Legacy RefWorks - RCA - January 16, 2019

Introduction

This document serves as a Root Cause Analysis for the Legacy RrefWorks service interruption experienced by Ex Libris customers on January 16, 2019.

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 Legacy RefWorks instance at the during the following hours: 

Jan 16^th, 2019 from 9.14 AM until Jan 16^th, 2019 2.59 PM US Pacific time.

During the event, the following services were slow and then unavailable:

·         Legacy Refworks

Root Cause Analysis

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

A network storage maintenance caused failures in our database servers.

Technical Action Items and Preventive Measures

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

• Suspend all storage maintenance work
• Work with vendors to implement recommendations
• Test and implement an alternative approach to migration to avoid previous issues

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