This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on February 25th, 2020
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.
Service interruption was experienced by Ex Libris customers served by the Summon instance at the North America Data Center during the following hours:
February 25th, 2020 from 4:00 PM until 4:28 PM CST Time.
During the event the service was unavailable.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
- An invalid real-time availability configuration was committed to production leading to the API layer failing while trying to parse the value. This failure led to a system wide disruption and search failures.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
A procedural change was made to the operational process that led to the invalid configuration being committed where additional quality checks will now be performed. This will assist in the short term.
Development stories were opened to both create automation at the time of commit to catch similar invalid configurations as well as to add additional redundancy at the API layer so that an invalid configuration will not cause system wide disruption.
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/
|March 3, 2020||Initial Publication|