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    Primo MT EU03 - RCA - February 3, 2017

    Introduction

    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers on February 3, 2017

     

    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 EU03 instance at the Europe Data Center during the following hours: 

    February 3, 2017 from 12:27PM until2:03PM 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:

     

    The service was unavailable due to high CPU load on the Oracle database server.

    In this case oracle selected a wrong SQL execution plan that led to full table scan which is a heavy CPU consumption operation.

    Our database engineering found out that for this specific SQL query it is better to use a fixed (static) execution plan instead of letting oracle dynamically select an execution plan

    Technical Action Items and Preventive Measures

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

    • The specific SQL query \was changed to use a fixed(static) execution plan.
    • Ex Libirs DBAs are in the process of examining additional SQL queries to verify their accurate execution plan.

    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
    February 14, 2017 Initial publication

     

     

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