Iphone: Ramya and I are not able to sync cases in City Worker

vanessacalderon commented 6 years ago

I am not able to sync cases in Iphone. I can log in but nothing else happens. Trying Android but does not seem to move beyond the home screen. I do not belong to any groups. Same setting for now as Gerardo and he is able to log in.

I am not able to test.

@Jailalwani @jqr @davemitchell

davemitchell commented 6 years ago

What user account? The one associated with vanessa.calderon@boston.gov is a member of nearly every queue in the system, and would be trying to sync over 95,000 cases. As previously discussed, you'll need to test CW with a user account configured with a more typical user queue membership and workload reflecting a few hundred (or at most maybe a few thousand) cases.

davemitchell commented 6 years ago

Here's a list of users that are currently members of too many queues for using CW (and the related worklist size):

Belmonte, Gina                | gina.belmonte@bost |   96,144
Boyd, Shanice                 | shanice.boyd@bosto |   96,143
Brandao, Isabella             | isabella.brandao@b |   96,158
Braun, Kirsten                | kirsten.braun@bost |   96,143
Brighenti, Amelia             | amelia.brighenti@b |   96,143
Brohel, Michael               | michael.brohel@bos |   11,414
Brookins, Makerra             | makerra.brookins@b |   96,143
Brown, Derren                 | derren.brown@bosto |   96,143
Calderon, Vanessa             | vanessa.calderon@b |   96,145
Cardarelli, Mark              | mark.cardarelli@bo |   11,414
Cavanaugh, Michael            | michael.cavanaugh@ |   96,155
Christopher, Allyn            | allyn.christopher@ |   96,163
Cohen, Henry                  | henry.cohen@boston |   96,143
Coveney, Lisa                 | lisa.coveney@bosto |   96,143
Crowe, Justin                 | justin.crowe@bosto |   96,144
Daverman, Natacha             | natacha.daverman@b |   96,168
Ellison, Delores              | delores.ellison@bo |   96,155
Flanigan, Darcie              | darcie.flanigan@bo |   96,186
Gonzalez, Tomas               | tomas.gonzalez@bos |   78,070
Graham, D'Kyah                | dkyah.graham@bosto |   96,154
Gregorio, Darlene             | darlene.gregorio@b |   11,419
Hampel, Andrea                | andrea.hampel@bost |   96,143
Hawat, Georges                | georges.hawat@bost |   96,143
Heiskell, Gregory             | gregory.heiskell@b |   96,155
Johnson, Aisha                | aisha.johnson@bost |   96,143
Joyce, Sarah                  | sarah.joyce@boston |   96,156
Kennedy, Colleen              | colleen.kennedy@bo |   96,143
Kotha, Ramya                  | ramya.kotha@boston |   96,143
Luscinski, Virginia           | virginia.luscinski |   96,143
Maldonado, April              | april.maldonado@bo |   11,417
Marte, Vanessa                | vanessa.marte@bost |   96,143
McDonough, Francis            | francis.mcdonough@ |   96,150
Mejia, Gidget                 | gidget.mejia@bosto |   96,143
Mitchell, Elissa              | elissa.mitchell@bo |   96,143
Murphy, Maureen               | maureen.murphy@bos |   96,143
Newman, Conor                 | conor.newman@bosto |   96,169
O'Connor, Michael             | michael.p.oconnor@ |   96,184
Osgood, Chris                 | chris.osgood@bosto |   13,465
Palmer-Glover, Lisa           | lisa.palmer@boston |   96,143
Rabb, Cerise                  | cerise.rabb@boston |   96,143
Ronalds-Hannon, Susana        | susanna.ronalds-ha |   96,143
Samajdwar, Shatanik           | shatanik.samajdwar |   96,143
Silva, Brittany               | brittany.silva@bos |   96,143
Washington, Mattie            | mattie.washington@ |   96,143

vanessacalderon commented 6 years ago

Ramya does not belong to any groups nor does she created cases and she cannot sync either

vanessacalderon commented 6 years ago

I think Dave that is not the issue @davemitchell

vanessacalderon commented 6 years ago

Users that belong to group All queue access. Neither Ramya nor I are included in the list

