Joule Not Working

[Travelante]

Hi everyone,

By now, we've spent more than 6 months trying to make Joule Base work. We're an IT company, so the tech part is easy for us. The problem starts with the performance of Joule.

I don't think there was even a single time over this period when we could finalize booking air tickets—it crashes with different errors. We use Indirect Travel, so all our support tickets are assigned to our TMC, who claim they have no control over it and say none of their clients use it (which seems weird because it is a big agency).

Despite sharing traces and logs with Concur Support multiple times, there has still been no improvement.

Can you please share your experience with making Joule Base work? We are really desperate at this point.

P.S. We actually managed to make it work once, but it took more than 20 minutes to book air travel; it was ultra-slow.

[samasuraj]

Hi

Topic: Joule Not Working

Please check the below. Hope this helps.

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This is an SAP Concur Joule Base performance and air-booking failure issue.

Repeated crashes, booking failures, and 20-minute response times are not acceptable production performance. However, the root cause cannot be confirmed without examining the errors and transaction logs.

Recommended resolution — step by step

1. Verify Joule Configuration: Confirm Joule Base is activated correctly and the required Concur Travel permissions and integrations are enabled.
2. Test Concur Travel Directly: Attempt the same flight booking without Joule. If successful, the issue may be specific to Joule or its integration.
3. Validate TMC Integration: Ask the Travel Management Company to verify booking services, GDS connectivity, and ticketing workflows.
4. Review Error Logs: Capture error messages, timestamps, correlation IDs, and failed booking transactions.
5. Perform Performance Testing: Compare search, flight selection, reservation creation, and ticketing response times.
6. Escalate to SAP Concur: Request a joint investigation involving SAP Joule engineering, Concur Travel Support, and the TMC.
7. Request Product-Level Review: Ask SAP to confirm known defects, applicable fixes, and whether the deployed Joule Base functionality is fully supported for your travel configuration.

How to identify the responsible component

Test result	Likely investigation area
Concur Travel works; Joule fails	Joule integration or orchestration
Both Joule and Concur fail	Travel booking service, supplier, or GDS
Booking succeeds but ticketing fails	TMC fulfillment or ticketing integration
Both are consistently slow	Shared backend services, connectivity, or performance

Recommendation: Continue booking directly through Concur Travel or the approved TMC channel until Joule booking reliability is established.

Important: Since the issue has persisted for six months, request a formal SAP Concur problem escalation with a designated technical owner, documented reproduction steps, and a remediation plan rather than continuing with isolated support tickets.

Thanks & Regards

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Samantha Prathikantam

SF_EC & ECP / SAP Concur Consultant

[KevinD]

@Travelante I forwarded this post to someone who has direct contact with the product team in charge of Joule. I provided this person your company name. I cannot guarantee a response, but I'm hoping they read your post and make efforts to reach out to your company. 

[Travelante]

Hi Kevin,

Many thanks, appreciate it