Concur Support & User Guides

14 May 2026 | 11:19 am

Approximately 85% of SAP New Concur Travel customers experienced an issue searching for air, car, hotel, or rail segments, regardless of the GDS used. Affected users may have encountered missing details on the Travel Wizard search page, or a blank page or error after submitting search criteria. In some cases, users were able to complete their search successfully after retrying. No consistent workaround was identified during the period of service degradation. Legacy Travel customers were unaffected by this incident. As the Incident Response Team was gathering, the service self-restored. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.

14 May 2026 | 9:42 am

Impact as Reported: Our internal monitoring indicated a degradation within the Expense Service in the US2 Data Center, affecting the creation and submission of expense reports and related expense task workflows, impacting 100% of customers. The degradation resulted in an unstable service that was unusable due to poor performance, causing severe delays in service‑wide business operations. When attempting to create and submit an expense report or complete expense‑related tasks, you experienced extreme latency and sporadic failures with an error message. Attempted creations, submissions, and tasks were not completing. Root cause: The Profile Service experienced a significant spike in traffic, which led to performance degradation when users attempted to submit expenses. For expenses involving a travel allowance workflow, users encountered errors. The Incident Response Team identified a code defect in an expense-related service affecting how it handled missing user profiles. Instead of failing gracefully, the service repeatedly attempted to retrieve profiles for users who did not have one, placing excessive load on the Profile Service. This issue affected all dependent services. In particular, the Travel Allowance Service experienced container crashes and returned errors. To resolve the issue, the Incident Response Team stopped the processes that were repeatedly attempting to retrieve non-existent profiles and increased rate limits on the Profile Service. These actions stabilized the system and restored normal latency. Corrective Measures: The following corrective and preventative actions were identified: -Add a limit to number of tasks to process at one time for the impacted service. -Cache the results if user has no profile so that it doesn't keep trying the same user multiple times. -Increased capacity on travel allowance.