CDI via PrimoVE – CA01- RCA - September 23, 2024
Introduction
This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers on Higher-Ed Platform CA01.
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.
Effected Products
Primo VE - CDI CA01
Event Timeline
Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform CA01 instance at the Toronto Data Center during the following times:
Between September 23, 2024 from 13:00 until 14:00 Ontario time.
During the event, CDI Service via Primo VE was unavailable for the environment.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
Following a standard Network maintenance activity on the Canada Data Center, an unexpected malfunction caused CDI results to be blocked from retrieval for Primo VE customers.
As soon as the issue was identified, the Ex libris Network engineers reconfigured the relevant function, and the service recovered.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
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The relevant Network procedure has been enhanced and fine-tuned to prevent similar issue from happening again.
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.