Incident Report Number: 2016-016

EDRMS

Ticket Number: INC0055129

Major Incident Number: MIR0001100
What happened?

Enterprise Documents and Records Management System (EDRMS), which provides access to content management, became unavailable.

Who was affected?

All EDRMS users were affected by this outage.

What was the impact?

The affected users were not able to use the EDRMS service during the outage.

What was the timeline of the incident?

Start: 2016/06/24 06:00 – Monitoring systems alerted Enterprise Documents and Records Management System (EDRMS), which provides access to content management, became unavailable. IST began investigating with assistance of a third party vendor.
2016/06/24 13:30 – Further investigation determined the EDRMS database became corrupted after routine monthly patching and needed to be restored from backup.
End: 2016/06/24 18:15 – Restoration of the EDRMS database was completed. Service was restored.

What was the root cause of the incident?

After routine monthly patching the EDRMS database became corrupted for unknown reasons and the application became unresponsive.

What was the work around and resolution for the incident?
Work Around

None.



Resolution

Restoring the EDRMS database from a backup.

What are any recommendations to prevent this incident from occurring again?

None.

Updates

None.