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Associating custom URLs to your instance

Associating custom URLs to your instance

You can add a custom URL or multiple custom URLs through the Now Platform to your ServiceNow instance.

If you want your ServiceNow instance to be accessible by a company-branded or custom URL, this feature enables this functionality. You can configure one or multiple custom URLs to your instance, and configure your custom URL to service portal mapping.
Note: Custom URLs are only supported for an instance hosted by ServiceNow and are not available for on-prem customers.
The implementation uses a DNS subdomain concept. You must be the owner of the top-level domain (TLD) to use the TLD or any subdomain as a custom URL. For example, your instance might have the following designated URL and additional custom URLs:
https://acme.service-now.com
The initial domain name for Acme that came with the ServiceNow instance.
https://support.acme.com
A custom URL that associates to your ServiceNow instance. This URL is referred to as an alias (CNAME) of the initial domain name.
https://US-support.acme.com
A secondary custom URL that associates to a service portal on your instance. Your instance can support multiple custom URLs to the same service portal.
Before you can associate a custom URL, you must own (or purchase) a URL through a domain provider. There are specific configurations which must be done before you can create the custom URL on your instance. These configurations include:
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.