Customer does not have access to #admins channel

[m-natarajan]

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Version Number:
Reproducible in staging?: Needs Reproduction
Reproducible in production?: Needs Reproduction
If this was caught on HybridApp, is this reproducible on New Expensify Standalone?:
If this was caught during regression testing, add the test name, ID and link from TestRail:
Email or phone of affected tester (no customers):
Logs: https://stackoverflow.com/c/expensify/questions/4856
Expensify/Expensify Issue URL:
Issue reported by: @maddylewis
Slack conversation (hyperlinked to channel name): ts_external_expensify_retain

Action Performed:

1. Log into NewDot account
2. Customer asks for a demo via Concierge chat (in New Expensify Support tier - assigned to Maddy)
3. Support sends link to #admins channel (where they can contact their setup specialist)
4. the URL (https://new.expensify.com/r/4589208521779054) takes the customer to a chat with Concierge
5. Support confirms they have a Setup Specialist assigned via their User Info
6. Support confirms they are a member of a workspace
7. Support asks if they see the admins channel in the LHN
8. Customer says they do not
9. Support supportals into the NewDot account and confirmed the admins channel doesn't exist

Expected Result:

Customer have the #admins channel in their account

Actual Result:

Customer do not have the #admins channel in their LHN

Workaround:

Unknown

Platforms:

Which of our officially supported platforms is this issue occurring on?

• Android: Standalone
• Android: HybridApp
• Android: mWeb Chrome
• iOS: Standalone
• iOS: HybridApp
• iOS: mWeb Safari
• MacOS: Chrome / Safari
• MacOS: Desktop

Screenshots/Videos

Add any screenshot/video evidence

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Issue Owner

Current Issue Owner: @maddylewis

[melvin-bot]

Triggered auto assignment to @abekkala (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details. Please add this bug to a GH project, as outlined in the SO.

[MelvinBot]

This has been labelled "Needs Reproduction". Follow the steps here: https://stackoverflowteams.com/c/expensify/questions/16989

[melvin-bot]

@abekkala Uh oh! This issue is overdue by 2 days. Don't forget to update your issues!

[abekkala]

@maddylewis I've been coming back and forth to this one because I have a lot of confusion with the title/action performed steps/screenshots. then, get sidetracked with other assignments.

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Customer asks for a demo

where are they asking this? within the concierge chat?

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Then, on the third screenshot - is it just that the page never loads, or it does load there just isn't an #admins room showing?

I feel like the screenshot doesn't match the Action Performed step. is the page not loading or the room not visible?

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what is the focus mode set to? Could that have anything to do with visibility of certain rooms on the LHN

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I'm not sure how to reproduce given it requires a 'real' account with a setup specialist and have them send a link. Unless I'm not understanding how I can repro in my own test account taking those steps myself.

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This doesn't lead anywhere for me. it shows me a slack error

Slack conversation (hyperlinked to channel name): ts_external_expensify_retain

[maddylewis]

Customer asks for a demo - where are they asking this? within the concierge chat?

yes! i received a chat in concierge from this customer asking for a demo (chat).

Then, on the third screenshot - is it just that the page never loads, or it does load there just isn't an #admins room showing?
the latter - the page loads but the #admins room doesn't show. it should be showing there:

what is the focus mode set to? Could that have anything to do with visibility of certain rooms on the LHN

they do have focus mode enabled:

even with focus mode enabled, i would think they should still see the admins channel in their LHN?? i can ask them customer to change their chat settings and lets see if that shows the admins channel.

I'm not sure how to reproduce given it requires a 'real' account with a setup specialist and have them send a link.
since this was encountered by a real customer, i would consider the bug reporter confirming the behavior as the reproduction steps.

This doesn't lead anywhere for me. it shows me a slack error
I'm not sure about this. that likely has something to do with the bug reporting workflow that was recently set up.

[maddylewis]

ok reached out here (god, this formatting):