Travel: P1

Update timeline

1. resolved Apr 03, 2025, 03:18 PM UTC

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

2. resolved Apr 03, 2025, 03:55 PM UTC

   In the US2 Data Center, travel bookings using the New Concur Travel, through the SAP Concur website and SAP Concur mobile app are below expected level. Affected New Concur Travel users may experience being reverted back to the Legacy Concur Travel page when attempting to search for travel. 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 03, 2025, 04:37 PM UTC

   In the US2 Data Center, travel bookings using the New Concur Travel, through the SAP Concur website and SAP Concur mobile app were below expected level. Affected New Concur Travel users may have been reverted back to the Legacy Concur Travel page when attempting to search for flights, car or hotel. Additionally, affected New Concur Travel users may have found no results when attempting to book rail. 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 03, 2025, 05:07 PM UTC

   In the US2 Data Center, travel bookings using the New Concur Travel, through the SAP Concur website and SAP Concur mobile app were below expected level. Affected New Concur Travel users may have been reverted back to the Legacy Concur Travel page when attempting to search for flights, car or hotel. Additionally, affected New Concur Travel users may have found no results when attempting to book rail. The Incident Response Team (IRT) took action to rollback a recent deployment 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 Apr 15, 2025, 03:23 PM UTC

   In the US2 Data Center, travel bookings using the New Concur Travel, through the SAP Concur website and SAP Concur mobile app were below expected level. Affected New Concur Travel users may have been reverted back to the Legacy Concur Travel page when attempting to search for flights, car or hotel. Additionally, affected New Concur Travel users may have found no results when attempting to book rail. A component enabling New Concur Travel encountered an issue that caused the system to fallback to Legacy Travel. The Incident Response Team identified that the container hosting the service were failing to start due to an update to a monitoring system; the containers configuration had not been updated to reflect the change, and a start up check that had inadvertently been set up as critical was failing when connectivity to the old monitoring system couldn't be established, causing the containers to not complete their boot sequence. To restore service the service containers configuration was updated to connect to the new monitoring service. Corrective Actions: The following corrective actions were identified: Deployed updated version of the component using the new monitoring service -Add alerts for detecting issues with not enough working pods -Allow service to keep functioning if the monitoring service is unavailable -Add alerts to development if the monitoring service is unavailable.