Introduction

This document serves as a Root Cause Analysis for the CampusM service interruption experienced by few Ex Libris customers on January 9, 2025.
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 event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by few Ex Libris customers served by the CampusM instance in the Chicago Data Center during the following hours: 

January 9, 2025 from 07:28 AM  until 07:57 AM CDT.

During the event the service was not available 

Root Cause Analysis

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

As part of a configuration done by the Development team at off working hours, a flag was turned on to monitor creation and removal of new sessions for analysis purposes, The flag was accidently left on at the end of the analysis causing database queries to timeout.
 
The flag was reset and the environment returned to Normal performance.

Technical Action Items and Preventive Measures

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

The procedure involving enable and disable of internal flags was refreshed among the Development team engineers.

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.