Custom URL errors and fixes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Custom URL errors and fixes

    This guide provides a concise list of common errors encountered during the setup and configuration of Custom URLs in ServiceNow Yokohama release, along with practical fixes. Understanding these errors and their resolutions helps you ensure a smooth custom URL setup process that correctly associates your domain with your ServiceNow instance.

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    Common Setup Errors and Practical Fixes

    • Unable to create a Custom URL. Try again later. – This may be due to external issues beyond your control. Wait and retry later, as custom URL creation typically takes up to 30 minutes. Contact support only if delays persist.
    • Another Custom URL request in progress. – Check the status of ongoing Custom URL jobs before submitting a new request to avoid conflicts.
    • Must clear Glide Proxy and Glide Servlet properties. – These properties must be cleared before setting the instance URL.
    • Provisioning in progress. – The provisioning process for a custom domain can take several hours. Wait for completion; the instance administrator will be notified.
    • Instance URL updated. – Once the custom URL is set, it becomes the primary URL for notifications. Other URLs remain active but cannot be used for notifications.
    • Immediate removal of Custom URL. – Removing a custom URL reverts the instance to the base ServiceNow domain, but the custom URL remains associated if the DNS CNAME record is still set.
    • Confirmation required to change custom URL. – Changing the custom URL requires explicit confirmation to initiate the update.
    • Active URLs and CNAME records. – Any URL listed in your domain as a custom URL remains active unless removed from your DNS CNAME record.
    • Modification restrictions. – The properties glide.servlet.uri and glide.proxy.host are managed by the Custom URL configuration and cannot be manually modified.
    • CNAME record does not point correctly. – Verify that your CNAME record correctly points to the base ServiceNow domain. Incorrect setup on your DNS provider side prevents successful custom URL configuration.
    • Missing CNAME record. – Ensure your DNS provider has a valid CNAME record for your custom domain before attempting to set the URL on your instance.

    What This Enables and Why It Matters

    Proper configuration of Custom URLs allows you to brand and customize your ServiceNow instance URLs, enhancing user experience and domain consistency. This guide helps you quickly identify issues during setup and apply the correct fixes, ensuring your custom domain is correctly provisioned, set, and maintained without disruption to notifications or service access.

    A list of common errors and associated fixes for a custom URL setup and configuration.

    Errors during setup

    Error message Fix
    Unable to create a Custom URL. Try again later. There might be an issue outside of your control interfering with the custom URL creation. Run at a different time before contacting support.
    Note:
    It usually takes 30 minutes to create a custom URL. If it is taking longer, contact .
    Unable to submit your new Custom URL request because another Custom URL request for your instance is still in progress. Check the status on your Custom URL Jobs before you submit a new request.
    You must clear the following properties before the instance URL can be set: Glide Proxy, Glide Servlet.
    The provisioning of <custom_domain> is still in progress. This process can take up to X hours. Your instance administrator will receive a notification when this process completes. After the provisioning on an instance starts for a custom URL, you must wait for the process to complete before the status changes.
    <custom_domain> is now set as the new instance URL. <base.service-now.com> is still in service, but all new URLs, such as in notifications, will use <custom_domain>. Only one URL can be designated as the instance URL. The other URLs that are associated with your instance can be active, but only the instance URL can use notifications.
    The Custom URL <custom_domain> is set to be immediately removed from the instance configuration and revert back to <base.service-now.com>. <custom_domain> continues an association to this instance as long as the CNAME record in your DNS is set. This message confirms that you intend to change your custom URL. By accepting this confirmation, you initiate the change of the URL to your instance. Any URL that is on your Domain Name list, as a custom URL, can be active unless you remove it from the CNAME record on your provider.
    You cannot modify glide.servlet.uri. This property is set by Custom URL.
    You cannot modify glide.proxy.host. This property is set by Custom URL.
    The CNAME record for <custom_domain> does not point to <base.service-now.com>. The configuration on the URL provider side is not correct. Check your configuration on the CNAME record.
    Missing CNAME record for <custom_domain>. The CNAME record must be configured from your URL provider before the custom URL can be set for your instance.