Modern Authentication
For detailed configuration steps, please refer to our help guide.
1. Has Modern Authentication in O365/Outlook discontinued the use of IMAPS/POP3 protocols?
No, Modern Authentication in O365 has enhanced the security process, but the protocols remain unchanged. The default protocols POP3/IMAPs are still used for email fetching. POP3 is enabled by default on the backend on SDP CLoud, and customers need to ensure it’s also enabled in their mail server settings for fetching to work correctly.
2. What is the default protocol set for Modern Authentication in SDP Cloud?
POP3 is the default protocol for email fetching in SDP Cloud. However, customers can request to enable IMAPS as an alternative.
3. Do customers need to enable both POP3 and IMAPS protocols for email fetching?
No, enabling just one protocol (either POP3 or IMAPS) is sufficient. However, if they prefer IMAPS, it needs to be enabled on both the SDP Cloud end (by sending an email to support) and their mail server settings. (Same applies to POP3)
4. Why do you recommend enabling both protocols?
While enabling both is not necessary, it can be beneficial. If there’s an outage with Microsoft, switching protocols can be done quickly without requiring additional steps from the customer, helping to maintain uninterrupted service. But re-authentication in SDP Cloud is required to enable the fetching again.
5. Can customers use only IMAPS for email fetching?
Yes, customers can choose to use IMAPS alone. They’ll need to contact us to enable IMAPS on our end. Once enabled, they should reauthenticate mailserver in SDP Cloud after activating the protocol in their mail server settings.
6. Will the SDP Cloud supports mailbox with Conditional Access policies?
Customers should configure the policies carefully, as incorrect settings may disrupt connectivity. So it is better not to set CAP.
7. Will the SDP Cloud supports the mailbox with MFA?
Yes, the mailbox can work with both regular passwords or app-specific passwords.
8. When will SDP Cloud support Microsoft Graph?
We were working on supporting Microsoft Graph; however, current throttling limits on Graph APIs have stopped us. This will impact even the basic usage of SDP Cloud. We hope to proceed once the throttling constraints are relaxed. For more details, refer to Microsoft Graph throttling limits.
9. What is the mail fetching interval when using Modern Authentication?
Fetching time with Modern Authentication is approximately 3 to 5 minutes, depending on the data size, as we use commands to retrieve emails from O365/Outlook.
11. I have enabled IMAPS on both mails ever and in SDP Cloud (By sending an email) but still it fails to authenticate?
It could be the timeout error; kindly allow sometime for microsoft to clear and reflect the latest change.
12. Why are emails filtered into a separate "Filtered" folder when no spam filter has been configured?
The following emails are filtered:
Notification and automated emails sent by the application if there is an attempt to fetch emails sent by the application with the helpdesk address in CC.
Emails filtered by the spam filter.
If the "Accept emails from unknown users" option is disabled, emails from unknown users will not be processed and will be marked as filtered.
All received emails are moved to the trash once processed. Filtered emails are tagged accordingly and can be viewed in both the filtered and trash sections.
13.Are there any IP addresses to be allowed or ports to be opened for my organization to send and receive emails with ServiceDesk Plus Cloud?
If you are using on-premise mail servers, you need to whitelist the IPs listed in the link below within your firewall to ensure seamless sending and fetching of emails in SDP Cloud. Refer here, https://help.sdpondemand.com/general-faq-s$ip%20address.
14. Why are some legitimate emails being marked as spam?
- We have a spam classification mechanism on our end that checks whether a mail is spam or not based on several criteria such as sender reputation, authentication, and other suspicious patterns.
- To avoid spam, please ensure that a mail is properly formatted and does contain unsubscribed link.
- The mails are also marked as spam when a mail is forwarded many times or it has too many attachments.
- Also, there should not be misleading subject line (e;g don’t start your subject lines with “RE” or "FWD" unless you’re actually replying to or forwarding something)
15. I am getting "Mail sending limit exceeded" error message when trying to reply from SDP Cloud.
Trial users will be able to send only 100 mails per day and free users can send 1000 mails per day.
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