CampusM EU01 - RCA - October 3 ,2019
Confidential Information, Disclaimer and Trade Marks
Introduction
This document serves as a Root Cause Analysis for the CampusM EU01 service interruption experienced by Ex Libris customers.
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 EU01 instance at the EU Data Center during the following hours:
October 3, 2019 from 1:50 PM until 02:00 PM Amsterdam 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:
The database was unresponsive due to lock in a heavily used table, caused by a foreign key constraint. The table lock was shortly released with no active intervention.
Technical Action Items and Preventive Measures
Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:
- Our database administrators and system engineers are working to enhance table performance by adding indexes in such relevant tables in upcoming releases.
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/