Travel, Invoice: P1

Update timeline

1. resolved Jun 10, 2025, 09:18 AM UTC

   In the US2 Data Center, Travel bookings and Invoice submits through the SAP Concur website and SAP Concur mobile app were below expected level. Affected travel users may have experienced a slowness when attempting to search or book flight, while invoice users were facing error: "Sorry, but there has been an error processing your request.", when attempting to submit their invoice request. As the Incident Response Team (IRT) was gathering, the issue 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 Jun 24, 2025, 02:48 PM UTC

   In the US2 Data Center, Travel bookings and Invoice submits through the SAP Concur website and SAP Concur mobile app were below expected level. Affected travel users may have experienced a slowness when attempting to search or book flight, while invoice users were facing error: "Sorry, but there has been an error processing your request.", when attempting to submit their invoice request. The root cause of the incident appears to be related database software version upgrade that occurred over the weekend prior to the incident. This upgrade impacted the way certain queries were optimised and executed. In this case, we observed a specific stored procedure taking longer to execute and consuming significant amount of resources. As a result, this and other procedures started causing significant blocking on a shared core database, resulting in a temporary degradation for services depending on it. Corrective Actions: The offending stored procedure has been isolated and is undergoing an optimisation process. Additionally, alerting and notification configurations have been reviewed to improve observability and response.