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  1. Jira Service Desk Server and Data Center
  2. JSDSERVER-5918

Customers page loads slowly due to slow agent search

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      Description

      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.

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              Assignee:
              Unassigned
              Reporter:
              tevans Tim Evans (Inactive)
              Votes:
              5 Vote for this issue
              Watchers:
              8 Start watching this issue

                Dates

                Created:
                Updated: