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A proxy user is a user, that will be used to carry out any changes such as creating issues, updating data, adding comments and attachments, etc.

It's the user who impersonates external instances. All changes on local issues are performed on behalf of this user. You can use an existing user account or create a new one, specifically dedicated to the Exalate app. 


Changes made by the proxy user will not be synchronized.

If you set the administrator as a proxy user and create issues with the help of the 'create on behalf of ' Service Desk functionality, issues will not be synchronized.


The proxy user configuration depends on the issue tracking platform. 

How to set a proxy user on Jira Cloud

Atlassian creates the app user for Jira Cloud apps automatically. This user cannot be modified. The app user is a proxy user for Exalate.

The username is Exalate and email address is

The proxy user on Jira Cloud is a member of the following user-groups: 

  • atlassian-addons
  • atlassian-addons-admin
  • jira-core-users
  • jira-servicedesk-users
  • jira-software-users 

How to set a proxy user on Jira Server

Navigate to General settings in the Exalate admin menu to set the proxy user.

How to set up a proxy user on Zendesk

Navigate to Admin → Apps → Manage → Exalate app settings → App configuration

Exalate requires a dedicated Zendesk admin as a proxy user. 

Input the proxy user email address and the token generated by that user. Check how to generate access token for more details.

How to set a proxy user on Exalate for Servicenow

  1. Log in to the Exalted admin console
  2. Navigate to General Settings
  3. Input details:
    • Servicenow instance URL
    • Proxy user name
    • Proxy user password

The proxy user must have permissions to Create/Read/Update entities on ServiceNow instance. Check ServiceNow - Permissions for more details.

Required permissions

The proxy user needs permissions to create and change issue information.

In ServiceNow, proxy users can sync tables or attributes based on the access from their user role. Check ServiceNow - Permissions for more information.

The following permissions are required:

  • Browse Project
  • Create issue
  • Edit issue
  • Link issue
  • Transition issue: change statuses (on issue transition)
  • If comments are synchronized, the proxy user will need to add, edit, and delete a comment
  • If attachments are synchronized, the proxy user needs to add, and delete attachments
  • If work logs are synchronized, the proxy user needs to add, edit, and delete work log 
  • If security levels are synchronized, the proxy user needs to access the security levels
  • If you're using trigger the proxy user must be able to search issues. 

Jira Service Desk permissions

The proxy user needs to be a service desk agent.