Introduction

This document serves as a Root Cause Analysis for the service interruption experienced by Ex Libris customers.
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 EU00 instance at the Amsterdam Data Center during the following hours:

November 10, 2020 from 10:35 AM until 10:50 AM Amsterdam time.
During the event the service was partially available for the environment.

Root Cause Analysis

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

Due to a misconfiguration, a clash in definitions caused the system to reach its maximum thread capacity. During this time period the system was not responsive.

Ex Libris Engineers identified the misconfiguration and resolved the issue.

Technical Action Items and Preventive Measures

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

Additional validations are being added to ensure that such a configuration clash will not be allowed in the future and will be flagged by the system.

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.