Add comment email notification for approvers

[joanna_natial]

The Financer custom field has been configured in the project’s notification scheme to receive email notifications for the “Someone made a comment” (Issue Commented) event using the recipient option “Users in a field”.

Despite this configuration, users assigned to the Financer field do not receive email notifications when a comment is added to an issue. This behaviour occurs consistently across multiple issues.

The notification event itself appears to be functioning correctly, as other configured recipients (e.g., Assignee, Reporter, Watchers) receive the comment notification as expected.

[Trudy Claspill]

Hello @joanna_natial 

Are the users specified in the Financer field...?

1. JSM Agents
2. JSM Customers
3. Jira users (if you have Jira installed as well as JSM)

Is this for a Team-managed or a Company-managed JSM project?

Is the comment being made an Internal comment or a Public comment?

Do the people specified in the Financer field receive other emails from the Jira system?

[joanna_natial]

All approvers are assigned as JSM Agents, the project is Company-managed, there they are doing the public comment, and the reporters and assignee can receive the email notification when someone commented on the issue.

[Trudy Claspill]

Thank you for that additional information @joanna_natial .

Do these JSM Agents receive any emails from the Jira instance, from this project or any other project for any events?

Is the Financer field a single select or multiple select field?

Is the comment entry being done by the person (or one of the people) specified in the Financer field? 

User have the ability to set notification preferences which could impact the notifications they receive. You can explore more about that topic here, and then query the individuals to find out if they have modified these settings.

https://support.atlassian.com/jira-software-cloud/docs/manage-your-jira-personal-settings/

[joanna_natial]

They can receive other Jira updates.

and the comment are being done by another person.

I tested this on my end and set myself Financer approver, while the status is pending for Approve/Decline, I let the other requestor to comment on the ticket. but I received the email notification

[Trudy Claspill]

Thank you for that additional information.

Because the users receive other updates from Jira then that confirms the problem is not their email addresses being blacklisted.

Are notifications set to notify the users in the Financer group for any other types of events?

Do the user who don't receive emails from this specific project when they are in the Financer field receive internal notifications from this specific specific project for other events if the are in another field like Assignee?

[joanna_natial]

Her is a scenario:

The ticket was in Operations Approval Status which this status is in Approval process,

before the ticket is approve or declined the approvers must put on the comment.

The assignee and reporter are receiving the email notification for comments on the request. I added also the approvers field on notification settings for comments like the assignee and reporter. but not working on the approvers.

[Trudy Claspill]

1. When you are in the Financer field and somebody makes a comment, you received the email notification, correct?
2. Were you in any other field in the issue linked to the Comment notification, like Reporter, Assignee, Watcher, or Request Participants?
3. It is the field named "Financer" that contains the users who are not receiving the notification, correct?
4. When you said "I added also the approvers field on the notifications settings" do you mean you added the Financer field?
5. The people not receiving the notifications when they are in the Financer field do receive other notifications from Jira, correct?
6. Do the people not receiving the Comment notifications
   1. Receive Comment notifications from this project if they are in one of the other fields that receives Comment notifications?
   2. Receive any other types of notifications from this specific project?

Of your answers are

1. Yes
2. No
3. Yes
4. Yes
5. Yes
6. No, No

...then the next thing I suggest checking is the affected users' individual Notifications Settings. It is possible that they could have modified their settings to block receipt of notifications for this specific project.