Slow transition triggered by an automation rule when an issue is shared with an organization

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    • 11
    • Severity 2 - Major
    • 44

      Summary

      A transition on comment triggered by an automation rule can take a long time to occur when a Service Desk issue is shared with an organization containing a high number of customers.

      Steps to reproduce

      In a Service Desk project:

      • Create an automation rule that triggers a transition when a comment is added to a request
      • Create an organization with a high number of customers (for example 800)
      • Configure an outgoing mail server in ⚙ > System > Outgoing Mail
      • Make sure that customers notifications are enabled when a comment is added to a request
      • Create a Service Desk request and share it with the organization
      • Add a comment to the request

      Expected behavior

      The request should transition immediately to the new status.

      Observed behavior

      • The request takes a while to transition (20-30 seconds)
      • Depending on how big is the organization, a notification can be delayed up to 40 minutes

      Workaround

      No good workaround at the moment, besides disabling the comment notifications, or reducing the number of customers in the organization.

      More details about the root cause of this issue

      The issue is related to email notification handling.

      Preconditions:
      1) Issue is shared with organization
      2) Comment notifications are enabled
      3) Outgoing email server is configured

      When this is the case, we iterate over each member of the organization and check his status (which results in a couple of DB queries). When there are 800+ people in the organization we end up with ~3000-4000 queries just for a single comment, which will slow down the transition.

            Assignee:
            Unassigned
            Reporter:
            Julien Rey (Inactive)
            Votes:
            13 Vote for this issue
            Watchers:
            20 Start watching this issue

              Created:
              Updated:
              Resolved: