This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on October 17th, 2018.
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 NA Data Center during the following hours:
October 17th, 2018 from 7:57 AM until 8:15 AM CST 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 of this issue and concluded the following:
During a standard operation activity, on Ex Libris data center Firewall, an outage occurred.
After immediate analysis it was found that the Firewall configurations were corrupted due to a bug in the Firewall management system.
As an immediate fix, Ex Libris engineers recovered all device configurations to reestablish the service
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- As an immediate fix, Ex Libris engineers recovered all device configurations to reestablish the service
- Ex Libris engineers are working with the vendor to find a permanent fix for this bug
- Ex Libris engineers are changing the procedure to prevent this bug from re-occurring
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.
|October 18, 2018||Initial Publicaiton|