When closing a document conversation (or the record it is associated with) or a Connect Chat conversation as end user, the live_group_member is not set to inactive which can cause slowness in live feed - Known Error

When closing a document conversation (or the record it is associated with) or a Connect Chat conversation as end user, the live_group_member is not set to inactive which can cause slowness in live feed Description When closing a document conversation (or the record it is associated with) or a Connect Chat conversation as end user, the live_group_member is not set to inactive which can cause slowness in live feed

Steps to Reproduce

Scenario 1:

As an itil user go to a list of incidents. 2. Click the checkbox at the bottom of the list to select all records and then use the dropdown to choose the Follow on live feed. this will follow all of the records at once and you can repeat it as many times as needed to cause the slowness, but 100 records should be enough for you to start to see an impact. 3. go to live feed in the navigator 4. Check the related SQL for the page load and see that the /live_feed/conversations api is slow and pulling back unnecessary data.

Expected behavior: We shouldn't need to bring back all that data at once when the page loads. Also we might want to close out a conversation if the associated record has been closed out.

Actual behavior: We are pulling in a lot of data for old records and this can cause slowness.

Scenario 2:

Initiate a Connect Support chat as an end user End the chat Expected Behavior: When the chat has ended, the State field for the associated entry in live_group_member table should be set to 'Inactive'. Similarly the Visible field should be reset to False otherwise it will cause the system to reload these records everytim the user initiates a chat and cause slowness issues.

Actual Behavior: State field remains set to 'Admin' and Visible field to 'True' on the live_group_member table which results in these records unnecessarily

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In or Intended Fix Version

As a workaround, customers can set up a scheduled job that performs a cleanup of the live_group_member table with a script similar to the one below, which pulls up all records in this table that are older than a week with State <> Inactive and Visible = True and sets the state to Inactive and Visible to False:

****************START SCRIPT****************************************

var gr = new GlideRecord('live_group_member');

gr.addEncodedQuery('state!=inactive^visible=true^sys_created_on gr.query();

gs.log('START SCRIPT: live_group_member records where State<>inactive and Visible=True and Created before last week :: rowcount = '+ gr.getRowCount());

while (gr.next()) { gr.state='inactive' gr.visible='false'; gs.log('Updated STATE AND VISIBLE fields'); gr.update();

}

*****************END SCRIPT***************************************