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Merge pull request #2006 from concur/preview

Preview -> livesite 2019-06-07
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jonikamelcher committed Jun 7, 2019
2 parents 0c5003e + 69bd1e6 commit 3d1119df27ea9915d1efcfd8d0b83f7fd9ef40b9
@@ -1,7 +1,5 @@
- title: Support Options
url: /tools-support/support.html
- title: Request Support (Partners)
url: /tools-support/requesting-partner-support.html
- title: API Lifecycle & Deprecation Policy
url: /tools-support/deprecation-policy.html
- title: Release Notes
@@ -49,7 +49,6 @@
<a href="#" class="dropdown-toggle" data-toggle="dropdown" role="button" aria-haspopup="true" aria-expanded="false">Support <span class="caret"></span></a>
<ul class="dropdown-menu">
<li><a href="{{ site.baseurl }}/tools-support/support.html">Support Options</a></li>
<li><a href="{{ site.baseurl }}/tools-support/requesting-partner-support.html">Request Support (Partners)</a></li>
<li><a href="{{ site.baseurl }}/tools-support/release-notes/index.html">Release Notes</a></li>
<li><a href="{{ site.baseurl }}/announcements/index.html">Announcements</a></li>
<li><a href="{{ site.baseurl }}/tools-support/videos/index.html">Videos</a></li>
@@ -11,8 +11,8 @@ These guides are intended to help you gain a better understanding of our APIs in

**SAP Concur Clients**: You can create solutions that interface with your SAP Concur data once you have purchased the Web Services product. Contact SAP Concur Support to get started.

**New App Center Partners**: Your company must enter into a commercial agreement with SAP Concur before using the APIs. If you have not yet entered into an agreement with SAP Concur, contact our [business development team](mailto:bizdev_concur@sap.com).
**New Partners**: Your company must enter into a commercial agreement with SAP Concur before using the APIs. If you have not yet entered into an agreement with SAP Concur, contact our [business development team](mailto:bizdev_concur@sap.com).

**Existing App Center Partners**: Depending on the solution you want to build, the SAP Concur Platform team may need to configure your existing sandbox for your new needs. You can make that request by contacting your Alliance Manager.
**Existing Partners**: Depending on the solution you want to build, the SAP Concur Platform team may need to configure your existing sandbox for your new needs. You can make that request by contacting your Alliance Manager.

**All Developers**: Before using the Integration Guides, you must understand the [authentication process](/api-reference/authentication/apidoc.html).
@@ -429,14 +429,16 @@ The maximum allowed size of `OTA_HotelResRS` is 150 KB. Any response that exceed
<GuaranteePayment>
<AcceptedPayments>
<AcceptedPayment>
<PaymentCard CardCode="VI"/>
<PaymentCard>
<CardType>VISA</CardType>
</PaymentCard>
</AcceptedPayment>
</AcceptedPayments>
</GuaranteePayment>
<GuaranteePayment>
<AcceptedPayments>
<AcceptedPayment>
<PaymentCard CardCode="MC">
<PaymentCard>
<CardType>Mastercard</CardType>
</PaymentCard>
</AcceptedPayment>
@@ -445,21 +447,9 @@ The maximum allowed size of `OTA_HotelResRS` is 150 KB. Any response that exceed
<GuaranteePayment>
<AcceptedPayments>
<AcceptedPayment>
<PaymentCard CardCode="CA"/>
</AcceptedPayment>
</AcceptedPayments>
</GuaranteePayment>
<GuaranteePayment>
<AcceptedPayments>
<AcceptedPayment>
<PaymentCard CardCode="IK"/>
</AcceptedPayment>
</AcceptedPayments>
</GuaranteePayment>
<GuaranteePayment>
<AcceptedPayments>
<AcceptedPayment>
<PaymentCard CardCode="AX"/>
<PaymentCard>
<CardType>AmericanExpress</CardType>
</PaymentCard>
</AcceptedPayment>
</AcceptedPayments>
</GuaranteePayment>
@@ -131,10 +131,10 @@ The criterion is used to define the search criteria. Currently we support only
The radius element is used along with the Hotel Preference to categorize the search results.

|Name|Type|Description|
|---------------------|--------------------------|-------------|
|`Distance|`numericStringLength1to16`|**Required** The distance from a reference point.|
|`DistanceMax`|`numericStringLength1to16`|Attribute indicating the distance from a reference point for Preferred (Corporate) hotels.|
|`UnitOfMeasureCode`|`numericStringLength1to16`|**Required** The unit of measure in a code format. Refer to OpenTravel Code List Unit of Measure Code (UOM). SAP Concur uses `1` for miles, `2` for kilometers.|
|-------------|--------------------|-------------|
|`Distance`|`stringLength1to16`|**Required** The distance from a reference point.|
|`DistanceMax`|`stringLength1to16`|Attribute indicating the distance from a reference point or Preferred (Corporate) hotels.|
|`UnitOfMeasureCode`|`stringLength1to16`|**Required** The unit of measure in a code format. Refer to OpenTravel Code List of Measure Code (UOM). SAP uses `1` for miles, `2` for kilometers.|

