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    Primo MT EU01- RCA - December 10, 2018

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on  December 10, 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

    Intermediate service interruptions were experienced by Ex Libris customers served by the Primo MT EU01 instance at our European Data Center during the following time period:

    December 10th, 2018 from 05:00 AM until 10:00 AM Amsterdam time

    During the event, the service was unavailable for new UI users

    Root Cause Analysis

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

    An issue was discovered with a specific fix in the November release. In order to mitigate this issue Ex Libris engineers had to remove the previous problematic fix and deploy a new fix during off business hours.

    During the roll out of the new fix the removal of the old problematic fix did not complete successfully, causing a disruption in the new UI.

     

    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 rolled out the required fix to the environment components.
    • Ex Libris engineers added a step to the testing flow of every fix.
      In addition to the deployment of a fix, the impact of removing a fix will be tested as well.
    • Ex Libris engineers enhanced the NUI monitoring.
    • Ex Libris engineers did a Lesson Learned on the missing communication.

    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
    January 9, 2018 Initial Publication

     

     

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