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    Primo VE AP01 - RCA - July 2, 2018

    Confidential Information, Disclaimer and Trade Marks

    Introduction

    This document serves as a Root Cause Analysis for the Primo VE service interruption experienced by Ex Libris customers on July 2nd, 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 VE AP01 instance at the APAC Data Center during the following hours:

    July 2nd, 2018 from 04:15 AM until 05:20 AM Singapore time.

    During the event, local searches were not available for the environment.

    Root Cause Analysis

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

    Due to a database script failure designed to activate a new Primo VE feature during the July release installation, local searches were unavailable.
    Ex Libris engineers initially deactivated the feature to ensure searches will work correctly and then fixed the database values to re-activate the feature.

    Technical Action Items and Preventive Measures

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

    • The problematic part in the database script was modified in the specific script and all similar scripts
    • Additional QA tests were added to make sure such database scripts that run as part of the release are updated correctly

    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
    July 9, 2018 Initial Publication