Exalate Jira cloud can't find proxy user

General Questions
,
1

We in the process of setting up a sync between two Jira cloud instances.

When processing comments that belong to a role or group, the Exalate proxy user doesn’t have permission to move these comments.

However when we look at the list of users in each instance, we cannot find the Exalate proxy user.

If we could find this, I can set the correct permissions.

According to the documentation this user should have been automatically created, but doesn’t appear to have been.

Thanks

2

Hi @callum

Welcome to the Exalate Community !

You’re correct that Exalate uses a proxy user to perform actions (like creating comments) on behalf of the remote instance. On Jira Cloud, the proxy user is typically created automatically during the Exalate app installation, and it’s usually named something like ‘Exalate’.

Here are some key points and troubleshooting steps:

  1. Proxy User Visibility

    • On Jira Cloud, the proxy user is not a regular user you can find in the standard user management screens.

    • It is an Atlassian Connect App user, which means it appears as an “App” rather than a person.

  2. How to Identify the Proxy User

    • When Exalate performs an action (like creating a comment), the author will appear as something like “Exalate” or “Exalate Integration” in the issue history or comment author field.

    • You can check the author of a comment or change made by Exalate to see the exact name.

  3. Permissions for the Proxy User

    • To grant permissions, you need to add the Exalate app user to the appropriate project roles or permission schemes.

    • In Jira Cloud, go to Project Settings → Permissions, and look for entries like “atlassian-addons-project-access” or “Exalate Connector” in the permission scheme.

    • The Exalate app user is usually part of the atlassian-addons-project-access group, which should have the necessary permissions.

  4. If the Proxy User Is Missing

    • If you don’t see any actions performed by “Exalate” or similar, or if the app user is not present, try the following:

      • Reinstall the Exalate app on your Jira Cloud instance.

      • Ensure the app has been granted all required permissions during installation.

      • After reinstalling, check the project permissions again for the atlassian-addons-project-access group.

Let me know if you need further assistance.

Thanks,

Sonal

3

Hi Sonal,

Thank you for your reply.

We have managed to find the Exalate user in the permissions scheme and have granted it access to all the areas it needs for comments.

However group comments are still not syncing.

How do I add the Exalate user or atlassian-addons-project-access to other groups so it can see group protected comments