Alma AP01 RCA - July 23, 2019
This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on July 23, 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.
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 23, 2019 from 08:26 PM until 08:40 PM Sigapore 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.
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.
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.
|July 28, 2019||Initial Publication|