CampusM NA01 - RCA - August 09, 2021

Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by Ex Libris customers on August 09, 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 Chicago Data Center during the following hours: 

August 09, 2021 from 15:18 until 15:37 AM CDT 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:

It was discovered that an API to an old (and deprecated) analytics schema was called few times in parallel and created a load on the DB.

Technical Action Items and Preventive Measures

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

The deprecated API calls were blocked to avoid reoccurrence of similar issue.

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.