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    Pivot - RCA - October 3, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Pivot service interruption experienced by Ex Libris customers on October 3rd, 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

    Intermediate service interruptions were experienced by Ex Libris customers served by Pivot during the following time period:

    October 3rd , 2018 from 12.49 PM until 1.47 PM US Pacific time.

    During the event, the following services had performance issues:

    • Pivot: profile search (the rest of Pivot was unaffected)

     

    Root Cause Analysis

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

    The Pivot search infrastructure had a failure and the backup server became the primary server, however, it did not improve performance of the searches.
    This was due to recent changes to our backend processes and an un optimized configuration of the search infrastructure.

     

    Technical Action Items and Preventive Measures

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

    • In response to the incident:
      • On-call engineer turned off the backend process which helped restore the performance
      • On-call engineer optimized the search infrastructure
    • Preventive measures going forward:
      • Set up automated processes to optimize search infrastructure weekly
      • Reduce the resources used to run backend process.

    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
    October 17, 2018 Initial Publication

     

     

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