Hello Freshservice Support Team,
I am reaching out to resolve an issue we have been encountering with the OAuth 2.0 integration between Freshservice and DocuSign.
It appears that the OAuth 2.0 authorization code is expiring much more frequently than expected, which disrupts our ability to maintain a seamless connection between Freshservice and DocuSign. Each time the authorization code expires, we need to re-authenticate manually, which is not only time-consuming but also impractical for our workflow.
We currently use the Freshservice Centralized Credential Store to manage access credentials. Despite this, the refresh token does not seem to be utilized automatically to obtain a new access token when the current one expires. As a result, we are frequently prompted to reauthorize, which is not the expected behavior based on OAuth 2.0 best practices.
We have already reached out to the DocuSign support team regarding this issue, and they suggested that we contact Freshservice support for further assistance. I have attached a screenshot of their response for your reference.
Could you please investigate this issue and provide guidance on how to ensure the refresh token is used correctly within the Centralized Credential Store to maintain continuous authorization without the need for manual intervention? We would appreciate any configuration changes or updates that can be implemented to resolve this problem.
We look forward to your response.
Thanks,
Kiran