Expense: P1

Update timeline

1. resolved Jul 08, 2026, 03:49 PM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Jul 08, 2026, 04:29 PM UTC

   While Requests, Trips, and Expense Reports are able to be submitted/booked successfully, we have identified an issue in the Expense Report approval workflow in the Concur Cloud for Public Sector Data Center. Approvers are unable to approve, modify, or reject certain submitted Expense Reports. We have identified possible blocking in the event notification system and are in process of implementing a potential fix. Next update will be no later than 5:30PM UTC on 08 July, 2026. Additionally, in the course of researching this issue, we have identified a separate potential issue within the IBM integration which may or may not be related. Full details will be provided to the IBM team as soon as we have implemented our fix.

3. resolved Jul 08, 2026, 06:23 PM UTC

   While Requests, Trips, and Expense Reports were able to be submitted/booked successfully, we identified an issue in the Expense Report approval workflow for GO.Gov customers in the Concur Cloud for Public Sector Data Center. Go.gov approvers were unable to approve, modify, or reject certain submitted Expense Reports. We identified a blockage within the event notification system and resolved it by fixing the code. As a result, the affected expense reports are now progressing through the approval workflow as expected. No further action is required to ensure the impacted reports continue to progress normally. Services have returned to normal operating levels, and reports are now progressing through the workflow. We will continue to monitor for the next 2 hours to verify stability. Once verified as stable the incident will be resolved.

4. resolved Jul 08, 2026, 08:56 PM UTC

   While Requests, Trips, and Expense Reports were able to be submitted/booked successfully, we identified an issue in the Expense Report approval workflow for GO.Gov customers in the Concur Cloud for Public Sector Data Center. Go.gov approvers were unable to approve, modify, or reject certain submitted Expense Reports. We identified a blockage within the event notification system and resolved it by fixing the code. As a result, the affected expense reports began progressing through the approval workflow as expected. No further action was required to ensure the impacted reports continue to progress normally. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will be conducted , and a root cause analysis report provided when that investigation is complete.

5. resolved Aug 04, 2026, 12:11 PM UTC

   Impact as Reported: While Requests, Trips, and Expense Reports were able to be submitted/booked successfully, we identified an issue for GO.gov customers in the Expense Report approval workflow in the Concur Cloud for Public Sector Data Center. Go.gov approvers were unable to approve, modify, or reject certain submitted Expense Reports. Root Cause : An issue impacted expense approval workflows in the Concur Cloud for Public Sector Data Center, preventing approvers from approving, modifying, or rejecting certain submitted expense reports. Affected documents remained in a pending validation state because a required external validation step could not be completed. Investigation determined that the Financial Gateway Interface (FGI) service was failing while processing a subset of approval events. When these events were received, the service encountered an unhandled null value for the document approval status and generated a null pointer exception. This caused processing failures within the messaging partition responsible for handling the events, preventing external validation from completing and blocking workflow progression. The null value originated from a valid but previously untested configuration scenario in which expense approval workflows were configured to use FGI-related processing while associated user groups had not fully activated FGI functionality. The service did not gracefully handle this condition and instead failed when attempting to process the approval event. The issue was not identified during testing because validation efforts focused primarily on standard and commonly used workflows. Existing automated testing for FGI integrations was limited and did not cover this specific configuration scenario. Service was restored by reverting the software update, allowing affected workflows to resume normal processing while a permanent fix was developed and deployed. Corrective Actions : To prevent recurrence and improve the resilience of expense approval workflows, the following corrective and preventive actions have been identified: Corrected the software defect to gracefully handle null document status and approval status values, preventing processing failures when unexpected configuration scenarios are encountered. Enhanced error handling and logging within the FGI service to improve diagnosis of workflow-processing issues and prevent similar runtime exceptions from disrupting transaction processing. Expand automated and end-to-end test coverage for FGI-integrated expense approval workflows, including scenarios involving partially configured or inactive financial integration settings. Implement synthetic monitoring for FGI workflows to provide continuous validation of critical approval-processing functionality and enable earlier detection of service degradation. Resolve alerting configuration issues that prevented workflow-processing failures from generating timely notifications to support and engineering teams. Improve monitoring and observability across FGI processing components to provide greater visibility into event-processing failures, queue backlogs, and workflow interruptions. Introduce AI-assisted code reviews for FGI repositories to help identify potential impacts across a broader range of configuration scenarios before deployment. Review workflow-processing architecture and evaluate the use of additional queueing mechanisms to improve parallel processing, reduce the risk of event-processing bottlenecks, and enhance overall resiliency. Expand user experience monitoring for expense approval workflows to provide earlier visibility into approval-processing issues that may directly affect end users.