* Travel: Concur System Status

KNOWN ISSUE:

 

CHANGE NOTICE: 

• Concur Maintenance Window: March 29-31. During this time Concur Expense will not be available to submit expense reports while updates are applied. 
  Concur Request, Approval, and Travel modules will not be impacted during this time. 
   
• On April 10, the Concur travel system releases a new theme, with updated layout and design that improves the overall design consistency and accessibility of our previous design. See New Theme FAQ for details.

PREVIOUS UPDATES: ======================================================================

8-31-2023 Update: Service Disruption

** System Outage Impacting Approvals, Expense, Reporting and Request **

Travel Community, we appreciate your patience and flexibility as we are experiencing Concur platform instability issues. Concur support is aware of the issue but has not shared a timeline to resolution. For booking assistance, please contact World Travel directly at 877-210-8189.

 

8-8-2023 Update: UT ID Required for Enterprise/National Car Rentals
Travelers are now required to present their university ID when picking up Enterprise or National car rentals when traveling for university business. Rentals not validated by providing proof of university employment will be denied. This rental agency-driven change addresses fraudulent rentals made by non-university individuals. Original post 6-8-2023

UPDATE: University personnel can present their physical or digital UT identification. However, guest travelers, who are typically not affiliated with the university, do not have university identification. When arranging car rentals for guests, Enterprise/National recommend contacting the branch in advance of pickup to provide the guest traveler’s name and confirm the guest is permitted to utilize the rate that was booked in Concur on their behalf by the department

 

6-1-2023: Travel Policy Update
The significantly updated FI0705 – Travel policy and procedures are now effective and active in Concur. Questions? Contact travel@tennessee.edu for policy, technical, and training guidance.

Resolved: 7-31-2023 at 4:49 pm est: Concur reported a service degradation alert impacting access to the platform and all modules (Request, Travel, Expense, Mobile, Imaging, Analysis/Reporting). Users may experience intermittent errors or latency when logging in or attempting to perform tasks.  While impact has stabilized, the Incident Response Team (IRT) is continuing to monitor and investigate to ensure continued recovery.  Updates will be provided here or can be tracked on the SAP Concur Service Status Dashboard

Resolved. 6-1-2023.  There is an issue with Concur related to Lodging itemizations.  We are working with Concur Support to address this issue and recommend applying the following work around. Please let travel@tennessee.edu know if you experience this or other errors in different scenarios. 

Work around, if itemization triggered: 

• Itemization Entry Type: Single Itemization

• Transaction Date. This may need to be corrected to reflect the actual night of stay.  Enter the base room rate and click save. 
• Click Create Itemization, and select Lodging Tax. This may need to be corrected to reflect the actual night of stay. 
• Enter tax and click save.  

 Work around, if triggered by changing expense type from Lodging to Lodging Group: 

• Delete the expense item and create a new expense item with the updated expense type.  

Concur Unavailable. 5-26-2023; Updated 5-31-2023: EXTENDED. As we prepare for the updated FI0705 – Travel policy becoming effective June 1, significant modifications to the Concur travel system are necessary to realize these beneficial changes. A dedicated maintenance window has been set for Monday, May 29 at 8 am through Wednesday, May 31 at 11 pm Eastern. During this time, Concur Request and Expense modules will be unavailable to submit requests and reports using the website or mobile app.

Services NOT impacted by this maintenance window are:

• Travel module search and booking
• Booking services provided through World Travel
• Travel card usage
• Receipt upload using the mobile app or Available Receipt function
• Profile modifications including adding/removing delegates
• Approvers reviewing/approving existing submissions
• Onboarding new or updating guest travelers in IRIS

Travel Policy Update. 5-22-2023: The University of Tennessee System Administration Office of Finance and Administration has announced significant modifications to the systemwide travel policy that will greatly benefit the faculty and staff who utilize it, providing a more streamlined and user-friendly experience. Please take a moment to view the revisions. The revised policies and procedures, as well as information and training opportunities located in the Travel FAQ Training article, will be updated and live starting June 1.

 

American Airlines Fare Availability Beginning April 3, 2023 (3-30-2023)
Effective April 3, American Airlines will change how they display their airfares. This travel industry-driven change could potentially impact the fare results that are displayed with our travel agency, World Travel, and in Concur. The University is monitoring this change and will provide updates as more information becomes available. Currently, if booking travel using a University Travel Card, airfare must be purchased through World Travel or Concur. Changes to the FI0531 – Travel Card policy are not being considered at this time. ***NOTE: Other airlines, including Delta and United, have not implemented this new listing approach and availability through Concur or World Travel has not been impacted. ***

Contact World Travel for booking assistance at 877-210-8189 or blueteam@worldtrav.com during regular business hours.

International Airfare Booking Restrictions Removed (4-18-2023)
Travelers may purchase any international airfare, regardless of included destination, using Concur. If you need assistance, please contact World Travel.

