CampusM EU RCA - September 19,2016
Introduction
This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on September 19,2016
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 EU instance at the Europe Data Center during the following hours:
September 19,2016 from 10:10 AM until 12:20PM Amsterdam time Zone
September 19,2016 from 6:30PM until 6:45PM Amsterdam time Zone
During these events, the service for the environment was extremely slow and eventually became unavailable.
Root Cause Analysis
Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:
During the event Ex Libris engineers identified a bottleneck on the database caused by configuration setting. This resulted in the slow down and in some cases the unavailability of campusM
Technical Action Items and Preventive Measures
Ex Libris has taken the following actions and preventive measures to avoid such an occurrence in future:
- As an immediate solution to the problem, Ex Libris engineers have increased the resources available to the database clusters to overcome the configuration bottleneck
- Ex Libris is now working with Oracle Support to verify the proposed and recommended configurations
- The recommended reconfiguration will be deployed during the next maintenance window and should result in a permanent solution
- Updates to the monitoring processes and procedures have been made that will allow Ex Libris to identify similar problems earlier
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/