Alma EU00- RCA - May 20, 2019

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on May 20, 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:

May 20th, 2019 from 05:10 PM until 05:54 PM Amsterdam time

During the event, Service was intermittent (service was unavailable for 3 min)

Root Cause Analysis

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

An application malfunction caused memory issues on several nodes resulted in intermittent service. 
To restore normal service Ex Libris developers temporary disabled some functionality . 
A permanent fix was applied on May 22nd followed by re-enabling the disabled functionality .
 

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 developers temporary disabled some functionality

• A permanent fix was applied on May 22^nd followed by re-enabling the disabled functionality.

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