Custom URL errors and fixes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Custom URL errors and fixes

    This guide addresses common errors encountered during the setup and configuration of Custom URLs in ServiceNow, specifically for the Australia release version. It provides practical fixes and explanations to help administrators successfully create and manage Custom URLs for their instances.

    Show full answer Show less

    Common Setup Errors and Resolutions

    • Error: "Unable to create a Custom URL. Try again later."
      Fix: This may be caused by external issues; retry after some time. Typically, Custom URL creation takes about 30 minutes. If delays persist, contact support.
    • Error: Submission blocked because another Custom URL request is in progress.
      Fix: Verify the status of ongoing Custom URL jobs before submitting a new request.
    • Error: Properties like Glide Proxy or Glide Servlet must be cleared before setting the instance URL.
      Fix: Ensure these properties are cleared as they are managed automatically by the Custom URL process.
    • Error: Provisioning is still in progress and can take several hours.
      Fix: Wait for the provisioning process to complete; the instance administrator will be notified.
    • Status: Custom URL is set as the new instance URL, but the base URL remains active temporarily.
      Note: Only the instance URL will be used in notifications; other URLs remain active but do not serve as the primary instance URL.
    • Action Confirmation: Changing the Custom URL triggers a confirmation; proceeding initiates the URL change process.
    • Error: Attempt to modify glide.servlet.uri or glide.proxy.host properties.
      Fix: These properties are managed by Custom URL and cannot be modified manually.
    • Error: CNAME record for the custom domain does not correctly point to the base ServiceNow domain.
      Fix: Verify and correct the CNAME record configuration with your DNS provider.
    • Error: Missing CNAME record for the custom domain.
      Fix: Configure the CNAME record with your URL provider before setting the Custom URL.

    Key Considerations for ServiceNow Customers

    • Only one Custom URL can be designated as the instance URL at a time; others can remain active but will not be used for notifications.
    • Custom URL provisioning requires patience as it may take several hours to complete.
    • Proper DNS configuration, especially the CNAME record, is critical for successful Custom URL setup.
    • System-managed properties related to the URL must not be altered manually to avoid configuration conflicts.

    By following these guidelines and troubleshooting tips, administrators can effectively manage Custom URL configurations, ensuring smooth and reliable access to their ServiceNow instances under custom domains.

    A list of common errors and associated fixes for a custom URL setup and configuration.

    Errors during setup

    Error message Fix
    Unable to create a Custom URL. Try again later. There might be an issue outside of your control interfering with the custom URL creation. Run at a different time before contacting support.
    Note:
    It usually takes 30 minutes to create a custom URL. If it is taking longer, contact .
    Unable to submit your new Custom URL request because another Custom URL request for your instance is still in progress. Check the status on your Custom URL Jobs before you submit a new request.
    You must clear the following properties before the instance URL can be set: Glide Proxy, Glide Servlet.
    The provisioning of <custom_domain> is still in progress. This process can take up to X hours. Your instance administrator will receive a notification when this process completes. After the provisioning on an instance starts for a custom URL, you must wait for the process to complete before the status changes.
    <custom_domain> is now set as the new instance URL. <base.service-now.com> is still in service, but all new URLs, such as in notifications, will use <custom_domain>. Only one URL can be designated as the instance URL. The other URLs that are associated with your instance can be active, but only the instance URL can use notifications.
    The Custom URL <custom_domain> is set to be immediately removed from the instance configuration and revert back to <base.service-now.com>. <custom_domain> continues an association to this instance as long as the CNAME record in your DNS is set. This message confirms that you intend to change your custom URL. By accepting this confirmation, you initiate the change of the URL to your instance. Any URL that is on your Domain Name list, as a custom URL, can be active unless you remove it from the CNAME record on your provider.
    You cannot modify glide.servlet.uri. This property is set by Custom URL.
    You cannot modify glide.proxy.host. This property is set by Custom URL.
    The CNAME record for <custom_domain> does not point to <base.service-now.com>. The configuration on the URL provider side is not correct. Check your configuration on the CNAME record.
    Missing CNAME record for <custom_domain>. The CNAME record must be configured from your URL provider before the custom URL can be set for your instance.