Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on July 8, 2019

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Intermediate service interruptions were experienced by Ex Libris customers served by the Alma EU00 instance at our European Data Center during the following time period:

July 8, 2019 from 05:39 PM until 06:00 PM Amsterdam time
August 3^rd, 2019 from 01:24 PM until 01:49 PM Amsterdam time

During the event, Service was unavailable for the environment

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

Oracle database internal storage parameter reached its configuration value limit, resulted in database un-responsive for most of the on-line activity.
Ex Libris engineers restarted environment components to bring it back to full functionality and configuration adjustments were applied.

The changes that were done following July 8^th disruption didn’t eliminate the database issues but improved the recovery time and the impact of such scenarios.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• Ex Libris engineers restarted environment components to bring it back to full functionality and configuration adjustments were applied.
• Mitigations to prevent such scenarios and reduce the down time were taken
• Ex Libris is working with  Oracle support to further analyze the issue and evaluate ways to correct

Customer Communication

Ex Libris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History