Request: P1

Update timeline

1. resolved Dec 05, 2025, 03:25 PM UTC

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

2. resolved Dec 05, 2025, 03:46 PM UTC

   In the EU2 Data Center, Travel Request submissions are 40 percent below expected level. Affected users may experience an intermittent error, "Sorry but something went wrong“ when attempting to submit a Travel Request. As a workaround it may be possible to complete a Travel Request submission by trying again. The Incident Response Team (IRT) has gathered and an investigation is underway. Our next update will be in one hour or sooner should a significant change occur.

3. resolved Dec 05, 2025, 04:35 PM UTC

   In the EU2 Data Center, Travel Request submissions are 40 percent below expected level. Affected users may experience an intermittent error, "Sorry but something went wrong“ when attempting to submit a Travel Request. As a workaround it may be possible to complete a Travel Request submission by trying again. Going forward, communications will be limited to the subset of customers in the EU2 Data Center impacted by this incident. To verify whether your company is affected, please log in to the Personalized Concur Open website. The Incident Response Team (IRT) is currently investigating a database issue as potential root cause. Our next update will be in one hour or sooner should a significant change should occur.

4. resolved Dec 05, 2025, 05:38 PM UTC

   In the EU2 Data Center, Travel Request submissions were 40 percent below expected level. The Incident Response Team (IRT) has taken action to greatly improve this level of impact. Currently, affected users may experience intermittent latency or performance issues when attempting to submit a Travel Request. To check if your company is affected by this incident, please log onto the Personalized Concur Open website. The Incident Response Team (IRT) continues working to identify the most effective approach to fully mitigate the impact caused by the previously isolated database issue. Our next update will be in one hour or sooner should a significant change occur.

5. resolved Dec 05, 2025, 06:39 PM UTC

   In the EU2 Data Center, users attempting to submit a Travel Request may have experienced intermittent latency or performance issues. Internal monitoring systems are indicating services have returned to normal operating levels. An extended monitoring phase is being activated to ensure continued performance stability. During this extended monitoring phase, the Incident Response Team (IRT) will continue to closely monitor observability tools. While service has returned to normal operating levels, the IRT has identified a recent change that was a contributing factor to the performance issues. The team is working to further investigate this change, and perform a revert. Our next scheduled update will be in one hour or sooner should a significant change occur.

6. resolved Dec 05, 2025, 07:59 PM UTC

   In the EU2 Data Center, users attempting to submit a Travel Request may have experienced intermittent latency or performance issues. The Incident Response Team successfully reverted the change. 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.

7. resolved Dec 19, 2025, 10:19 AM UTC

   Impact as Reported: In the EU2 Data Center, users attempting to submit a Travel Request may have experienced intermittent latency or performance issues. Root cause: A code defect was introduced by an update to the Mobile Expense application. The defect caused it to run an inefficient query on the database resulting in 100% resource utilization. A temporary update was made to reduce the resources required for the query to run to resolve the issue. Corrective Actions: The code is being refactored to ensure a more efficient database utilization.