2-16-2023: Resolved. CHANGE NOTICE, Updated 2-22-2023: *** INTERNATIONAL TRAVELERS *** The ability to book international airfare has been suspended. Travelers needing to make changes or purchase new international airfare will need to contact World Travel directly for assistance. They can be contacted 24x7. (Initial posting 2-16-2023)

• Call: (877) 210-8189 anytime or (865) 777-1600 for after-hours International needs (collect calls accepted)
• Email:  blueteam@worldtrav.com during regular business hours

4-5-2023 at 4 pm est: Resolved. Concur has issued a service degradation alert impacting access to the platform and all modules (Request, Travel, Expense). Users may encounter the following error: An error occurred while processing your request. Concur has not issued a workaround or a resolution timeline. Updates will be provided here or can be tracked on the SAP Concur Service Status Dashboard. Travelers seeking travel support (booking-related) should contact World Travel directly.

• Call: (877) 210-8189 anytime or (865) 777-1600 for after-hours International needs (collect calls accepted)
• Email:  blueteam@worldtrav.com during regular business hours

4-5-2023: Resolved. Available with Attachment Issue. Adding additional attachments to an Expense report line item or to the report header is not functioning. While it appears the document has been uploaded, it is not visible nor can it be confirmed as successfully attached. Concur Support is aware of the issue but has not offered a work around or a resolution time line.

4-4-2023: Resolved. Service Disruption: Receipt Attachment and Viewing. Concur is experiencing a service interruption with the imaging service that impacts the receipt attachment and viewing function. Affected users might experience an error: ”No image is available at this time - try again in a few minutes “when attempting to view or attach images. An ETA on when service is expected to return to normal has not been issued.
Please report issues to travel@tennessee.edu.

3-14-2023:  Resolved. Concur Available with Impaired Function and Known Issues. The Concur platform is available, however, Expense functionality is degraded.  Sporadically you will see the message, "upstream connect error or disconnect/reset before headers. reset reason: connection failure, transport failure reason: delayed connect error: 111".  Concur is aware of the situation and is working on resolving it.  

1-11-2023: Due to a system update on 12-20-2022, changes for bookings made in Concur or through World Travel before 12-20-2022 will require the assistance of an agent. Please contact World Travel directly for assistance. 

01-06-2023: Personal Car Mileage Rate Increases to $0.655 effective 1-1-2023

12-12-2022: K@TE Training Certificate Required to Submit Card Requests

On Monday, December 12, 2022, new travel and procurement card requests submitted in Concur will require the appropriate valid K@TE training certificate to be attached to the submission. This process change is intended to streamline the submission process for prospective cardholders and reduce delays by reducing the administrative burden of managing the request process across multiple platforms.

Prospective cardholders will start the card request process in K@TE and upon successful completion of the appropriate curriculum, download the training certificate that is valid for three months before initiating the Concur request. While this change will be communicated through multiple channels, including automatic completion emails from K@TE, additional compliance rules have been built into Concur that will prevent a new card request submission without an attachment. Certificates can be uploaded to the request using the Attachments drop-down menu to Attach the appropriate file. If an expired or mismatched certificate is attached, the Campus Card Coordinator will return the request.  

Additionally, we are including a warning alert that will not prevent the request submission regarding the work address. This information alert is intended to remind prospective cardholders to submit a complete address to receive their new card.

Previous Status Posted 1-20-2023: Resolved. Concur is currently experiencing login issues through both the website and mobile app. Affected users may intermittently encounter extreme latency, followed by a 502 Bad Gateway error when attempting to login. Support is working to resolve this issue but has not issued a timeline or workaround. For Travel module support, reach out to World Travel directly at (877) 210-8189 or blueteam@worldtrav.com.

Previous Status Posted: 12-5-2022. Resolved. Concur has identified a degradation affecting our service. Concur is aware of the issue and is working to determine the user impact and will provide information as it becomes available. 12-5-2022 at 11:30 am est.

• Users may experience an intermittent error, "502 bad gateway" when attempting to login. It may be possible to login after multiple attempts.
• Travel bookings are unavailable. Users may find the Travel tab is missing. Additionally, the Expense, Invoice, and Reports tabs may be highlighted in red.
  Contact World Travel directly to inquire about airfare, lodging and car rentals
  • Email:  blueteam@worldtrav.com with travel questions during regular business hours
              online@worldtrav.com with Concur Travel module questions during regular business hours
  • Call: (877) 210-8189 anytime or (865) 777-1600 for after hours International needs

Resolved Issues:

• Approved Requests Retired From Active Listing 90-days Past Trip End Date
  Previous function leaving approved requests in the Active review until manually closed or automatically closed at 180-days past trip end date. Current function moves approved requests out of the Active view at 90-days past the trip end date but are accessible under the Approved view.
  Resolved: Concur Support confirmed this is expected functionality.
• Expense Report Email Function Duplicates Messages
  Travelers/Delegates using the Print/Share expense report function to Email will receive two emails of the report. Submitting Concur support case to inquire about intended functionality. Issue resolved.

