Configure Organization URLs

Configure Organization URLs

Configure Organization URLs to accessAssetExplorer Cloud instances using custom domains. A custom domain will help you access a specific service desk instance through a URL that is part of your organization's domain. You can create multiple domains and associate them with specific help desk instances.

Role Required: Organization Admin
 

Prerequisites   

Before you set up a custom URL, configure the CNAME of your sub-domain as explained below.
  1. Log into your domain hosting site and locate the DNS management page.
  2. In the DNS management page, add your sub-domain value in the CNAME field in the control panel.
  3. Map the CNAME provided to the URL provided in the New Customer URL pop-up in AssetExplorer (e.g., customer-sdpod-am1.csez.zohocorpin.com:31041). Note that this URL varies depending on your data center.
  4. After an hour, click the Verify button. Your sub-domain will be verified.
For example: If you have provided your sub-domain as assetdesk.zylker.com and your data center is configured as USA, your sub-domain should point to customer-sdpod-am1.csez.zohocorpin.com:3104
 

Add Custom Domain    

You can create multiple domains and associate them with specific help desk instances.

To create a new customized domain URL for accessing ServiceDesk Plus Cloud,
  1. Go to ESM Directory > Organization URLs > New Custom URL.
  2. Enter a subdomain name and select the verified domain from the drop-down.
  3. Click Verify & Save.
 

Associate Domains to Instances   

Once you have added and verified domains, you can associate them with instances.
  1. Go to the ESM Directory.
  2. Click Actions > Edit against the instance you wish to set up a Custom URL.
  3. In the Custom URL field, you can select the URL you wish to associate with this instance. All verified domains will be listed in this field.
  4. Click Save. The instance can now be accessed using the selected custom URL.
 
Info
You can also associate a domain/Custom URL with multiple instances.  

When you associate a custom domain with  multiple instances,  
  1. If one of the associated instances is the default instance, then that instance will be shown when the custom domain URL is accessed.  
  2. If the default instance is not marked, then the user's default setup will be followed. 
  3. If the custom URL used has the instance name [URL Name], then priority will be given to the instance with the URL name.  For example, let's assume, there are two custom URLs sysadmin.zylker.com and hrdesk.zylker.com. And of which sysadmin.zylker.com is mapped to the IT desk and hrdesk.zylker.com is mapped to HR desk, in this case, accessing https://sysadmin.zylker.com/app/hrdesk and https://hrdesk.zylker.com/app/hrdesk will redirect to the HR desk instance. 
  4. If a user inputs the instance name into the URL, i.e., zylker.com/app/<instance name>, then the user will be redirected to that particular instance, provided the user has access to it. 
  5. If the user does not input the instance name into the URL i.e., zylker.com, then the following cases can happen:
    1. If a domain has only one AssetExplorer instance associated with it, then accessing zylker.com will redirect to that mapped instance.
    2. If multiple instances are associated, then resolution will happen based on the organization and user configuration in the default portal. i.e., If the user has a default portal, then navigation will happen to the user's default portal. 
  6.  When you make a URL the default URL, then the instances with no custom URL will be mapped with the default URL. The same URL will be used to access as well as while sending links in mail notifications for that particular instance. 
AssetExplorer Cloud automatically verifies the CNAME of your sub-domain that points to the application. If the verificAssetExplorer immediately, depending on your data center configuration.

If your data center has mandated SSL certification, you can use your custom URL after an SSL certificate is applied.
 
Once created, custom URLs cannot be edited. However, you can delete the existing custom URL and add a new URL, if needed.

Do not remove the CNAME entry even after verification as it will be used for service redirection. Without this entry, the service cannot be reached using a custom domain.


Info
In the event of CNAME verification failure, a message will be displayed in the application UI citing the reason for failure.
 
Note that CNAME verification for custom domains is not the same as verifying domains explained above. Domain verification verifies your primary domains, while custom domains verify your sub-domains. Therefore, you must configure the CNAME of your sub-domains before setting up a custom URL.

 

SSL Certification    

SSL Certificate will be automatically applied to secure your domain. The process for SSL certification is initiated immediately after your custom domain is created. Typically, custom domains are validated and SSL certification will be completed in 1 business day. You can track your SSL Certification status from the ESM Directory > Organization URLs if needed.

Info
Once the SSL is certified and updated, the application will run only in HTTPS mode. We will implement the SSL certificate and enforce HTTPS for your custom domain using a multi-domain certificate on our servers.
 

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