Introduction

This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on May 23rd, 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 the Primo TC APAC02 instance at the APAC Data Center during the following hours:

May 23^rd, 2018 from 10:17 PM until 11:45 PM 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:

During non-disruptive code update performed to correct an issue in the May release, the wrong process was activated and the environment encountered a full disruption.
Ex Libris engineers restarted the components and the environment was restored 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:

• Ex Libris engineers started the components to have the environment back to full functionality as soon as possible.
• Ex Libris engineers reviewed the procedure of the correct 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