Alma NA03 - RCA – December 11, 2017

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers.

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 NA03 instance at the North America Data Center during the following hours: 

December 11, 2017 from 9:10 AM until 9:30 AM Chicago time.

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:

A malfunction in Oracle occurred.
As a result of this malfunction the database and application were restarted

Technical Action Items and Preventive Measures

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

• Database and application were restarted
• Oracle support recommended to install Oracle's October 2017 PSU (Patch Set Updates), to prevent this malfunction from re-occuring.
• This was done on the Alna NA03 environment and will be installed on all other environments.

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