Aisha Johnson Allyn Christopher Amelia Brighenti Andrea Hampel Brittany Silva Call Center Agent Cerise Rabb Colleen Kennedy Conor Newman D'Kyah Graham Darcie Flanigan David Tran Delores Ellison Derren Brown Elissa Mitchell Francis McDonough Georges Hawat Gidget Mejia Gina Belmonte Gregory Heiskell Henry Cohen Isabella Brandao Jennifer Calderon Johnny Evans Justin Crowe Kirsten Braun Lisa Coveney Lisa Palmer-Glover Makerra Brookins Mattie Washington Maureen Murphy Michael Cavanaugh Michael O'Connor Natacha Daverman Rocco Corigliano Sarah Joyce Shanice Boyd Shatanik Samajdwar Susana Ronalds-Hannon Vanessa Marte Virginia Luscinski

vanessacalderon commented 6 years ago

here is a screenshot Dave. No queues, no groups

vanessacalderon commented 6 years ago

Also, in your list you have Chris Osgood and April Maldonado. We need to talk about you queue/group limitation to understand how we are going to resolve this. @Jailalwani

jqr commented 6 years ago

To be clear, the issue is not the number of Groups / Queues that someone belongs to, it is the total number of items to sync. At 5k+ items, the mobile client will start to perform and sync more slowly. 93k is just too many.

While investigating this I've noticed #141 which was likely to be confusing things during testing. I've deployed a fix, resynchronized all Queues and Vanessa and Ramya now have 0 Queues assigned as expected.

Here is an updated list of Users with more than 4k Tickets to sync.

| Active Users | Email | Worklist | |-------------------------------|--------------------|----------| | Belmonte, Gina | gina.belmonte@bost | 92,146 | | Boyd, Shanice | shanice.boyd@bosto | 92,145 | | Brandao, Isabella | isabella.brandao@b | 92,160 | | Braun, Kirsten | kirsten.braun@bost | 92,145 | | Brighenti, Amelia | amelia.brighenti@b | 92,145 | | Brohel, Michael | michael.brohel@bos | 7,403 | | Brookins, Makerra | makerra.brookins@b | 92,146 | | Brown, Derren | derren.brown@bosto | 92,146 | | Caminero, Bilson | bilson.caminero@bo | 4,440 | | Cardarelli, Mark | mark.cardarelli@bo | 7,403 | | Cavanaugh, Michael | michael.cavanaugh@ | 92,158 | | Choe, Katie | katie.choe@boston. | 4,583 | | Christopher, Allyn | allyn.christopher@ | 92,166 | | Clemente, Jami | jami.clemente@bost | 4,451 | | Cohen, Henry | henry.cohen@boston | 92,146 | | Coughlin, Brian | brian.coughlin@bos | 5,636 | | Coveney, Lisa | lisa.coveney@bosto | 92,146 | | Crowe, Justin | justin.crowe@bosto | 92,147 | | Daverman, Natacha | natacha.daverman@b | 92,171 | | Duret, Victor | victor.duret@bosto | 4,200 | | Ellison, Delores | delores.ellison@bo | 92,159 | | Flanigan, Darcie | darcie.flanigan@bo | 92,190 | | Gonzalez, Tomas | tomas.gonzalez@bos | 74,058 | | Graham, D'Kyah | dkyah.graham@bosto | 92,158 | | Gregorio, Darlene | darlene.gregorio@b | 7,408 | | Hampel, Andrea | andrea.hampel@bost | 92,147 | | Hawat, Georges | georges.hawat@bost | 92,147 | | Heiskell, Gregory | gregory.heiskell@b | 92,159 | | Johnson, Aisha | aisha.johnson@bost | 92,147 | | Joyce, Sarah | sarah.joyce@boston | 92,160 | | Kennedy, Colleen | colleen.kennedy@bo | 92,147 | | Luscinski, Virginia | virginia.luscinski | 92,147 | | Maldonado, April | april.maldonado@bo | 7,406 | | Manning, Michael | michael.manning@bo | 4,419 | | Marte, Vanessa | vanessa.marte@bost | 92,147 | | McDonough, Francis | francis.mcdonough@ | 92,154 | | Mejia, Gidget | gidget.mejia@bosto | 92,147 | | Mitchell, Dave | dave@connectedbits | 5,483 | | Mitchell, Elissa | elissa.mitchell@bo | 92,147 | | Murphy, Maureen | maureen.murphy@bos | 92,147 | | Nee, Daniel | daniel.nee@boston. | 4,570 | | Newman, Conor | conor.newman@bosto | 92,173 | | O'Connor, Michael | michael.p.oconnor@ | 92,188 | | Osgood, Chris | chris.osgood@bosto | 9,456 | | Palmer-Glover, Lisa | lisa.palmer@boston | 92,147 | | Rabb, Cerise | cerise.rabb@boston | 92,147 | | Ronalds-Hannon, Susana | susanna.ronalds-ha | 92,147 | | Samajdwar, Shatanik | shatanik.samajdwar | 92,147 | | Silva, Brittany | brittany.silva@bos | 92,147 | | Somers, Michael | michael.somers@bos | 4,973 | | Tilton, Sierra | sierra.tilton@bost | 4,580 | | Vardaro, Mike | mike.vardaro@bosto | 4,004 | | Washington, Mattie | mattie.washington@ | 92,147 |

