Resolved after 35 minutes, affecting Expense and Request, on July 8, 2025.
Impact as Reported: In the EU2 Data Center, creating requests and expense reports through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced latency or a timeout error when attempting to create a request or expense report. No workaround was identified during service downtime. Root cause: One of the expense services failed to connect to a database after a routine credential update. The Incident Response Team identified that the credentials were not correct and reverted back to the original credentials to restore the connectivity the databases. We are reviewing the process to identify any further corrective actions. Corrective Actions: The following corrective and preventative actions were identified: Revert to the original credentials to connect to the database Add a validation step for the expense service to confirm the credentials connect to the database Review the process to identify further improvements in how the credentials get updated
Affected components
Update timeline
- resolved Jul 08, 2025, 07:55 PM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Jul 08, 2025, 08:19 PM UTC
In the EU2 Data Center, creating requests and expense reports through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced latency or a timeout error when attempting to create a request or expense report. No workaround was identified during service downtime. 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.
- resolved Jul 08, 2025, 08:31 PM UTC
In the EU2 Data Center, creating requests and expense reports through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced latency or a timeout error when attempting to create a request or expense report. No workaround was identified during service downtime. The Incident Response Team (IRT) rolled back a recent 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.
- resolved Jul 22, 2025, 01:21 PM UTC
Impact as Reported: In the EU2 Data Center, creating requests and expense reports through the SAP Concur website and SAP Concur mobile app was unavailable. Affected users may have experienced latency or a timeout error when attempting to create a request or expense report. No workaround was identified during service downtime. Root cause: One of the expense services failed to connect to a database after a routine credential update. The Incident Response Team identified that the credentials were not correct and reverted back to the original credentials to restore the connectivity the databases. We are reviewing the process to identify any further corrective actions. Corrective Actions: The following corrective and preventative actions were identified: Revert to the original credentials to connect to the database Add a validation step for the expense service to confirm the credentials connect to the database Review the process to identify further improvements in how the credentials get updated
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