Summon - RCA - February 22, 2017

Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on February 22, 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 theSummon instance at the North America Data Center during the following hours: 

February 22, 2017 from 2:25AM until 3:15AM Chicago time zone

Events were identified by the 24x7 hub monitoring. During the event, the service was unavailable for customers using Summon UI 2.0

Root Cause Analysis

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

The cause of the undesirable UI behavior was due to a temporary error in the summon UI config service. The Summon UI 2.0 rely on a configuration repository in order to customize each customers experience. The error occurred during a restart of these services as part of routine work last Friday and the error was resolved as quickly as possible once it occurred.

Technical Action Items and Preventive Measures

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

* The Development team will make enhancements to the application to help prevent recurrence of this issue.

* The Operations team will enhance the monitoring of the UI 2.0 application and config service.

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