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external email sending

One of our techs is a manged service , and we have a rule set up to escalate tickets after a certain time and i also want to assign manually  -  i keep getting the Invalid address: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.54 SMTP; Unable to relay recipient in non-accepted domain

I think i have them set up as an accepted domian,  any suggestions what i missed when setting up?