Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on July 11th, 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 Summon instance at the North America Data Center during the following hours: 

July 11^st, 2019 from 11:34 AM until 12:02 PM US Central time.

During the event, the service was unavailable for the environment.

Root Cause Analysis

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

Due to a malfunction in the configuration repository update, the Summon production configuration repository was updated with invalid values. As a result, any query to the Summon index result with zero results.

The issue was resolved for customers once the invalid configuration has been identified and fixed.

Technical Action Items and Preventive Measures

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

• As immediate action, Ex Libris Engineers identified the invalid configuration and fixed it in the Summon production configuration repository.
• New validations checks are being added to the Summon configuration repository, to ensure that invalid configurations are not promoted.

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/

Publication History