campusM NA01 - RCA – August 18, 2020

Introduction

This document serves as a Root Cause Analysis for the campusM 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 NA01 instance during the following time period:

August 18th, 2020 from 10:54 AM until 11:18 AM Chicago time zone.

During the event, the service was unavailable for the environment

Root Cause Analysis

An unexpected spike in alerts (push notifications) caused unmanaged session connections to the database to remain open and hold resources, resulting in intermittent service disruptions.

Technical Action Items and Preventive Measures

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

• Ex Libris engineers performed a server memory resize to adjust to the increase volume of alerts
• Ex Libris engineers have fixed the session connection management to the database 

Customer Communication

Ex Libris 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.

Publication History