Troubleshoot

These are common scenarios encountered by travelers, travel coordinators and administrators. Contact your department travel coordinator or campus travel administration if you need assistance with any situation addressed below. Contact your campus travel administration if you need help with an issue not addressed here or covered in the basics of using Concur.​

 

Profile Settings

The traveler must contact the other client and request they change the username to a different email address or deactivate the account.

This is not something UA or SAP Concur can do. The administrator for that client must make the account changes.

The traveler must provide a different email address for their UA Concur username.

The traveler's username is set as UAID@alaska.edu and only accessible by a delegate or proxy.

In your Profile Settings under "Expense Delegates" or "Request Delegates" select the "Delegate For" tab to view your assigned delegates and the permissions you have for each. Verify that the “Can Prepare” and “Can Book Travel” delegate permissions are selected for that traveler.

If these permissions are not assigned, have the traveler or your campus travel administration assign the missing permissions. If they are assigned, contact your campus travel administration. They will work with you to determine the cause of and solution to the problem.

 

Travel Request

Approved Travel Requests drop off the "Active Requests" list once the travel has commenced, as indicated by the business travel dates documented in the Request Header.

Select an option other than “Active Requests” from the View drop-down menu or use the search fields to find a specific Request.

Visit the Request training library to learn more about navigating the Request dashboard. 

If “Travel Booking Tool” is selected as the answer to "How will you book your travel?" in the Request Header, the Travel Request is not fully approved until the trip is booked from the “Book” link.

Contact your campus travel administration to have them bypass this final approval step. Doing so will change the Action link to “Expense.”

Contact your campus travel administration to have them re-open the Travel Request.

Note: If the Request was not fully approved (including completing the “Pending on-line Booking” step) before it was canceled or closed, we cannot re-open it.

Copy the closed Travel Request and submit the copy. Contact your campus travel administration to have them move the new Request through the approval flow. Once ready, create the Expense Report from the new Request.

Note: Your travel administration will need the Request ID from the original Request as well to verify the prior approval.

Try re-attaching the document or logging out and back into Concur. It usually just needs the action re-engaged. 

 

Travel Booking Tool

Complete and submit the Travel Request generated from the booking. Ensure the Request Header and Expenses are adjusted to reflect all trip information.

The booking is placed on hold until the Request is approved. Once approved, the booking completes and a confirmation notification is sent.


The Request has an approval time limit of generally <24 hours. The time limit is in red at the top right-hand corner of the Request and under the “More” drop-down on the My Trips section of your homepage.

If not approved in time, the Request is no longer valid. The traveler or delegate must submit a new Request and book from the new Request once it is approved.

Complete the Request Header and submit the Travel Request generated from the booking. Once submitted, contact your campus travel administration.

Your travel administration can move the duplicate Request through the approval flow which completes the booking. They can also move the original Request out of “Pending on-line Booking” status.

Close/Inactivate the duplicate, erroneous Request generated from the booking and use the original Request for the Expense Report.

Follow the same steps as though the booking was initiated from the Travel module instead of the approved Travel Request.

This usually happens when the booking is interrupted before completion. E.g. The booking was not completed in one sitting, you clicked on another browser during booking or the booking process sat idle for too long.

 

Expense Report

Red Exceptions require resolution before you can submit the Report. Concur will clear the flags once the issue is resolved and the traveler or delegate selects "Submit Report" again.

Concur provides an explanation of and suggested resolutions for Red Exception audit flags. This information is found in the "Exceptions" box at the top of your Report or by hovering over the "red exclamation point in circle" icon.


Concur also provides information on Yellow Alert/Warnings. These are indicated by a "yellow exclamation point in triangle" icon but do not require resolution before submitting the Report.

Evaluations of Red Exceptions are triggered when the “Submit Report” button is clicked. After the item is corrected, these icons are re-evaluated and cleared by clicking “Submit Report” again.

Create and submit an additional Expense Report from the Travel Request with a comment regarding why a second Report is submitted (to provide clarity to anyone who reviews or audits the Report).

The second Report excludes a Travel Allowance and any other expenses documented on the first.

Create and submit an additional Expense Report from the Travel Request. Ensure the travel advance is attached by selecting "Cash Advances" from the Details drop-down menu. Use the expense type "Cash Advance Return" to document the outstanding advance.


The traveler must repay any outstanding amount owed. For employees, the amount owed is recouped through a payroll deduction. Non-employees must work with their campus travel administration to repay the amount owed.

The Travel Allowance itinerary is already entered (usually from another Expense Report) and listed under "Available Itineraries." Assigning the existing itinerary will resolve the error alerts.

Under "Available Itineraries," select the appropriate filter option from the drop-down menu. Find and select the itinerary for your trip. Click "Assign" and then edit the information if needed.