New London Custom URLs

[Kenny Hosey]

My organization is going to need to rebrand in the next few months, and with this rebranding we will be required to update the URL for our instances to a new name.  For example, we are currently on abc.service-now.com.  We will need to rebrand to 123.service-now.com. 

With the new functionality in ServiceNow to allow for custom URLs with the London release, does anyone know how we go about it.  I have enabled the plugin, enabled the system properties, and attempted to add in a custom URL only to be presented with this error.  Error Message Domain 123.service-now.com is unreachable. Ensure it is up and running before adding it as a custom url. 

Obviously, this is just an example of what we're trying to do and we'd have a valid name for the domain.  I'm just not sure what step I'm missing.

Is this URL something that has to be registered first?  Am I only allowed to do this with the same name of my existing instance (i.e. servicenow.abc.com)?  Any help on this would be much appreciated!

Thank you in advance for the assistance

[Jeff Currier]

This document covers some of the requirements.  The key items being these

Set the CNAME with the provider

The CNAME record must be set as the ServiceNow instance URL.

[Optional] Establish a CAA record

If you are using certificates, a CAA record must be set with a certificate provider. This record must be set to LetsEncrypt.org.

Note: Currently, ServiceNow only uses LetsEncrypt.org to issue SSL certificates for the custom URLs added to the instance.

VIP must be set

Your ServiceNow instance must be on a dedicated VIP. Contact ServiceNow support for any issues.

So you will need to modify the DNS CNAME within your domain for this to work.  You also need to make sure it propagates before you can use it.

Hope this helps.

-Jeff

[Jeff Currier]

Kenneth,

Did you have any luck getting this to work?

-Jeff

[Madhav9]

Hi Jeff

We are having similar error while providing custom URL. Since you have mentioned about CNAME to be set, can you please navigate us from where to change CNAME details?

[Jeff Currier]

You need to set the CNAME in your DNS configuration if you are authoritative for your domain.  Then you can match to your instance.