CDI RCA report - March 18, 2021

Introduction

This document serves as a Root Cause Analysis for the CDI service interruption experienced by Ex Libris customers on March 18, 2021

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 the CDI instance during the following hours: 

March 18, 2021 from 06:03 AM until 08:35 PM UTC time

During the event, the service was unavailable for the environment for some customers.

Root Cause Analysis

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

Exlibris engineers found a misconfiguration on the network device that prevented the environment to access Primo Central in Europe.
As an immediate solution, the engineers forwarded the environment's traffic to the NA PC environment so that they could fix the network device's configurations while the customers can continue working.
In addition, the local firewall was misconfigured with the CDI GW requirements for some APAC customers; the Implementation and Support teams worked with the customers to adjust the configuration per the requirements.

Technical Action Items and Preventive Measures

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

• Ex Libris engineers went over the other DC06 environments and confirmed that the misconfiguration was fixed across the board
• The Implementation and Support teams are updating the relevant customers with the configuration requirements   
• All relevant technical documents were updated with the CDI GW requirements

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.