Request Not found for GDPR_DELETE

Platform API
1

Hi Team,

We are currently using Genesys GDPR and Privacy APIs to manage user data, specifically for deletion and export operations. Our API workflow is structured as follows:

  1. We initiate a new deletion request by making a POST request to the route "/api/v2/gdpr/requests." We specify the requestType as "GDPR_DELETE," and in return, we receive a unique requestId.
  2. Deletion requests may take up to 30 days to complete. Therefore, we continually poll the system by using the GET request to check the status of the request. The endpoint for this is "/api/v2/gdpr/request/{requestId}."

While step 1 is functioning correctly, we are encountering an issue during the polling process. The error message we receive is as follows:

{
  "message": "Request not found",
  "code": "not.found",
  "status": 404,
  "messageParams": {},
  "contextId": "2d804628-3191-47cd-a3aa-7b27be92d701",
  "details": [],
  "errors": []
}

We kindly request your guidance and assistance in understanding and resolving this matter. Your expertise will be invaluable in overcoming this challenge and ensuring the smooth functioning of our processes.

Best Regards,
Girish J

2

A 404 indicates a problem with the client's request, specifically that the requested resource was not found. In your specific case, this would indicate that the request ID you're using in the path isn't valid. Check your application for errors that could be malforming your request path and ensure that the request you're making is exactly what you intend.

If you have verified that your application is bug-free and the ID that's being used is expected to be valid, please open a case with Genesys Cloud Care to investigate further. We do not have access to your org's data via the forum to be able to determine any cause for this issue; all we can do here is take the 404 at face value and assume it's a legitimate client error.

FWIW I tried to look up the context ID provided in your post, but it doesn't appear to exist in the US East environment (per your forum user profile) in the last 7 days. If you can update your profile for the correct region your org is in, that will help us be able to look up correlation IDs for you in the future.

3

Appreciate your input, @tim.smith,

The contextID in question pertains to "US West." I don't consider this to be an issue specific to our application, as nearly 5000 delete requests have been successful in the past. However, I did observe an intriguing pattern: all request IDs older than 30 days seem to fail with the same "Not found" error. Is there a specific timeframe beyond which request IDs cannot be queried?

4

I don't believe this is specifically documented for the API endpoint directly, but the dev team has confirmed that GDPR requests are expected to be cleaned up after 14 days. So getting a 404 for the request ID any time after 14 days is normal behavior. For exports, the export file is valid for 30 days but you have to have the link.

5

Thanks @tim.smith the above information really helps,

We're currently experiencing an issue that can be summarized as follows:

  1. Approximately 1000 requests have moved from 'DELETING' stage to 'ERROR' in the 14 days period.
  2. After the 14-day mark, these requests are ending up with a 'Not Found' status.

To address this issue, we need to investigate what might be going wrong for the following request IDs and their corresponding context IDs:

  1. Request ID: 88d7736c-2bad-4751-9c2b-80a61f6a38de (Context ID: 6b18b56d-4f90-4fe6-aa64-4cadc546bbe2, USW2).
  2. Request ID: e3dfc23b-b089-48ac-a1a2-ededcbcab186 (Context ID: 4e50ca8c-69ce-4142-92d0-198403fd216f, USW2).

We would greatly appreciate any insights or assistance in resolving this issue.

6

As stated previously, we do not have access to your org's data via the forum. You must open a case with Care to investigate issues with your GDPR requests.

7

Thanks, I will keep it in my mind. If I still can't resolve it, I will start the new thread and will explain my problem in brief.

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8

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