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There is a below property applied on workflow status.
Reporter is claiming that comment is not visible for him, the property is the reason for this issue?
Always appreciate your answer.
To answer your question: Yes, the status property probably is the reason the reporter is not able to comment on the issue. It limits the ability to edit an issue to a specific project role when the issue is in the workflow status.
This workflow property will also prevent the user from commenting on the issue or doing any actions with it. So it is the reason. Simply verify it by adding the person to the role if possible. :)
Welcome to the community
This properties will tell to Jira which role can edit the issue but it will not hide fields.
Can you make sure that the user is not in the projectrole used in the permission properties.