Dear ManageEngine Support Team,

We have recently experienced an issue where email replies in tickets suddenly stopped. Upon investigation, we found that the ServiceDesk mail account required reauthentication.

Could you please clarify:

1. What is the maximum validity period for the mail account authentication in ServiceDesk?

2. How often does this reauthentication need to be performed?

3. Considering our Office 365 account is already set to password not expire, is there any other setting that could cause this periodic disconnection?

We have noticed this issue occurring two to three times a year, and we’d like to understand the root cause to prevent future interruptions.

Thank you for your assistance.