Alma EU00 - RCA - December 5, 2016

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on December 5, 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 the Alma EU00  instance at the Europe Data Center during the following hours: 

December 5, 2016 from 4:18PM until 4:32PM Amsterdam Time Zone

Event was identified by the 24x7 hub monitoring. During the event, the 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:

We have found a misconfiguration in one of the Oracle database parameters that is responsible for resource allocation. This prevented the database from allocating additional resources, and as a result impacted the ability to serve the Alma Web Application servers.

Technical Action Items and Preventive Measures

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

• The Oracle database setting was modified in order to allow much higher resources allocations when needed.

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/

These updates are automatically sent as emails to registered customers.

Publication History