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  • 1.  Mandatory MFA for RPA Automation in Genesys Cloud

    Posted 20 days ago
    Edited by Mazin Yousif Elhadi Yousif 20 days ago
    Dear Genesys Community,
     
    We're currently utilizing external RPA solution with the Genesys platform to automate a manual operational task. The RPA periodically checks user logins and automatically forces out users who are logged into the system outside of their scheduled shifts, helping us avoid concurrent licensing overage.
     
    Recently, after Genesys enforced mandatory MFA for accounts with administrative or supervisor privileges, we encountered a challenge with the RPA authentication process.
     
    Currently, the RPA uses standard Genesys user account with supervisor privileges to perform the required actions. However, MFA is now prompted during each login attempt, which impacts the automation flow since the RPA runs periodically and cannot rely on manual authentication through an external device such as a mobile phone for OTP/passkey approval.
     
    We'd appreciate any recommendations, best practices, or supported workarounds for this scenario. Specifically, we're looking for guidance on:
     
    Secure approaches for RPA authentication with mandatory MFA
    Whether service accounts, OAuth/API-based authentication, or trusted automation methods are recommended
    Any supported way to avoid dependency on manual OTP/passkey approval for unattended automation
     
    Thanks in advance for your support and recommendations.


    #Security
    #System/PlatformAdministration

    ------------------------------
    Mazin Yousif Elhadi Yousif
    NA
    ------------------------------



  • 2.  RE: Mandatory MFA for RPA Automation in Genesys Cloud
    Best Answer

    Posted 20 days ago

    Hi Mazin,

    One thing that also came to mind depending on what the RPA is actually doing is whether some of this could potentially be replaced with native Scheduled Triggers + Workflows instead of UI-driven RPA automation.

    Triggers can be scheduled and run periodically, which may help achieve similar operational checks without relying on an interactive supervisor login.

    For example:

    • Scheduled Trigger
    • Architect Workflow
    • Data Actions/APIs
    • user/schedule validation logic
    • automated remediation/logout actions

    If the required operations are achievable through APIs rather than UI interaction, this could potentially avoid the MFA challenge entirely since the automation would run server-side rather than through an interactive supervisor login.

    Some references I found:

    • https://help.mypurecloud.com/articles/create-a-scheduled-trigger/
    • https://help.mypurecloud.com/articles/about-triggers/

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Mandatory MFA for RPA Automation in Genesys Cloud

    Posted 20 days ago

    Hi @Phaneendra Avatapalli,

    Thank you very much for your valuable response and recommendations.

    Actually, the native automation approach using Scheduled Triggers, Workflows, and APIs sounds very promising, especially since it would avoid the MFA dependency required for interactive supervisor logins. We will definitely consider this direction and evaluate it as part of our roadmap. I have already started exploring the suggested approach and references you shared.

    Regarding the current RPA solution, I also found that Microsoft provides a Desktop Authenticator option, which may help as a temporary workaround for the MFA challenge while we investigate the native automation alternative.

    Thanks again for your support and guidance.



    ------------------------------
    Mazin Yousif Elhadi Yousif
    NA
    ------------------------------

    Original Message


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