vanessacalderon commented 6 years ago

Thanks Elijah, I am able to open Android. However, when I click on workgroups, the app crashes. This does not happen in Iphone. Going back to case visibility which seems to be the issue here, how are the same users in the list seeing cases in the current City Worker? According to Elissa some of the users in the list have the same case visibility as in Lagan. Maybe in the current CW they are only seeing open cases and most recent closed in CW? Maybe we could do that.....?

davemitchell commented 6 years ago

The list of queues for supporting a user work list is not the same as a list of all queues a user can see. This is true in CW/Lagan today as well. The work list is intended to be only queues that the user is (or could be) responsible for—that is, actually complete tasks on.

jqr commented 6 years ago

@vanessacalderon I think the Android issue should be tracked separately, would you make a GitHub Issue for it?

Cases are synced to clients under a few circumstances:

Is/was in a Queue they currently belong to, either directly or indirectly through Group hierarchies.
Is/was assigned to the User.
Was created or completed by User.

All of these are limited to open + closed recently(1 week). Older data is expunged regularly from the clients. Newer versions of Spot Mobile are expected to remove sync limits entirely, but it's not ready for public release quite yet.

I think it would be beneficial to pick a single User to inspect where we have disagreement between the systems of what data the User should have in their worklist. Pick a person and I'll make a report on which Cases they can see, and why, then we can have a discussion of that rationale.

vanessacalderon commented 6 years ago

I like that idea. I will add myself to the district group attached to the district queues and see how many cases I should see. Since I don't really understand why we migrated closed cases from 5 years ago and why CW would even want to sync that, do you want me to break it down by close/open in case we want to cap the closed cases?

vanessacalderon commented 6 years ago

I added myself to the qt3_PWD Staff District Queue Access and I can see 124 open cases (I count 125 open cases). I also count 290,445 closed or closed(transferred) cases.

vanessacalderon commented 6 years ago

ignore the project comment above. Was testing something.

vanessacalderon commented 6 years ago

Ok, I added myself to qt4_PARK Tree Staff which is a member of 4 park tree queues.

I think this is more related to an issue we had with the totals in filter not matching the total in worklist. I will find the github and relate it. When I check my worklist in CW, I have 3,332 open cases but in SF i see 3,333. Again one off or two actually since I have a PWD street cleaning SR in my work list. Now if I filter by queue/ type in CW and compare it to the number of open cases I have by queue / subject in Salesforce, I don't get the same amount. I would expect the breakdown by filter would still add up to the total in CW.... Salesforce CW Worklist CW by queue Does not add up to 3,332

CW by type does add to 3,332

jqr commented 6 years ago

Since I don't really understand why we migrated closed cases from 5 years ago and why CW would even want to sync that

I think being able to search historically for Tickets has some value, also we have a few upcoming features that are likely to make use of this.

More generally though, reasoninig about data between both systems is much easier if we can just assume that all Cases are also available in Spot Server. It certainly makes things like verifying counts easier.

jqr commented 6 years ago

Note that nearly all numbers below are not mutually exclusive. For example, you may have acccess to 2 Tickets directly and 3 through a Queue, but that could total anything from 2-5 because some of these are redundant.

