Custom URL errors and fixes

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Custom URL errors and fixes

    This guide provides ServiceNow customers with common error messages encountered during the setup and configuration of Custom URLs, along with practical fixes. It is designed to help you quickly identify and resolve issues related to Custom URL provisioning, DNS configuration, and instance URL management in the Zurich release.

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    Common Errors and Practical Fixes

    • Unable to create a Custom URL. Try again later.

      This may indicate external issues delaying the creation process. Wait and retry later, as provisioning typically takes about 30 minutes. Contact support if delays persist.

    • Another Custom URL request for your instance is still in progress.

      Check the status of ongoing Custom URL Jobs before submitting a new request to avoid conflicts.

    • Must clear Glide Proxy and Glide Servlet properties before setting the instance URL.

      These properties must be reset to allow the Custom URL to be applied successfully.

    • Provisioning of the custom domain is still in progress.

      Provisioning can take several hours. An instance administrator will receive notification upon completion.

    • Custom domain set as new instance URL, but base URL remains active.

      Only one URL can be designated as the instance URL for notifications. Other associated URLs remain active but do not support notifications.

    • Custom URL removal confirmation.

      Removing a Custom URL will revert the instance URL to the base domain. The custom domain remains associated as long as its DNS CNAME record exists.

    • Cannot modify glide.servlet.uri or glide.proxy.host properties.

      These properties are managed automatically by the Custom URL feature and should not be manually changed.

    • CNAME record for custom domain issues.

      If the CNAME record does not point to the base ServiceNow domain or is missing, update your DNS provider configuration accordingly. Proper CNAME setup is mandatory before applying a Custom URL.

    Key Takeaways for ServiceNow Customers

    • Custom URL provisioning requires patience, typically up to 30 minutes or more, with notifications sent when complete.
    • Only one Custom URL can be the official instance URL used for notifications; others can remain active but with limited functionality.
    • Proper DNS configuration, specifically CNAME records pointing correctly to the base ServiceNow domain, is critical for successful Custom URL setup.
    • Some system properties related to Custom URLs are managed internally and should not be manually adjusted.
    • Monitoring ongoing Custom URL jobs prevents submission conflicts and supports smooth URL changes.

    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.