Expense, Imaging, Japan - e-Bunsho for Expense: P1

Update timeline

1. resolved Apr 24, 2026, 08:34 PM UTC

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

2. resolved Apr 24, 2026, 09:05 PM UTC

   SAP Concur Expense customers are experiencing an issue with image functionality within expense reports. Internal performance metrics indicate approximately an 85% drop in expense report submit metrics, while the user experience symptom is upstream affecting various image processes. All affected users may encounter an error when attempting to upload an image, view an image, or trigger e-bunsho timestamp functionality. A workaround for this issue has not yet been identified. The Incident Response Team is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.

3. resolved Apr 24, 2026, 09:08 PM UTC

   SAP Concur Expense customers experienced an issue with image functionality within expense reports. Internal performance metrics indicated approximately an 85% drop in expense report submit metrics, while the user experience symptom was upstream affecting various image processes. All affected users encountered an error when attempting to upload an image, view an image, or trigger e-bunsho timestamp functionality. A workaround was not identified during service degradation. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.

4. resolved Apr 24, 2026, 09:19 PM UTC

   SAP Concur Expense customers experienced an issue with image functionality within expense reports. Internal performance metrics indicated approximately an 85% drop in expense report submit metrics, while the user experience symptom was upstream affecting various image processes. All affected users encountered an error when attempting to upload an image, view an image, or trigger e-bunsho timestamp functionality. A workaround was not identified during service degradation. The Incident Response Team (IRT) reverted a recent configuration change to restore service. 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.

5. resolved May 11, 2026, 11:10 AM UTC

   Impact as Reported: SAP Concur Expense customers experienced an issue with image functionality within expense reports. Internal performance metrics indicated approximately an 85% drop in expense report submit metrics, while the user experience symptom was upstream affecting various image processes. All affected users encountered an error when attempting to upload an image, view an image, or trigger e-bunsho timestamp functionality. A workaround was not identified during service degradation. Root cause: An infrastructure deployment in the EU2 environment unintentionally replaced critical existing resources with a new set of configurations. This occurred because two infrastructure templates used the same name, leading the deployment process to overwrite essential components rather than add new ones. As a result, key system permissions and supporting resources required for processing and transferring images were temporarily removed. This prevented image uploads and downloads from functioning correctly. The issue was identified within minutes of deployment, and recovery actions were initiated immediately. The affected infrastructure was restored, and missing permissions were reattached to fully re-enable functionality. Corrective Actions: The following corrective and preventative actions were identified: Update the configuration to prevent conflicts between the two services. Clearer separation and labeling of infrastructure components will be enforced to avoid unintended overwrites. Review and update the thresholds for alerts to trigger to improve triaging the issues.