Introduction

This document serves as a Root Cause Analysis for the Summon service interruption experienced by Ex Libris customers on November 21, 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: 

November 21^st, 2017 from 02:22 AM until 02:49 AM Chicago time zone

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:

New mechanism that was  deployed as part of the November release caused bad data cached.
Clearing this cache has restored full functionality.

Technical Action Items and Preventive Measures

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

• Ex Libris engineers cleared this cache to restored full functionality.
• Development team fixed the malfunction in the software and deploy it into production
• Development team will add new check for their testing phase, to check this area in order to prevent future events
• Monitoring check will be adjusted to cover the scenario that occurred in this event,

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