Expense: P1

Update timeline

1. resolved May 21, 2026, 04:58 PM UTC

   Multiple Concur Travel and Expense customers are experiencing an issue processing expense reports. All Go.gov approvers encounter expense reports stuck in Pending External Validation status preventing the successful processing of expense reports after all other upstream workflow approvals had been completed. A workaround for this issue is not available. The Incident Response Team (IRT) is engaged and currently investigating to identify root cause. Our next scheduled update will be in one hour or sooner should a significant change occur.

2. resolved May 21, 2026, 05:47 PM UTC

   Multiple Concur Travel and Expense customers experienced an issue processing expense reports. All Go.gov approvers encountered expense reports stuck in Pending External Validation status preventing the successful processing of expense reports after all other upstream workflow approvals had been completed. A workaround for this issue was not available. The Incident Response Team (IRT) implemented a workflow configuration change to resolve blocked processing traffic allowing expense reports to be released from the Pending External Validation status. The IRT has confirmed via internal logs the successful delivery of events to the customers’ processing system. We have started a mandatory post recovery monitoring period for 24 hours to ensure service performance stability prior to declaring the incident resolved.

3. resolved May 22, 2026, 05:30 PM UTC

   Multiple Concur Travel and Expense customers experienced an issue processing expense reports. All Go.gov approvers encountered expense reports stuck in Pending External Validation status preventing the successful processing of expense reports after all other upstream workflow approvals had been completed. A workaround for this issue was not available. The Incident Response Team (IRT) implemented a workflow configuration change to resolve blocked processing traffic, prompting the forward progress of the impacted expense reports. Subsequent validations were performed to confirm successful event delivery into customers‘ processing systems. Following an extended monitoring phase, we have confirmed 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.

4. resolved Aug 03, 2026, 05:17 PM UTC

   Impact as Reported: Multiple Concur Travel and Expense customers experienced an issue processing expense reports. All Go.gov approvers encountered expense reports stuck in Pending External Validation status preventing the successful processing of expense reports after all other upstream workflow approvals had been completed. Root cause: The issue was caused by an incorrect configuration that limited how long one internal system waited for another to respond. For expense reports with multiple large attachments to process, the system timed out too quickly and repeatedly retried the same request. This created a bottleneck where one stuck request prevented others from being processed, causing delays in expense report progression. The Incident Response Team removed the event that was blocking the other requests from processing to resolve the issue. Corrective Actions: The following corrective and preventative actions were identified: 1. Update the configuration to use the correct timeout for processing approval requests 2. Increase the interval for monitoring the event queue to detect any issues more effectively. 3. Update monitoring to alert on repeated errors from the dependencies to the approval process 4. Update monitoring tests to include the user workflow of the approval process for better detection of user experience