#### <a name="stay-date-range"></a>StayDateRange

@@ -43,9 +43,9 @@ When guarantee type is set to ‘none’ the FOP selection will not be triggered

**4. Descriptive Billing Data**

For Company Account payment or virtual payment, descriptive billing data is required. Descriptive billing data is typically profile data (e.g. cost center or employee ID) or custom trip fields (e.g. project number). Those fields need to be mapped to reference data fields in Concur so that it can be sent to the hotel supplier with the reservation. Descriptive billing data can be transmitted independently from the payment solution set up at hotel supplier. The field names can be individually defined by HotelService supplier. A client individual naming of custom fields will not be supported.
For Company Account payment or virtual payment, descriptive billing data is required. Descriptive billing data is typically profile data (e.g. cost center or employee ID) or custom trip fields (e.g. project number). Those fields need to be mapped to reference data fields in Concur so that it can be sent to the hotel supplier with the reservation. In order to have this data passed in the reservation request, it is required to have them displayed at the start of booking. Descriptive billing data can be transmitted independently from the payment solution set up at hotel supplier. The field names can be individually defined by HotelService supplier. A client individual naming of custom fields will not be supported.

Org units can also be integrated in this workflow. If enabled, they will be made available through our OTA_HotelResRQ call.
Org units can also be integrated in this workflow. If enabled, they will be made available through our OTA_HotelSearchRQ and OTA_HotelResRQ call.


**5. Reservation**
@@ -4,22 +4,55 @@ layout: reference

redirect_from:
- /docs-and-resources/support/index.html
- /tools-support/requesting-partner-support.html
---

[Service Status](https://open.concur.com)

## Support Scenarios

* **Partners** have two choices depending on the scenario.
* Alliance Team assistance - Partners should first contact their Alliance Manager or the [Alliance Team](mailto:concur_AppCenterAlliance@sap.com) for assistance that is not related to production app technical issues.
* [Technical Support ticketing](/tools-support/requesting-partner-support.html) - select this option to log a support case related to the operation of your certified, production application.
* [Technical Support ticketing](#log-a-support-case) - select this option to log a support case related to the operation of your certified, production application.
* **Company Administrators** access the [FAQ and other resources](https://www.concur.com/en-us/support) to get the help you need.
* **Individual Users** of SAP Concur products should request assistance from their company's internal help desk or their company's SAP Concur administrator.

## Maintenance Schedule
## Maintenance Schedule and Service Status

The SAP Concur platform undergoes routine maintenance each weekend, and releases updates monthly. During these periods, the service may be unavailable. Unplanned maintenance is performed rarely, and limited to high priority fixes. During downtime, any request to the SAP Concur Platform will receive an HTTP 503 error code. To check the current status see [Service Status](https://open.concur.com) where a message will be posted during planned maintenance.

#### Monthly Release Schedule

For details regarding planned releases, see the [SAP Concur Release Calendar](https://www.concurtraining.com/customers/tech_pubs/ReleaseCalendar/_ReleaseCalendar_client.htm).

## <a name="log-a-support-case"></a>How To Log a Support Case

In the App Center Partner Program, partners provide first-line support for their application.

* Please advise customers to contact you directly for support rather than SAP Concur, which may slow the support process down and reduce customer satisfaction.
* If you are an existing partner and would like support from SAP Concur, please follow the steps below to log a ticket.
* If you do not have login credentials to the partner support portal, please email [App Center Alliance](mailto:concur_appcenteralliance@sap.com?Subject=Support%20Portal%20Credentials) to request them.

[Login and open a partner support case](https://sapconcur.my.salesforce.com/secur/login_portal.jsp?orgId=00D600000007Dq3&portalId=06060000000PrEi)

Partner cases must include the following:

* App Name: Partners may have more than one certified app.
* Customer Name: This is the name that SAP Concur will recognize.
* For Partner apps certified after September 2017, tickets must include:
* The `CompanyUUID` -- available via the Company Info API.
* The `concur-correlationId` from the API response.
* Reproduction steps:
* Provide contextual information related to the issue so support engineers have an understanding of what the integration is attempting to accomplish.
* If applicable:
* Employee Name
* Expense Report Name, Travel Request Name, Payment Request Name, etc.
* Transactional data such as expense type, date, amount, etc.
* API related information:
* Refresh Token: Never supply this via email.
* API Request Information
* URI
* Include Method - `GET`, `POST`, `PUT`, `POST`
* `POST` payload.
* API Response Information
* All HTTP Headers
* Response payload.
* Additional log information relevant to the issue.

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