Troubleshooting in Jira Cloud

Problem User fields don't sync assignee, reporter, watchers, voters, or custom fields of type User. Synchronization works, no specific errors are raised by Exalate. When syncing, the issue remains unassigned and the reporter field is empty. Cause...

Problem You're syncing statuses with the Jira Cloud instance and you've got an error that mapping cannot be found.  Error Details: javax.script.ScriptException: com.exalate.api.exception.IssueTrackerException: Can not get workflow scheme fo...

Problem Errors when creating or updating an issue. Possible error detail: It is not on the appropriate screen, or unknown. Cause The field is not associated with the Create Issue Screen or the Update Issue Screen. You need to associate the ...

Problem Error detail: The add-on host returned HTTP response code 500 when we tried to contact it during installation. Please try again later or contact the add-on vendor. Cause JIRA Cloud is SaaS subscription service and resources are l...

Problem Error detail: javax.script.ScriptException: com.exalate.replication.services.api.issuetracker.rest.TrackerRestException: Rest exception while getting user by username `null` Response status code: 404 Response body: {"errorMess...

Problem When updating worklogs or comments in Jira Cloud the sync does not start automatically. Solution To  enable worklog and comment webhook processing you need to raise a support request to our Service Desk directly. Or just send an e-mail ...

Problem When synchronizing attachments to Jira Cloud you may experience an error related to the filename size. The error looks like this: Error detail: There was a problem trying to post attachment 2021-06-07 13.38.52 - {filename} for issue...

Problem Custom fields do not sync the values. Cause The issue may occur if the custom field you are trying to sync is not available on the Issue View screen. The sync usually goes without any specific errors but the custom field values may not be...

Problem When syncing subtasks between team-managed projects, the sync fails and responds with the error message: Error detail: "Field Field 'summary' cannot be set. It is not on the appropriate screen, or unknown.: summary." Cause The iss...

Problem Exalate reports an error that it has no permission to comment on the issues. Cause The problem occurs whenever a Jira administrator sets a jira.permission.comment.group  Workflow   property to prevent users from commenting on the ...

Problem Syncing large attachments persistently fail and cause time-out errors. Cause Exalate for Jira Cloud has a 'time-out' set to 2 minutes. Exalate might time out during large uploads because of the session timeouts. Solution To  increase a ...

Problem Starting sync from the issue view responds with the following error message: Error detail: Incoming sync: first sync error Project key is not set. You need to set a project key in the Sync Rules for {0} connection. Cause The prob...

Problem Jira Service Management internal comments are sent to the remote instance. The Outgoing sync includes a script to filter out internal comments. Cause Jira Cloud REST API has a limitation so Exalate cannot check whether the comment is inte...

Problem Sometimes when creating multiple Connections between Jira Cloud and other task management systems, you might bump into an issue where the list of projects is not loading. It happens rarely, most of the cases occur when setting up 3 or more...

Problem Error Details: java.sql.SQLException: Incorrect string value: '\xF0\x9F\x98\x8A",...' for column 'PAYLOAD'. Cause Some versions of MySQL don't support emojis in the description or comments of issues, raising exceptions like this. ...

Problem Error details: ERROR: Field The issue type selected is invalid.: issueType Cause This is a common problem related to an Atlassian bug . After you delete a next-gen project, the issue type "scope" of that project is deleted, but not th...

Problem Connect Operation does not sync existing comments, attachments, and worklogs. Cause Connect operation on JIRA Cloud is available using  Connect issues   button, located on the right sidebar, next to the Exalate button. It does not in...

Problem  After changing the Site URL in Jira Cloud, the Exalate application and its functionalities may experience issues. Cause  Exalate relies on the original Site URL for its operations in Jira Cloud. When it's changed, it disrupts the co...