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  1. Jira Service Management 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.

      Attachments

        Issue Links

          is related to

          Bug - A problem which impairs or prevents the functions of the product. JRASERVER-67502 RequestCachingGroupManager may accumulate too many objects in RequestCache during processing large user sets

          • Low - Low priority issues
          • Closed

          SDENG-640 Loading...

          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5884 Searching for users in the 'Invite team' dialog can lead to memory pressure and OutOfMemoryError in some situations

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3357 JIRA performance is degraded when using an Agent based license with lots of Agents

          • Medium - Medium priority issues
          • Gathering Impact

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-5677 When a Service Desk user is granted a Service Desk license and is part of the Service Desk Team role, this user does not show in the Customers list

          • Low - Low priority issues
          • Gathering Impact

          PSR-204 Loading...

          is cloned by

          JSDS-2829 Loading...

          mentioned in

          Page Loading...

          Page Loading...

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              Unassigned Unassigned
              tevans Tim Evans (Inactive)
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              Dates

                Created:
                Updated:

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