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
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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:
If your company is an ESM customer, follow Step 1 below, and then repeat Step 2 for each service provider.
Step Type Domain name Canonical name TTL 1 CNAME [organization sub-domain].acme.com org-acme.samange.com 60 min 2 CNAME [service provider sub-domain].acme.com [value from *]-acme.samange.com *
See the value on the service provider's account details page by navigating to Account > Service providers > SP.
Edit as needed for every service provider.
60 min
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SSL Certificate. SolarWinds strongly recommends that you purchase an SSL certificate. For additional information, see Upload your SSL certificate.
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Domain ownership and certificates. If you use wildcard certificates, your DNS administrator needs to provide a txt record containing your account unique code. See Account Unique Code. See also Certificate management for information on the types of certificates supported by SWSD.
Subject Alternative Name (SAN) certificate limitations. When using SAN certificates, subdomains prefixes can have only alphabetic characters (A-Z) and numeric characters (0-9), and they should be up to 10 characters long. The domain name can be changed after creation.
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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 and provisioning for more information.
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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.
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Be sure you have added a CNAME to your DNS record, as described above.
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Ensure that the domain you wish to use is mapped to your Self Service Portal.
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Navigate to Setup > Account > Domain Management.
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Enter the domain name you wish to use, and then click Update.
Enable SSL on custom domains
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Navigate to Setup > Account > Domain Management.
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Under SSL, select from the options: No SSL, Standard SSL, or Wildcard SSL.
Instructions for Standard SSL
Provide the required information, and then click Update.
Instructions for Wildcard SSL
After making the selection, click Update Certificate, and then paste the key and certificate into the respective text areas.
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.