Primo MT APAC03 - RCA - July 19, 2020

Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on July 19, 2020.

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 Primo MT APAC03 instance at the APAC Data Center during the following hours: 

July 19th, 2020 from 08:27 AM until 09:21 AM Singapore time

During the event, the 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:

Following a maintenance activity, performed on July 18^th, which included upgrading Oracle to the latest version,
a miss configuration caused the DB to get into a lock mode once processes started to run against it.
Ex Libris engineers corrected the miss configured parameters and unlocked the DB to bring the environment back to full functionality.

Technical Action Items and Preventive Measures

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

• Additional verification was added to the pre-activities procedures
• A fix to the wrong parameter was added to the upgrade script

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/