Anaplan experienced a minor incident on April 25, 2025 affecting us3: Cloud - US and us4: Cloud - US, lasting 1h 35m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 25, 2025, 02:14 AM UTC
We are currently investigating an issue impacting customers’ ability to run Cloudworks integrations. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- identified Apr 25, 2025, 02:29 AM UTC
The issue has been identified and the teams are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- identified Apr 25, 2025, 02:51 AM UTC
We've spotted that something has gone wrong. We're currently fixing the issue, and will provide an update soon.
- resolved Apr 25, 2025, 03:49 AM UTC
The technical team identified the issue and after fixing the issue. The business is back to normal.
- postmortem May 07, 2025, 05:44 PM UTC
On April 25, 2025, at 01:51 UTC, we received reports that Restricted Integration Users \(RIUs\) were experiencing issues when attempting to run or view CloudWorks™ integrations. This issue affected us3: Anaplan Google Cloud - Dedicated. Our investigation identified that a release to an authorization component had been made the previous day. The release changed the order in which permissions were applied to users with multiple roles, including the RIU role. As a result of this change, the RIU role wasn't correctly applied and RIUs were unable to access CloudWorks™ integrations. We rolled back the release, and full service was restored at 03:08 UTC. We reviewed out other regions and identified that the issue was also present in us4: Anaplan Amazon Cloud Dedicated. We completed a rollback in this region, and full service was restored at 03:40 UTC. To prevent this issue from happening in the future, we're making several improvements to the management of multiple roles. These improvements include additional testing and regression scenarios and capabilities. We're also adding specific alerting on the RIU role in addition to the service level alerting already in place. We apologize for any impact this issue might have had on your business operations. We're continuously strengthening our systems and procedures to ensure we avoid future disruption to your business and users. If you have further questions or concerns, please visit our [Support website](https://support.anaplan.com/). Thank you for your patience during this incident and thank you for being an Anaplan customer.