Documentation forSolarWinds Service Desk

Domain management

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Introduction

SolarWinds Service Desk (SWSD) domain management lets administrators set up a branded URL for accessing the SWSD. With domain management you can redirect the URL your users access to log into SWSD. Rather than the URL being tied to your account name, you can customize it.

At initial setup, the URL your agents and end users go to is a default URL with the following format:

{{accountname}}.samanage.com

You can change the URL to your own branded one or a shortcut URL using domain management.

For example, instead of the default URL, you could use:

support.{{yourcompanyname}}.com

SolarWinds recommends partnering with your network administrator to help you make these changes.

Navigation

Setup > Account > Domain Management.

Considerations

  • CNAME. Your network administrator must add a CNAME record to your organization's DNS settings when changing the default URL. For example, to use servicedesk.acme.com instead of the default acme.samanage.com URL, the network administrator needs to add the following CNAME record:

  • SSL Certificate. SolarWinds strongly recommends that you purchase an SSL certificate. For additional information, see Upload your SSL certificate.

  • Domain ownership and wildcard certificates. The use of wildcard certificates requires your DNS administrator to provides a txt record containing your account unique code. See Account Unique Code for more information.

  • Single Sign-On. If you are currently using single sign-on with SWSD, the domain management adjustment may affect the routing of your login page. Please make sure to update your login redirect with your SSO provider. See Single sign-on for more information.

  • Multiple URLs. SWSD supports the use of a single URL. Customers who want to use multiple URLs should route additional URLs to the URL used for their service desk.

Upload your SSL certificate

You can upload or update your wildcard or non-wildcard certificate.

If you plan to use a wildcard certificate, provide your DNS administrator with the account unique code identified in your Account Summary, and ask for the creation of a txt record. See Account Unique Code for more information.

  1. Be sure you have added a CNAME to your DNS record, as described above.

  2. Ensure that the domain you wish to use is mapped to your Self Service Portal.

  3. Navigate to Setup > Account > Domain Management.

  4. Enter the domain name you wish to use, and then click Update.

Enable SSL on custom domains

  1. Navigate to Setup > Account > Domain Management.

  2. Under SSL, select the option appropriate for your organization:

    • No SSL
    • Standard SSL
    • Wildcard SSL
    If you select Standard SSL, you need to generate a request for the SSL certificate provider. Example below.

  3. Click Update.

Troubleshooting

Error: You've exceeded the number of attempts. Please try again later.

Users receive this error after they have tried five times within four hours from the last attempt to upload a certificate that is not valid. After receiving the message, users must wait four hours to try again.

Related topics

Email Settings: Personalized Email Names