On June 17, 2025, we received notifications that customers were encountering an error when attempting to trigger CloudWorks™ integration jobs via API. Initially, it appeared that this issue affected all regions. However, we subsequently identified that only the following regions were affected:
At 11:10 UTC, we declared an incident and quickly ascertained that the issue was related to missing domain records. We identified that an update had been made the previous day to improve the standardization of our external routing configuration. This update was reverted, and we started to see successful requests to the CloudWorks API across affected regions. Full service was restored at 12:37 UTC.
We have reviewed why the update resulted in adverse behavior. The routing records for CloudWorks use a specific approach, which we have gradually phased out from other services. The update removed the path for this approach, resulting in requests being unable to resolve.
To stop this issue from happening again, we're making several changes to our process. We're updating the routing records for CloudWorks before reinstating the original update. We are enhancing the CloudWorks APIs external monitoring to better replicate the customer journey and improve our ability to identify issues proactively.
We apologize for any impact this issue may have had on your business operations. We're continuously strengthening our systems and procedures to ensure we avoid future disruptions to your business and users.
If you have further questions or concerns, please visit the Anaplan Support website. Thank you for your patience during this situation and thank you for being an Anaplan customer.