Troubleshoot QCST Notification or Joomla Mail Failures
This troubleshooting guide checks QCST Outbound Email, Joomla Mail, template publication/scope, sender and recipient values, delivery diagnostics, retry attempts, recipient eligibility, and feature access.
Where this fits in QC Support Ticket
QCST notification delivery has multiple layers: an event must occur, a Published/scope-eligible template and recipient must exist, QCST outbound email must be enabled, Joomla Mail must accept the send, and any retry must remain below its configured attempt limit.
Primary location: QC Support Ticket frontend and administrator interfaces, depending on the permission or failure being tested.
Troubleshooting procedure
- Confirm outbound QCST notifications are enabled and Joomla Mail itself can send a Joomla test message.
- Verify the relevant Email Template is Published and the event actually applies to the ticket/recipient state.
- Check Sender name/Reply-To and recipient address validity.
- Open recent QCST delivery diagnostics and read the event, status, attempt count and sanitized error.
- If automatic retry is expected, confirm the Email Delivery Retry task is running and Maximum attempts has not been exhausted. Fix transport/template/recipient problems before repeatedly retrying.
Troubleshoot in layers
| Layer | What to check |
|---|---|
| 1. Joomla Mail | Send Joomla’s own test message. If this fails, fix the transport before changing QCST templates. |
| 2. QCST outbound setting | Confirm QCST notifications are enabled and sender/reply-to values are valid. |
| 3. Event/template | Confirm the expected event occurred, the relevant template is Published, and Department scope/plan gates allow it. |
| 4. Recipient eligibility | Confirm the customer/Agent/admin address and assignment/Department state make that recipient eligible for the event. |
| 5. Delivery diagnostics | Read event, recipient, attempt count, status and sanitized error. |
| 6. Retry task | If retry is expected, confirm the Email Delivery Retry Scheduled Task is healthy and Maximum attempts is not exhausted. |
Avoid duplicate noise
Do not keep clicking Send Test or repeatedly retriggering a production ticket event until you know which layer is failing. Fix the first confirmed fault, send one controlled message, and verify the diagnostic/result before moving to the next layer.
Verify the result
- Repeat the test with the least-privileged normal role affected by the feature; do not rely only on Super User behavior.
Community Discussion
For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.