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  1. Jira Service Management Cloud
  2. JSDCLOUD-15487

Assist app remove the agent user from agent channel as soon as added to the channel, if the user has access for more than 1000 projects

    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Medium Medium
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      Issue Summary

      When an agent user is added to the Slack agent channel, after that user is removed from the agent channel with following message immediately.

      @<user name> 
      isn't an agent in your <project name> service project, so we've removed them from this channel and sent an access request to your admins.
      

      This is happened if the site has many projects and the user has access for more than 1000 projects.

      Currently, there is 1000 projects limits which backend system can retrieve the user's projects.
      So if the user has access for more than 1000 projects as an agent (permission: SERVICEDESK_AGENT, BROWSE_PROJECTS, ASSIGNABLE_USER), system fails to get the user's permission for the project. Then Assist remove the user from the channel.

      Steps to Reproduce

      1. The site has more than 1000 projects and user has access for more than 1000 projects.
      2. Add that user to the agent channel
      3. Assist app remove the user from agent channel

      Expected Results

      Agent user is added to the agent channel successfully.

      Actual Results

      Agent user is removed from the agent channel as soon as the user is added

      Workaround

      Decrease the number of projects that the user has access. Once the user can be added to a channel, the user's permissions can be reverted.

            [JSDCLOUD-15487] Assist app remove the agent user from agent channel as soon as added to the channel, if the user has access for more than 1000 projects

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              Unassigned Unassigned
              b6d0bc030f4a R. Fujimura
              Affected customers:
              2 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated: