Issue with Comment Edit Synchronization between Jira Cloud and Azure DevOps Cloud

General Questions
1

Hello, good morning.

I am experiencing an issue with the synchronization between Jira Cloud and Azure DevOps Cloud using Exalate. The error occurs when an issue coming from Jira is being updated in DevOps, specifically related to comment handling.

After analyzing the situation, these are my findings:

  • Creating a ticket in Jira and synchronizing it to DevOps always works correctly.
  • Comment editing in Jira is disabled (this option is blocked on purpose).
  • Comment editing in DevOps is allowed. I tried to disable this option but it seems it is not possible.
  • The error does not always occur when editing a comment in DevOps.
  • When I edit a comment in DevOps, the comment is correctly updated and synchronized back to Jira.
  • If I edit the same comment again in DevOps, it updates again in Jira without issues.
  • I do not know exactly when the error starts occurring, but once it happens, I provide below the exception log to help diagnose.
  • After the error occurs, the synchronization stops working for any further updates on that ticket in both directions.

I have also tried to modify the Incoming Sync script to iterate over the comments and exclude edited comments, but I was not able to achieve this. Anyway, this would not be an ideal solution, just a workaround.

For authentication, I am using an Azure DevOps admin token with full OWNER permissions.

Incoming Sync Script:

workItem.comments = commentHelper.mergeComments(workItem, replica)

Error Log:

Impact:
Issue
Sync for issue 98900 is blocked
Local issue:
98900
Remote issue:
GRO-27659
Connection:
JiraGRO_to_Devops
Error Type:
Issue Tracker Error
Error Creation Time:
Jun 27, 2025 08:04:46

Error Detail Message:
Bad response when Editing comment 14496441 - 400 - response body: VS403664: 
Unable to update the comment 14496441, you must be a creator of the comment to update it.

com.exalate.api.exception.IssueTrackerException: Bad response when Editing comment 14496441 - 400 - response body: VS403664: Unable to update the comment 14496441, you must be a creator of the comment to update it. at 
azurenode.services.node.client.AzureClient.filterResponse(AzureClient.scala:775) at 
azurenode.services.node.client.AzureClient.$anonfun$editComment$2(AzureClient.scala:719) at 
scala.concurrent.impl.Promise$Transformation.run(Promise.scala:470) at 
akka.dispatch.BatchingExecutor$AbstractBatch.processBatch(BatchingExecutor.scala:63) at 
akka.dispatch.BatchingExecutor$BlockableBatch.$anonfun$run$1(BatchingExecutor.scala:100) at 
scala.runtime.java8.JFunction0$mcV$sp.apply(JFunction0$mcV$sp.scala:18) at 
scala.concurrent.BlockContext$.withBlockContext(BlockContext.scala:94) at 
akka.dispatch.BatchingExecutor$BlockableBatch.run(BatchingExecutor.scala:100) at 
akka.dispatch.TaskInvocation.run(AbstractDispatcher.scala:49) at 
akka.dispatch.ForkJoinExecutorConfigurator$AkkaForkJoinTask.exec(ForkJoinExecutorConfigurator.scala:48) at java.base/java.util.concurrent.ForkJoinTask.doExec(ForkJoinTask.java:373) at 
java.base/java.util.concurrent.ForkJoinPool$WorkQueue.topLevelExec(ForkJoinPool.java:1182) at 
java.base/java.util.concurrent.ForkJoinPool.scan(ForkJoinPool.java:1655) at 
java.base/java.util.concurrent.ForkJoinPool.runWorker(ForkJoinPool.java:1622) at 
java.base/java.util.concurrent.ForkJoinWorkerThread.run(ForkJoinWorkerThread.java:165)

I would appreciate your help in understanding:

  • Why this issue is occurring.
  • If there is a recommended way to handle edited comments in DevOps without breaking synchronization.
  • If there is any configuration or script adjustment that can solve or mitigate this problem.

Thank you very much. Looking forward to your support.

Best regards,
Ángel.