This article explains how Custom URLs work in a multi-instance setup in ServiceDesk Plus Cloud, including routing behavior based on instance mappings, user preferences, and organization-level settings.

Supported URL Types  

1. Global URL -->  https://sdpondemand.manageengine.com

• Adding or editing custom service URLs based on the ServiceDesk Plus Cloud domain (for example, zylker.sdpondemand.manageengine.com) is no longer supported.

• Existing subdomains can continue to be used or deleted.

• For long-term usage, it is recommended to migrate to an organization-owned custom domain.

3. Organization-Owned Custom Domain URL --> https://helpdesk.zylker.com

Organization Preferred Landing Page  

• Can be configured under: ESM Directory → ESM Portal

Custom URL Behavior in Multi-Instance Environments  

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The behavior of a Custom URL depends on:

• The number of instances mapped to the URL

• User-preferred instance selection (⭐)

• Organization-level landing page settings

Routing Rules  

Instance Mapping Scenarios  

Scenario 1: Subdomain URL and Custom URL Used Together  

• Instance 1: Subdomain URL mapped

• Instance 2: Custom URL mapped and marked as default (⭐)

Result:

• Both instances are accessible via the custom URL.

• When users access the application using the custom URL, Instance 2 opens by default because it is explicitly mapped and marked as preferred.

To open Instance 1 instead:

• Mark Instance 1 as the preferred instance (⭐).

Scenario 2: Same Custom URL Mapped to Multiple Instances  

• If multiple instances are mapped to the same custom URL:

• The user-preferred instance (⭐) takes precedence.

• If no preference is set, users are redirected to the organization’s preferred landing page (ESM Portal).

Scenario 3: Subdomain-Only Configuration  

• When all instances use only subdomain URLs:

• The star-marked instance (⭐) and

• ESM Portal preferences
  determine which instance opens by default.

Best Practices  

• Use an organization-owned custom domain for long-term scalability.

• Clearly define:

• Organization-level preferred landing page

• Default (⭐) instance behavior

• Communicate instance preference usage to end users for predictable access behavior.

• Add the custom domain URL to your IDP sign-in URL in order to redirect the users directly to SAML page. (Subject to change due to security concerns)