CDI RCA report - September 9, 2021
Introduction
This document serves as a Root Cause Analysis for the CDI service interruption experienced by Ex Libris customers on September 09, 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 Central Discovery Index instance at the NA Data Center during the following hours:
September 9th, 2021 from 6:31 AM until 8:00 AM CST time.
During the event, the service was partially unavailable.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
The root cause is related to a malfunction in the Central Discovery Index administration interface that led to a situation in which the entries in one of the configuration tables marked as disable.
This impacted the access to CDI resources for some of the North America customers.
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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As immediate action, Ex Libris Engineers restore the corruption data and resolved the disruption in Central Discovery Index service
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As a preventive action, the management of the related Central Discovery Index configuration will be automated, and the use of the administration interface will no longer be needed
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.