JSM internal comment notification emails no longer include comment text. Anyone experienced this?

Question

Hi everyone,

We are experiencing an issue with Jira Service Management email notifications for internal comments and would like to know whether anyone else has encountered the same behavior.

Since around October 5, agents and internal users have been receiving notification emails without the internal comment text. The emails contain links to open the work item, but recipients must access Jira to read the comment.

Previously, the internal comment text was included directly in the notification email.

To clarify the scope:

* We are referring specifically to internal comments, not public replies or customer-facing notifications.
* These are Jira’s native notification emails, not emails generated by Automation rules.
* Notifications are delivered successfully; the issue is the missing comment content.
* The full internal comment remains visible in Jira.
* JSM customer notifications still include the message content.

We have an open case with Atlassian Support and have provided examples, but the responses so far have not made it clear whether this is an intentional change, a known issue, or a configuration-related problem.

Has anyone else noticed this behavior?

In particular:

* Did Atlassian recently change how internal note content is displayed in notification emails?
* Is there a setting or supported way to restore the internal comment text?
* Is there a public bug report or documentation explaining this behavior?

We are working on an Automation-based workaround to send the full internal comment to the assignee and watchers, but would prefer to understand and restore the native behavior if possible.

Any similar experiences, solutions, or documentation would be appreciated. Thanks!

Mihai_LeanZero · Answer

Arkadiusz's pointer is the one I'd follow. The catch is the word "managed".

Atlassian counts any account not claimed on a verified domain as external, so an agent with a company email can still be external if nobody claimed the account.

Quick check. In admin.atlassian.com open Directory > Users and one affected agent. Account type not Managed? Then go to Security > User security > External users, open the policy and look at "Email and notification visibility for external users". Block strips the comment out of the email.

Fix is Allow on that policy, or claim the accounts. Haven't reproduced this one myself, so it's probably the first thing to check rather than the answer.

Quick way to rule it in or out. Does the same agent still get the text on a public reply? That policy works per person, so it would blank every Jira email to them, public replies too. If public replies come through fine, it's not this.

Are the empty ones @mention emails or "Issue commented" ones? Mention emails don't include the comment body at all right now, there's an open suggestion for it (JRACLOUD-98548).

Arkadiusz Wroblewski · Answer

Hi @Gabriel Belleboni ,

In May, there was a similar issue in which Jira notifications suddenly stopped including comment text. The cause turned out to be an organization-level security setting:

https://community.atlassian.com/forums/discussion/3237432/why-do-jira-cloud-email-messages-not-show-comments-all-of-a-sudden

Atlassian also documents email content restrictions for external users, though these shouldn't affect managed internal agents.

https://support.atlassian.com/security-and-access-policies/docs/control-email-content-and-notification-visibility/

Does this affect all agents across multiple JSM spaces?