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.
Hello @joanna_natial
Are the users specified in the Financer field...?
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?
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.
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/
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
Hi @joanna_natial
Adding to this topic, I'd like to mention that our app Notification Assistant has a workflow approvals functionality that allows users to act on the approval process without having to be redirected to Jira.
We also support customizable recipients, templates, and schemes.
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