Will defining one Custom URL as Instance URL impact the use of the other Custom URLs?

[Johan van den H]

We are currently using two Custom URLs:
servicenow.acme.com
support.acme.com

We want our end users to always get links (to knowledge article and forms for instance) in the support.acme.com format.

Our support staff is using servicenow.acme.com to logon to the ServiceNow backoffice.

We are planning on setting the Custom URL support.acme.com as Instance URL (it is now not set) to make sure our end users are not getting any links like acme.service-now.com but only the support.acme.com links.

Will setting the Instance URL have any impact on our support staff when they are logging onto and working with servicenow.acme.com?

[M Iftikhar]

HI @Johan van den H, 

Briefly, yes, you can set support.acme.com as the Instance URL to ensure all system-generated links use that format. This will not prevent your support staff from logging on or working through servicenow.acme.com.

However, there is a key impact you need to consider:

• Session Redirection: When a support staff member using servicenow.acme.com clicks on a system-generated link (e.g., in an email notification), they will be redirected to support.acme.com. This will switch the domain in their browser.

• Potential Re-authentication: This redirection can cause issues with user sessions. If your Single Sign-On (SSO) is not configured to work seamlessly across both custom domains, users may be forced to log in again. This can be a disruptive user experience.

Here's the guide on settingn up custom URLs:

https://www.servicenowelite.com/blog/2019/9/25/custom-url 

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
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[kaushal_snow]

Hi @Johan van den H ,

Yes ,  setting support.acme.com as your Instance URL is possible and won’t break logging in via servicenow.acme.com. The old custom URL / default URL will still work, so your support staff should still be able to work via servicenow.acme.com.

A few things to consider so there are no surprises:

• Session cookies are tied to the domain, so mixing URLs may cause re login or strange session behavior....
• Email notifications, knowledge article links, any hard coded URLs should be reviewed/updated so they consistently use support.acme.com....
• SSO configuration (redirect URIs etc.) may need to include the new URL....
• MID server or integrations that expect a specific endpoint URL may need adjustment....

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