HEP AP01 - RCA - February 19, 2024

Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform AP01.

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.

Affected Products 

Alma, Primo VE, Leganto, Esploro, Rialto, Rapido

Event Timeline

A service interruption was experienced by Ex Libris customers using the Higher-Ed Platform AP01 instance at the Singapore Data Center during the following time periods:

February 19, 2024 from 18:22 until 18:32 Singapore time.

During this time frame the service was unavailable.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

The system became unavailable due to an incorrect URL configuration added during the process of setting up a new customer.

This error in the configuration process prevented the system's cache URL mapping from loading correctly, leading to a system outage.

Technical Action Items and Preventive Measures

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

Additional validation checks will be performed to ensure that such configuration errors do not recur.

These enhancements will be included in the March 2024 release.

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.