Expense, Travel, Request, Imaging, Analysis/Intelligence: P1

Update timeline

1. resolved Jun 17, 2026, 04:39 AM UTC

   In the Concur Cloud for Public Sector Data Center, we have identified a service disruption impacting the Travel, Expense, Analysis and Intelligence, Imaging and Travel Request services. All customers have been affected. Users were unable to access any SAP Concur products after logging in, receiving the following error message: “Sorry, you don’t have access to this page.” As the Incident Response Team (IRT) was gathering, the service self recovered. We have verified that service performance is stable and will now resolve this 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.

2. resolved Aug 03, 2026, 04:40 PM UTC

   Impact as Reported: In the Concur Cloud for Public Sector Data Center, we have identified a service disruption impacting the Travel, Expense, Analysis and Intelligence, Imaging and Travel Request services. All customers have been affected. Users were unable to access any SAP Concur products after logging in, receiving the following error message: “Sorry, you don’t have access to this page.” Root cause: The service disruption was caused by the unintended deployment of system patches to critical production databases following a recent management platform migration. Prior to the migration, specific safeguards were in place to prevent certain patches from being applied to these systems. However, these safeguards were not carried over into the new environment. As a result, patches that would normally have been excluded were deployed, triggering a failover event. During this event, dependent services were temporarily unable to retrieve required user profile and entitlement information, which led to authorization errors and prevented users from accessing the application. The root cause was identified as a gap in the migration validation process. While the migration itself was successful, it did not include a verification step to confirm that all critical patch exclusions and controls had been fully replicated and were functioning as intended. This allowed a key configuration to be missed, ultimately leading to the incident. There was no single technical failure point, but rather a process gap related to post-migration validation of important operational controls. To address this issue, the required patch exclusion controls have been restored and validated across the environment. Additionally, improvements are being implemented to strengthen migration and operational processes, including mandatory validation of critical configurations after any future changes, enhanced documentation of required controls, and periodic reviews to ensure they remain correctly applied. These measures are designed to reduce the likelihood of similar incidents and improve overall system resilience. Corrective Actions: The following corrective and preventive actions have been identified: Re-applied the patch block list across the environment. Verified the exclusion policy is being applied to applicable Windows SQL servers Review existing patch exclusions and deployment controls within Tanium Cloud to ensure alignment with production requirements. Add validation of critical patch exclusions and block lists to the migration checklist and signoff process. Document required production patch exclusions as part of operational support documentation. Update migration procedures to include validation of patch exclusions, block lists, and deployment controls before migration completion. Require post-migration verification of patching policies for critical infrastructure systems. Perform periodic reviews of patch exclusions and deployment policies to ensure expected configurations remain in place. Add operational checks to identify systems that are no longer protected by required exclusion policies.