You should double-check the "Issues Search" value in the Gerrit configuration page. Usually that would be something like
tr:%s. Whatever that happens to be, replace the
%s with the JIRA ticket key, and search in Gerrit for that string (i.e., if it's JIRA-123, then look for "tr:JIRA-123" or "message:JIRA-123"). If Gerrit itself does not return anything for that search query, then the Gerrit plugin also cannot show anything, and you should try changing the search predicate for something more appropriate.
In my shop, we use
"message:%s" and it works fine
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