Also note that what I'm describing below is data that will be synchronized to your mobile client, its not the same as worklist, although it is a superset of worklist.

Your account is in 4 Queues, all indirectly through the Group "qt4_PARK Tree Staff". And that Group is directly in each Queue and indirectly as well, through a second Group, like "qt0_PARK Tree Maintenance Request".

PARK Tree Maintenance Request
  qt0_PARK Tree Maintenance Request
    qt4_PARK Tree Staff
      Vanessa
  qt4_PARK Tree Staff
    Vanessa

PARK Tree in Park
  qt4_PARK Tree Staff
    Vanessa
  qt0_PARK Tree in Park
    qt4_PARK Tree Staff
      Vanessa

PARK New Tree Requests
  qt4_PARK Tree Staff
    Vanessa
  qt0_PARK New Tree Requests
    qt4_PARK Tree Staff
      Vanessa

PARK Tree Emergencies
  qt0_PARK Tree Emergencies
    qt4_PARK Tree Staff
      Vanessa
  qt4_PARK Tree Staff
    Vanessa

Your account will sync 3396 Tickets, 73 were directly associated with your user, and 3333 are associated through a Queue.

Directly Associated - 73 Tickets

``` 200982977 200982999 200983033 200983050 200983090 200983091 200983109 200983111 200983115 200983116 200983119 200983121 200983122 200983123 200983224 200983225 200983226 200983460 200983617 200983687 200983707 200983709 200983712 200983713 200983754 200983761 200983763 200983766 200983767 200983769 200983774 200983831 200983832 200983834 200983841 200983843 200983845 200983852 200983853 200983900 200983933 200983951 200983954 200984016 200984017 200984019 200984023 200984026 200984028 200984030 200984032 200984034 200984039 200984047 200984048 200984056 200984057 200984060 200984152 200984155 200984157 200984159 200984161 200984163 200984164 200984167 200984170 200984173 200984175 200984177 200984179 200984183 101002594391 ```

PARK Tree Maintenance Request - 1545 Tickets

``` 200983230 200983462 200983670 200983671 200983672 200983763 200983766 200983767 200983769 200983774 200983935 200983939 200983945 200984198 200984206 200984208 200984211 101001411351 101001425296 101001542142 101001758332 101001795648 101001811027 101001852041 101001854304 101001869741 101001876670 101001878272 101001879905 101001884053 101001893781 101001914228 101001949400 101001951859 101001951860 101001964311 101001968778 101001976756 101001998337 101002022240 101002024771 101002028175 101002051196 101002054385 101002060217 101002063840 101002067583 101002076098 101002078030 101002085644 101002087667 101002088903 101002089122 101002091150 101002092508 101002103168 101002103396 101002106376 101002106754 101002114579 101002115246 101002146602 101002148245 101002150412 101002152148 101002158771 101002160380 101002162611 101002162618 101002162690 101002162692 101002162695 101002163626 101002163682 101002163795 101002163808 101002164727 101002164789 101002165865 101002171356 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101002597794 101002597844 ```

PARK Tree in Park - 204 Tickets

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PARK New Tree Requests - 1579 Tickets

``` 200983418 200983687 200983761 200983862 200983900 200984210 101001800238 101001807946 101001809990 101001847571 101001851029 101001863397 101001869206 101001873015 101001881988 101001917639 101001924488 101001924726 101001932782 101001946947 101001946993 101001951192 101001963655 101001964379 101001964380 101001964383 101001996274 101002003677 101002004470 101002012814 101002012821 101002012824 101002012831 101002028813 101002028855 101002032068 101002051035 101002051041 101002051284 101002051416 101002051833 101002055722 101002057947 101002059846 101002060575 101002060591 101002066191 101002066509 101002067878 101002067884 101002067889 101002067915 101002067921 101002067926 101002067927 101002067931 101002067936 101002067947 101002067950 101002067953 101002067954 101002067957 101002067960 101002067963 101002067965 101002067970 101002067973 101002067976 101002067977 101002067978 101002067979 101002067981 101002067983 101002067984 101002068405 101002068452 101002068493 101002068500 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PARK Tree Emergencies - 7 Tickets

