Issues\questions around multiple custom URLs

[Matt Warwick]

Hello all,

I'm just wondering how people are dealing with issues that might arise from using multiple custom URLs for different portals.(https://docs.servicenow.com/bundle/washingtondc-platform-security/page/integrate/authentication/conc...)

Let's say we have the following setup:

Base URL: servicenow.domain.com (and thereforce servicenow.domain.com/it and /hr)

Portal 1: it.domain.com

Portal 2: hr.domain.com

We use Azure\Entra ID to authenticate users. If you're logged in at servicenow.domain.com and visit portal1.domain.com then you're no longer logged in.

This causes us a few issues:

Links in email notifications all use the base instance URL. To work around this we've implemented a custom table and some mail scripts that will allow you to set a portal for a ticket type, so for example incidents will use the IT portal URL, HR cases use the HR portal URL etc...

Links within KB articles:
If someone creates a link in a KB article to a specific instance then the user can be logged in, then click on a link to a KB article in a different portal so they get told then need to login again - this is very bad UX. To work around this we've got some custom javascript that runs after the page loads to check that URL the user is currently on and dynamically update the links in the page (hacky, but it works!)

Virtual Agent Links:

Something I'm currently trying to sort out. User chats to our virtual agent on the IT portal, but if we send them a link to a record (like an incident) then that link is for the base instance URL so the user isn't logged in.

So, I'd love to hear how other people deal with this, as it seems to be a great feature (having a different vanity URL for each portal is great), but throws up numerous other issues.

Thanks,

Matt

[vivek_chudasama]

Having the similar issue, please udpate If the fix is found.

[Hutter]

Facing the very similar situation, right now it is very hard to use different custom URLs as all hyperlinks / notifications are no longer working