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    Legacy RefWorks - RCA - January 20, 2019


    This document serves as a Root Cause Analysis for the Legacy RrefWorks service interruption experienced by Ex Libris customers on January 20, 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: 

    From Jan 20th, 2019 2.35 PM until Jan 21st, 2019 8.12 AM US Pacific time.

    During the event, the following services encountered intermittent disruption to some of the users:

    ·         Legacy Refworks

    Root Cause Analysis

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

    An update to our network caused an issue with traffic routing for non SSL traffic.
    The cloud team updated our network routes to accommodate for this condition and the sites started to work again.

    Technical Action Items and Preventive Measures

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

    ·         Update test coverage to include missing paths

    ·         Reevaluate escalation path for proquest cloud team

    ·         Evaluate moving all customers who are not setup securely into SSL.

    ·         Evaluate potential channels for security

    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:

    These updates are automatically sent as emails to registered customers.

    Publication History

    Date Publication History
    24/1/2019 Initial Publication



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