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    Pivot - RCA - December 19, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Pivot service interruption experienced by Ex Libris customers on December 19th, 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.

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by Pivot instance at the European Data Center during the following hours:

    From Dec 19th 2018 12.02 AM until 12.52 AM US Pacific time.

    During the event, the following services were unavailable:

    ·         Pivot.cos.com

     

    Root Cause Analysis

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

    A crawler was creating sessions that was flooding our database. The cleanup procedure was not able to keep up. 

    Technical Action Items and Preventive Measures

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

    ·         Reviewing our clean up procedures and scripts

    ·         Reviewing our code that creates sessions

    ·         Updating our monitoring to catch these issues

    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.

    Publication History

    Date Publication History
    January 7, 2018 Initial Publication

     

     

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