[JSDSERVER-5918] Customers page loads slowly due to slow agent search

Type: Bug
Resolution: Unresolved
Priority: Medium
Fix Version/s: None
Affects Version/s: 3.3.0, 3.4.0, 3.5.0, 3.6.0, 3.7.0, 3.8.0, 3.9.7, 3.10.0, 3.11.0, 3.12.0, 3.13.0, 3.14.0
Component/s: Customer Page (in Agent View)
Labels:
- bp76
- performance
- pse-request
- ril

Support reference count:
8
Symptom Severity:
Severity 3 - Minor
UIS:
8
Bug Fix Policy:
View Atlassian Server bug fix policy
Latest Update:

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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.

is related to

JRASERVER-67502 RequestCachingGroupManager may accumulate too many objects in RequestCache during processing large user sets

Closed

SDENG-640 Failed to load

relates to

JSDSERVER-3357 JIRA performance is degraded when using an Agent based license with lots of Agents

Closed

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

Closed

JSDSERVER-5884 Searching for users in the 'Invite team' dialog can lead to memory pressure and OutOfMemoryError in some situations

Closed

PSR-204 Loading...

is cloned by: JSMDC-2829 Loading...

links to

Internal ticket

mentioned in: Page Loading...; Page Loading...; Page Loading...

(1 relates to, 1 is cloned by, 1 links to, 3 mentioned in)

Form Name

Alex Cooksey added a comment - 13/Sep/2023 5:10 AM

Atlassian Update – 13 Sept 2023

Hi Everyone,

This is Alex from the Jira Service Management DC team. Thank you for raising this bug to our attention, and we appreciate your patience while we address it.

Although we won't directly address the root cause, we have some positive news regarding a solution. The team has made significant improvements to the user experience on the Customers Page in JSM Data Center Version 5.11. This includes implementing a search function to bypass the initial loading of all customers, providing clearer messaging on the loading screen to better communicate the wait time of the API query, and adding a timeout to the page that activates after 2 minutes without a response from the server.

Thank you again for all of your feedback around this bug, if you have any further issues please get in touch.

Best,

Alex

Alex Cooksey added a comment - 13/Sep/2023 5:10 AM Atlassian Update – 13 Sept 2023 Hi Everyone, This is Alex from the Jira Service Management DC team. Thank you for raising this bug to our attention, and we appreciate your patience while we address it. Although we won't directly address the root cause, we have some positive news regarding a solution. The team has made significant improvements to the user experience on the Customers Page in JSM Data Center Version 5.11. This includes implementing a search function to bypass the initial loading of all customers, providing clearer messaging on the loading screen to better communicate the wait time of the API query, and adding a timeout to the page that activates after 2 minutes without a response from the server. Thank you again for all of your feedback around this bug, if you have any further issues please get in touch. Best, Alex

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