Set up a custom URL as the instance URL

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add a custom URL to your instance configuration to use instead of your ServiceNow URL. This custom URL ensures that embedded components remain accessible in your browser, even when third-party cookies are turned off.

    Before you begin

    • You must Activate the custom URL plugin. For more information, see Activate custom URLs.
    • You must purchase or register a URL before adding the custom URL to your instance.

    Role required: admin

    Procedure

    1. Navigate to All > Custom URL > Custom URLs.
    2. You should either:
      • Select New to associate a new domain name that is new to your instance.
      • Select a custom URL that has already been set up as your instance URL.
    3. On the form, fill in the fields.
      Table 1. Custom URL fields
      Field Description
      Domain Name Fully qualified domain name (FQDN) of the custom URL. The FQDN is a CNAME redirect created in the name server record for the custom domain.
      Note:
      For example, in the name server for acme.com, you might create an entry: 
      support.acme.com 300 IN CNAME acme.servicenow.com
      Is Instance URL Option to enable this custom URL for all outbound URLs. Only one active custom URL can be the instance URL.

      To enable this setting for a custom URL, select Set as Instance URL on the URL record. Any previous custom URLs are then removed.

      Note:
      If you set this as the instance URL, it automatically replaces any previously set custom URL that was used as the instance URL.
      Status Displays the status of the custom URL record. If the status is Active, the custom URL is provisioned and ready to use.
      Service Portal Service portal that you want to use when you redirect users to your instance using the custom URL.
      Identity Provider Identity Provider for the custom URL enables you to allow users to auto-redirect to specified IdPs defined at the custom URL record.

      A custom URL should activate within several hours on your instance.

      Note:
      • You must delete the custom URL record from ServiceNow instance first and then delete any Domain Name Server (DNS) entries from the DNS server.
      • Any deletion of a DNS entry from DNS server prior to deletion of custom URL record from ServiceNow instance results in blocking the deletion of other corresponding custom URL records from ServiceNow.