Domain management
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Introduction
Service Desk domain management lets administrators set up a branded URL for accessing the Service Desk. With domain management you can redirect the URL your users access to log into Service Desk. 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 has already migrated your account to ESM, follow Steps 1 and 2 below, and then repeat Step 3 for each service provider, excluding the IT service provider.
In these examples, the account name is ACME.
Step Applies to Type Domain name Canonical name TTL 1 Organization level CNAME [organization sub-domain].acme.com org-acme.samanage.com 60 min 2 IT service provider CNAME [account name ].acme.com acme.samanage.com
60 min 3 All other service providers CNAME [service provider sub-domain].acme.com [value from *]-acme.samanage.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 Certificate management.
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Domain ownership and certificates.Ownership validation is required for all attached/uploaded certificates. Your DNS administrator needs to provide a txt record for each of your certificates.
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. -
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.