Bug 1399721

Summary: Intercom reconciler will repeatedly start-end-delete-recreate users until the reconciler receives updated information from Intercom
Product: OpenShift Online Reporter: Will Gordon <wgordon>
Component: WebsiteAssignee: Abhishek Gupta <abhgupta>
Status: CLOSED CURRENTRELEASE QA Contact: Will Gordon <wgordon>
Severity: medium Docs Contact:
Priority: unspecified    
Version: 3.xCC: aos-bugs, jokerman, mmccomas, wgordon, xtian
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Last Closed: 2017-04-05 20:54:23 UTC Type: Bug
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Description Will Gordon 2016-11-29 15:38:22 UTC 
Description of problem:
The reconciler will enter a loop of create user -> expire user -> delete OSO account -> recreate user for approximately 30 minutes, until it receives correct, updated information from Intercom that the user's subscription was successfully created. This causes users to receive a welcome email, followed shortly afterward by an expiration email before finally being able to login, causing a lot of confusion.


How reproducible:
A basic Intercom search produces 74 users created in just the past 30 days with this issue. Using the filter: Subscription start count > 1 && Subscription start first occurred < 30 days


Steps to Reproduce:
1. It is unknown to me why this only happens to some users


Additional info:

This issue was first discovered November 17, 2016
Comment 1 Abhishek Gupta 2016-11-29 19:06:07 UTC 
We have requested Ops to further increase the reconciler interval from 30m to 2h to mitigate this issue.

There is no action required from QE - @wgordon will monitor this bug and see if there are further cases of users hitting this issue.
Comment 2 Xiaoli Tian 2017-03-02 01:49:07 UTC 
@wgordon  Can you confirm if it fix customer's issue? If yes, please move the bug to verified.
Comment 3 Will Gordon 2017-03-02 13:34:32 UTC 
Investigating past 3 months of usage, this problem has not reoccurred.