Travel: P1

Update timeline

1. resolved Feb 16, 2025, 05:06 AM UTC

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

2. resolved Feb 16, 2025, 05:31 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app are below expected level . Affected users may encounter an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. The Incident Response Team (IRT) is currently investigating. Our next scheduled update will be in one hour or sooner should a significant change occur.

3. resolved Feb 16, 2025, 06:27 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app are below expected level . Affected users may encounter an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. The Incident Response Team (IRT) has engaged additional resources with their investigation to identify the root cause. Our next scheduled update will be in one hour or sooner should a significant change occur.

4. resolved Feb 16, 2025, 07:31 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app are below expected level . Affected users may encounter an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. The Incident Response Team (IRT) is continuing their investigation to provide solution. Our next scheduled update will be in one hour or sooner should a significant change occur.

5. resolved Feb 16, 2025, 08:32 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app are below expected level . Affected users may encounter an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. The Incident Response Team (IRT) is still investigating to determine best course of action to restore service. Our next scheduled update will be in one hour or sooner should a significant change occur.

6. resolved Feb 16, 2025, 08:55 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app were below expected level . Affected users may have encountered an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. 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.

7. resolved Feb 16, 2025, 09:19 AM UTC

   In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app were below expected level. Affected users may have encountered an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. The Incident Response Team (IRT) updated an application configuration 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.

8. resolved Mar 03, 2025, 11:07 AM UTC

   Impact as Reported: In the Concur Cloud for Public Sector (CCPS) Data Center, travel searches for air, car and hotel through the SAP Concur website and the SAP Concur mobile app are below expected level . Affected users may encounter an intermittent error message, “We’re sorry. We encountered an issue that prevented us from completing your request.” when attempting to perform travel searches. Root cause: The root cause of the incident has been identified to have been caused by human error during a manual configuration update operation on a proxy service caused by a lack of environment specific process documentation, and compounded by insufficient post change validations, leading to a functional degradation of the impacted service. Corrective Actions: The relevant documentation has been updated with environment specific instructions and steps have been added to ensure proper validation occurs. Monitoring is also being reviewed to address potential issue detection gaps.