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why do jira cloud email messages not show comments all of a sudden

Michael Byrne

Since this past weekend, when we receive email notifications from jira cloud, the text of the comment is NOT in the email.

Why did this change all of a sudden?

This makes it time consuming to click on every email to see if the email notification is useful.

Accepted answers

Michael Byrne

Thanks everybody for your responses.

The issue was an organization setting change that prevents the comment text to be sent in emails.

All comments

Trudy P Claspill

Hello @Michael Byrne

Is this an internal notification from Jira or a notification received by a customer via Jira Service Management?

What is the action that is causing the notification to be triggered? One might assume it is "Someone made a comment", but I want to confirm that is the case.

Trudy P Claspill

In my environment when a comment is added and the "someone made a comment" internal notification is triggered then the email notification does include the text of the comment. I test this for a Company-managed Software project.

Ajay _view26_

Hi @Michael Byrne

This seems to be a known issue - https://community.atlassian.com/forums/Jira-questions/Include-comment-body-in-email-notification/qaq-p/2872721

Michael Byrne

Thanks everybody for your responses.

The issue was an organization setting change that prevents the comment text to be sent in emails.

Trudy P Claspill

Hello @Michael Byrne

I'm glad you found the solution.

Can you share a link to any documentation you referenced that helped you figure this out? If there wasn't specific documentation, can you share with us the navigation to get to the setting and the change that was made?

Michael Byrne

I didn't find any documentation. I searched and didn't find any. So, I asked our IT team. They made a change for security reasons.

Adam Abubaker

For anyone finding this later with the same symptom the accepted answer is
right, it is an org level setting, and it is worth knowing there is no way to
put the comment text back into Jira's own notification emails. Jira Cloud does
not let administrators edit the built in notification content at all.

If you need the text in the email, you have two options. An automation rule on
the "Issue commented" trigger with a Send email action, where you write the
body yourself. Or a Marketplace app that sends its own email. I build one of
those (Comment Alerts for Jira), so weigh that accordingly. The automation rule
is free and worth trying first.

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