When the system sends out auto-responses, the error 'Uncaught Exception - Failed to authenticate on SMTP server with username' appears.
This error suggests that the outgoing SMTP settings or credentials for the email queue in question might be incorrect.
To resolve this issue, you need to either verify to make sure the correct mail server settings were entered in the configuration if you are using a third-party SMTP server for sending emails. Or, if you are not using a third-party SMTP server for sending emails, make sure the correct setting is marked for using the global SMTP server configured in email settings.
NOTE: You need admin access with "update email queue" permission.
To do this, please follow these steps:
- Log in to the Admin CP.
NOTE: The administrator control panel can be accessed using the following URL: http://domain.com/admin (Replace domain.com with the domain/subdomain where the helpdesk is installed)
- Click Email Parser and select Email Queues.
- Select the email queue in question from the list.
- Go to the POP3/IMAP tab.
- If you are going to use a third-party mail server for sending emails, make sure you have entered the correct hostname, port number, username, and password.
- If you are not going to use a third-party mail server for this email queue, then you should leave the above fields empty and select No on the 'Use the same mailserver to send email'. This means the email queue will rely on the global SMTP server configured in Admin CP > Settings > Email > SMTP Settings.
- Click Update to save your changes.