Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on May 23, 2016

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

Service interruption was experienced by Ex Libris customers served by theAlma AP01 instance at the APAC Data Center during the following hours: 

May 23,2016 From 1:40 PM until 2:42 PM Singapore Timezone

During the event, the service was slow and became unavailable at times.

Root Cause Analysis

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

A Database element used by Oracle Full Text Index had grown significantly causing the slowness for some transactions.

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 had ran a standard Oracle procedure to shrink this element which solved the problem. A periodical procedure was added as well to prevent this from happening again.

Customer Communication

ExLibris 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/