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  1. Jira Service Management Data Center
  2. JSDSERVER-5918

Customers page loads slowly due to slow agent search

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    • 8
    • Severity 3 - Minor
    • 7
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      Hi everyone,

      This is Dhanapal from JSM Data Center team. We have identified the root cause for this bug, however fixing it requires a change in the permissions model of Jira.

      At this stage, to minimise the impact of this issue, we're working on improving the UX of the customers page - which should mitigate the effect of this bug.

      We will be providing any updates as they come. Thank you for your patience.

      Best,
      Dhanapal Mohanasamy | Senior Product Manager, Jira Service Management Data Center
      Show
      Hi everyone, This is Dhanapal from JSM Data Center team. We have identified the root cause for this bug, however fixing it requires a change in the permissions model of Jira. At this stage, to minimise the impact of this issue, we're working on improving the UX of the customers page - which should mitigate the effect of this bug. We will be providing any updates as they come. Thank you for your patience. Best, Dhanapal Mohanasamy | Senior Product Manager, Jira Service Management Data Center

      Summary of behavior:

      The customer page can be slow to load the list of customers if the background search for agents does not complete in a timely manner.

      • When loading the customer page, JIRA Service Desk will search for agents so that agents can be excluded from the list of customers.

      Contributing Factors:

      • JIRA instance has hundreds or thousands of users with agent license
      • Agents are members of many nested groups
      • Customer Organizations are enabled (always enabled in JSD 3.3 and newer)

      Explanation of delay:

      • JSD gets a list of groups that give agent permission
      • Checks each user in each group to make sure they are active and that they have application access
        • The number of agents in the instance directly relates to the number of users that will be searched. More agents result in more users being searched, causing a longer delay.
      • The check for application access retrieves group membership for the user, including nested group membership.
        • The search of nested groups can cause the search to take longer than it would otherwise.

      Steps to reproduce:

      • Create JIRA Service Desk instance with 1000s of agents who are members of multiple nested groups
      • Attempt to load customers page
        • Observe delay
        • Compare with JSD 3.2 which did not perform this agent search when loading customer page.

      Example stacktrace:

      "http-nio-8080-exec-19 url:/rest/servicedesk/1/pages...arch username:username " #296 daemon prio=5 tid=0x00007f4f70008800 nid=0x1bef0 runnable [0x00007f3ff7bf7000]
   java.lang.Thread.State: RUNNABLE
	at java.util.LinkedHashMap.afterNodeInsertion(LinkedHashMap.java:299)
	at java.util.HashMap.putVal(HashMap.java:664)
	at java.util.HashMap.put(HashMap.java:612)
	at java.util.HashSet.add(HashSet.java:220)
	at com.atlassian.crowd.manager.directory.RemoteDirectorySearcher.findNestedGroupMembershipsIncludingGroups(RemoteDirectorySearcher.java:316)
	at com.atlassian.crowd.manager.directory.RemoteDirectorySearcher.findNestedGroupMembershipsOfUser(RemoteDirectorySearcher.java:347)
	at com.atlassian.crowd.manager.directory.RemoteDirectorySearcher.getParentDirectoryEntities(RemoteDirectorySearcher.java:235)
	at com.atlassian.crowd.manager.directory.RemoteDirectorySearcher.getRelatedDirectoryEntities(RemoteDirectorySearcher.java:220)
	at com.atlassian.crowd.manager.directory.RemoteDirectorySearcher.searchNestedGroupRelationships(RemoteDirectorySearcher.java:195)
	at com.atlassian.crowd.manager.directory.DirectoryManagerGeneric.searchNestedGroupRelationships(DirectoryManagerGeneric.java:917)
	at com.atlassian.crowd.manager.application.SingleDirectorySearchStrategy.searchNestedGroupRelationships(SingleDirectorySearchStrategy.java:93)
	at com.atlassian.crowd.manager.application.AbstractInMemorySearchStrategy.doNestedDirectoryMembershipQuery(AbstractInMemorySearchStrategy.java:143)
	at com.atlassian.crowd.manager.application.InMemoryNonAggregatingSearchStrategy.searchNestedGroupRelationships(InMemoryNonAggregatingSearchStrategy.java:193)
	at com.atlassian.crowd.manager.application.ApplicationServiceGeneric.searchNestedGroupRelationships(ApplicationServiceGeneric.java:2280)
	at com.atlassian.crowd.embedded.core.CrowdServiceImpl.searchNestedGroupRelationships(CrowdServiceImpl.java:286)
	at com.atlassian.crowd.embedded.core.CrowdServiceImpl.search(CrowdServiceImpl.java:200)
	at com.atlassian.jira.security.groups.DefaultGroupManager.getGroupsForUser(DefaultGroupManager.java:393)
...
	at com.atlassian.jira.security.groups.RequestCachingGroupManager.getGroupNamesForUser(RequestCachingGroupManager.java:188)
	at com.atlassian.jira.security.groups.RequestCachingGroupManager.getGroupNamesForUser(RequestCachingGroupManager.java:193)
	at com.atlassian.jira.security.DefaultGlobalPermissionManager.loadPermissions(DefaultGlobalPermissionManager.java:332)
	at com.atlassian.jira.security.DefaultGlobalPermissionManager.hasPermissionIgnoreRecovery(DefaultGlobalPermissionManager.java:347)
	at com.atlassian.jira.security.DefaultGlobalPermissionManager.hasPermission(DefaultGlobalPermissionManager.java:289)
...
	at com.atlassian.servicedesk.internal.permission.group.ServiceDeskAgentPermissionManagerImpl.hasJiraAccess(ServiceDeskAgentPermissionManagerImpl.java:96)
	at com.atlassian.servicedesk.internal.permission.group.ServiceDeskAgentPermissionManagerImpl.doGetUsersWithAgentLicense(ServiceDeskAgentPermissionManagerImpl.java:81)
	at com.atlassian.servicedesk.internal.permission.group.ServiceDeskAgentPermissionManagerImpl.getActiveUsersWithAgentLicense(ServiceDeskAgentPermissionManagerImpl.java:50)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentManager.getAllAgentsWithLimit(AgentManager.scala:92)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentManager.getAllAgents(AgentManager.scala:107)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentManager.getAgentsByProject(AgentManager.scala:67)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentService$$anonfun$getAgentsByProjectScala$2.apply(AgentService.scala:62)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentService$$anonfun$getAgentsByProjectScala$2.apply(AgentService.scala:60)
	at scalaz.$bslash$div.map(Either.scala:111)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentService.getAgentsByProjectScala(AgentService.scala:60)
	at com.atlassian.servicedesk.internal.feature.usermanagement.AgentService.getAgentsByProject(AgentService.scala:67)
	at com.atlassian.servicedesk.internal.rest.customers.CustomersPageDataProvider.getExcludedAgents(CustomersPageDataProvider.java:257)
	at com.atlassian.servicedesk.internal.rest.customers.CustomersPageDataProvider.getExcludedAgentsAndMembersInOrganizations(CustomersPageDataProvider.java:247)
	at com.atlassian.servicedesk.internal.rest.customers.CustomersPageDataProvider.performGetData(CustomersPageDataProvider.java:237)

      Workaround

      Agents may add customers and search for customers without waiting for the customer list to load.

      Methods to reduce the delay include:

      • Reduce number of agents in instance
      • Discontinue use of nested groups, or reduce amount of nesting so search will be quicker.

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
              Votes:
              7 Vote for this issue
              Watchers:
              12 Start watching this issue

                Created:
                Updated: