Alma EU00 - RCA - November 1, 2016
This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on November 1,2016
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.
Service interruption was experienced by Ex Libris customers served by the Alma EU00 instance at the Europe Data Center during the following hours:
November 1, 2016 from 8:06AM until 8:15AM Amsterdam time zone
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:
During an investigation of an unusual system load in Alma Analytics servers (Oracle OBIEE) a human error by an Ex Libris cloud engineer lead to disconnection of the load balancer from the application servers. This caused a service outage that was identified immediate and was corrected.
The Ex Libris cloud team also identified the root cause of the Oracle OBIEE system load and had to rerun part of the daily ETL process which created some intermediate issues with the ability to run Analytics reports from 8:06 until 10:05 AM Amsterdam time.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Work procedures have been updated to make sure a human error as the one that occurred is minimized.
- The Ex Libris cloud engineers established additional alerts in the Oracle OBIEE system to identify unusual load and inability to generate analytics reports.
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/
Customers subscribed to status page are notified on publication via a dedicated email.
|Nov 10, 2016||Initial Publication|