Previous Status Posted: 11-1-2022 at 1:48 pm; Resolved 11-1-2022 at 4:50 pm. Receipts not accessible

Previous Status Posted: 10-5-2022 at 10:32 am; Resolved 10-6-2022 1:11 pm

• Lodging Itemizations Not Currently Saving

• Trip Business Hard Stop Alert When Using Cash Advance Return
  Note the intended trip purpose in the Report Header Comments field and update the Trip Business Purpose field to reflect 'Multi Purpose.'

Previous Status Posted: 10-3-2022 at 10:30 am; Resolved 10-3-2022 noon

Service Degradation Impacting Expense. Concur has identified a degradation affecting our service. Concur is aware of the issue and is working to determine the user impact and will provide information as it becomes available. Affected users may experience timeouts or errors while using these modules.

Previous Status Posted: 9-14-2022 at 9:30 am; Resolved 9-14-2022

Concur has identified a degradation affecting our service. Concur is aware of the issue and is working to determine the user impact and will provide information as it becomes available. Affected users may experience timeouts or errors while using these modules.

Previous Status Posted: 8-3-2022; Resolved 8-4-2022

Mileage Calculator Requirement
We are currently experiencing an issue with the Mileage Calculator related to entering mileage utilizing a monthly mileage log.  We have opened a Support Case with Concur Support.

Expense Alerts Not Visible
If a report cannot be submitted due to a hard stop alert that is not visible in the Alert Summary, close and then reopen the report.

Previous Status Posted: 7-5-2022 at 11:30 am

Concur Available with Impaired Function and Known Issues
The Concur platform is available, however, Expense functionality (adding mileage expenses using the map calculator, processing or approving reports) may be impaired. The issue has been reported to Concur Support. Users may receive an application error like the one below. If you experience this or similar issues, try attempting the function again or exiting the system and starting a new browser session.

Previous Status Posted: 6-20-2022  2:00 pm est

Concur has identified a degradation affecting our service.  Affected users may experience an error "Sorry, but something went wrong with this task. Try refreshing the page, or sign out and sign in again.If the problem persists, please contact your company administrator or help desk with the following incident code: 2984593e-4fee-4a3b-9089-0c6f0371514d”

Concur is aware of the issue and is working to determine the user impact and will provide information as it becomes available.

Previous Status Posted: 6-14-2022  8:30 am est

System Outage Impacting Approval, Expense, Reporting and Request Services
Currently, Approval, Expense, Reporting and Request modules are not available via the desktop or mobile application. This also impacts delegate functionality and access to Expense and Request processing queues. Concur has not issued a formal notification for this outage nor an expected resolution time frame.

Issue Appearance in the Concur Travel System:

Travel (booking services) is available, however, if you experience issues please contact World Travel directly

Email:  blueteam@worldtrav.com with travel questions during regular business hours
            online@worldtrav.com with Concur Travel module questions during regular business hours

Call: (877) 210-8189 anytime or (865) 777-1600 for after-hours International needs

Previous Status Posted: 6-3-2022

The Concur platform is available and functioning normally, with the exception of two known issues listed below with suggested workarounds.

• Approval Emails Not Being Received
  Travelers, Delegates and Approvers should monitor travel submissions directly from the web-based or mobile Concur platform.

• Expense Alerts Not Visible
  If a report cannot be submitted due to a hard stop alert that is not visible in the Alert Summary, close and then reopen the report.

Previous Status Posted: 6-13-2022 at 1:28 pm est

Online with Degradation in Service - Request and Expense
Concur has identified a degradation affecting our service.  Affected users may experience an error "You are currently not set up to use any Concur products. Contact your Concur Administrator for assistance" when attempting to access these services. Additionally, users may experience missing Expense and Request tabs.

Concur is aware of the issue and is working to determine the user impact and will provide information as it becomes available.

Previous Status Posted: 5-13-2022 at 1:30 pm est

Additional information can be found on the Concur Status Center. Please note that not all service issues are represented in the Concur Status Center. If you have any questions concerning the Concur UT travel system, please contact the support team at travel@tennessee.edu.

Previous Status Posted: No Access to Approval, Request, Expense Modules | Travel module is not impacted
DATE: 5-13-2022 at 11 am est

While users can log into Concur, access to Approval, Request and Expense modules is not available at this time. This includes use of delegate and proxy functions. Concur support is aware of the issue but has not shared a resolution time line.

Issue Appearance in the Concur Travel System:

As resolution details are made available, this page will be updated as well as the travel support team's inbox reply available by emailing travel@tennessee.edu.