CampusM CA01 - RCA - May 02, 2021

Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on May 02, 2021.
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 CampusM instance in the Canada Data Center during the following hours: 

May 02, 2021 from 04:31 AM until 06:19 AM EDT time

During the event, there was a service disruption

Root Cause Analysis

Ex Libris engineers investigated this event to determine the root cause of this issue and concluded the following:

During the service pack installation which is normally deployed with no service disruption, it was discovered that a parameter within a configuration file was pointing out to wrong library location. This missing library in turn was causing an installation issue and disruption to service.

Technical Action Items and Preventive Measures

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

Service pack installation package was updated to ensure all parameters are correctly set.

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.