NA06- RCA - July 8, 2023

Introduction

This document serves as a Root Cause Analysis for the Higher-Ed Platform service interruption experienced by Ex Libris customers on July 8, 2023.
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 

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Higher-Ed Platform NA06 instance at the Seattle Data Center between July 8, 2023, from 00:30 until 00:44 Seattle 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:

While increasing number job workers to prepare for a weekend activity, a human error occurred, and a wrong number of workers was set through the Ex Libris administrative interface. As a result, the DB became unresponsive for 14 min until it self-recovered. 

Technical Action Items and Preventive Measures

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

·       The correct value for number of workers was restored.

·       Ex Libris R&D will add a value check to the Ex Libris administrative interface to prevent reoccurrence. 

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.