Create

The OAuth client serves as the intermediary between your Genesys Cloud and ServiceNow providing secure access to the required resources. To configure the OAuth settings in Genesys Cloud, see Configure OAuth client for ServiceNow integration.

For more information, see Create an OAuth client.

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OAuth client permissions for ServiceNow integration