``` 200983460 200983687 200983709 200983835 101002595636 101002596744 101002597794 ```

I'll try to do further analysis on the wordlist and filter totals you provided.

jqr commented 6 years ago

The rules for worklist are complex enough that I couldn't find a combination of removing them one by one which resulted in the count you gave. I think doing the next step from your side makes the most sense. If you can tell me the 1 Ticket that we're missing I ought to be able to dig in deeper.

vanessacalderon commented 6 years ago

Ok, I will have to dig in deeper into your matrix like email when I return from Spain. The directly associated to me puzzles me at first. Just wanted to clarify the terms so we know what we mean when we talk about group, queue, ownership or association. In SF we are relating users to a group(s) and a group(s) to queues. We have some users, aka Dave, in queues associated directly but that is not the model we should be aiming for. In SF a queue has cases and queues own cases in our model. Users view queues indirectly through group membership and do not own cases. In CW users can own tasks (a component of a case) but this is not reflected in SF nor does it cause any change in ownership of the case.

jqr commented 6 years ago

In CW users can own tasks (a component of a case) but this is not reflected in SF nor does it cause any change in ownership of the case.

This is not true, CW uses the Incapsulate PATCH Activities API to update the owner_id when a Ticket is assigned within CW. I'm not sure if this data is visible in SF, but we definitely see it via the API.

vanessacalderon commented 5 years ago

This is not visible in SF. Whatever you do assigning tasks does not modify the ownership of the case in SF.

vanessacalderon commented 5 years ago

I still cannot understand the sync. I have access to this SF says there are 3337 cases in the 4 queues I see, which is off by 1 with the total in CW. This one seems to be the PWD Street Cleaning SR that it is CW but not in SF. However, the totals for 3/4 queues don't match. The only one that matches in PARK Tree In Park

vanessacalderon commented 5 years ago

look at PARK Tree Emergencies. When I filter by that in CW (8 cases), there are 2 cases that do not belong to that queue according to SF: 200984256 and 200984257.

vanessacalderon commented 5 years ago

as for the issue with the all queue access group, I think the decision is to have all those users go directly to V5 of CW. The workgroup in CW looks odd because it is including more users than the ones that are truly in your team handling work. For example, it will include all the call center members who do have access to all queues for visibility purposes, not for being responsible of carrying on the work resolving the case/task. I am not sure how the users will find this list useful or not seeing more people than needed if they want to assign work to their team members

vanessacalderon commented 5 years ago

I did the test of the queue count in Android.

jqr commented 5 years ago

Beware: The counts are not as simple in V4, there are quite a few filters implicitly applied. Private cases are removed from counts, closed more than 7 days, etc.

vanessacalderon commented 5 years ago

Roger that. But for that reason, I would expect that CW count would always be lower, not higher like in the three queues where there is a mismatch..... Case 200984257 in SF is in PARK Tree In Park queue, not Park Tree Emergencies and it was created on 11/20/2018, just 17 days ago.

jqr commented 5 years ago

But for that reason, I would expect that CW count would always be lower, not higher like...

Agree.

Spot Server sees Case 200984257 as being in Queue PARK Tree in Park. This sounds like a situation where perhaps your device is out of sync with the server. I show the last change to this object was at 2018-11-20 19:28:35 UTC.

There are no known cases where clients go out of sync like this so I'd love to hear more about your device.

What device?
What OS?
What build?
When did you last log in (roughly)?
Anything else you think would be helpful?

vanessacalderon commented 5 years ago

Well, I have 2 phone "potatoes" like we say in Spain, meaning old stuff. I just ran the report and looked at the two phones. Numbers still higher though...

Iphone 6

Android

jqr commented 5 years ago

If those users are going to Spot 5 directly then we should probably wait for testing there. Spot 5 dramatically simplifies scoping and makes all of this much easier to verify.

vanessacalderon commented 5 years ago

@Jailalwani - agreed

CityOfBoston / CityWorker-issues-Incapsulate

Iphone: Ramya and I are not able to sync cases in City Worker #140