Alma NA06 - RCA - December 23, 2019

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on December 23rd, 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 NA06 instance at our North America Data Center during the following time period:

December 23, 2019 from 11:40 AM until 12:31 PM Chicago time.

During the event, 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 the creation of a new instance, a missing step in the procedure caused an impact on Alma NA06/Alma NA05 environments. Ex Libris engineers identified the issue and restarted the environment components to bring back full 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 engineers identified the issue and restart environment component to bring back functionality.
• The procedure of new instance creation was reviewed and fixed.

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