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    Primo MT EU02 - RCA - November 20, 2016

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on November 20,2016

     

    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 EU02 instance at the Europe Data Center during the following hours: 

     

    November 20, 2016 from 10:30 PM until 10:39 PM Amsterdam time zone

     

    Event was identified by the 24x7 monitoring. 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:

    A database connection limitation had been identified during the event to be the cause of the outage. The oracle connection setting was set with the default parameters "out of the box" and was identified that the application needs require a configuration change.

     

     

     

     

    Technical Action Items and Preventive Measures

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

    As a result of the event, Ex Libris engineers had re-evaluated the configuration setting of the Oracle connections and examined the best practices available. Following the evaluation, Ex Libris engineers have updated the Oracle configuration during the last maintenance window and restarted the database.

     

     

    The configuration change is now being implemented through all environments and the install activities.

     

     

    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
    Nov 28, 2016 Initial Publication