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Configuring Domain and SSL

Configure custom domains and SSL certificates for your ServiceOps SaaS instance to enhance security and brand consistency.

This guide provides comprehensive instructions for configuring custom domains and SSL certificates for your ServiceOps SaaS instance. Whether you're setting up a branded domain for your organization or implementing enhanced security measures, this document covers all essential aspects of domain and SSL configuration.

Prerequisites​

Before configuring custom domains and SSL, ensure you have:

  • Administrator access to your ServiceOps SaaS instance
  • Domain ownership with DNS management access
  • SSL certificate (if using custom certificates)
  • DNS provider access for domain configuration
  • Network connectivity to ServiceOps SaaS endpoints

Request SSL Certificate​

To enable HTTPS for your new domain, request an SSL certificate in AWS ACM (AWS Certificate Manager).

Domains to include:

  • example.com

  • *.example.com

When requested, the certificate status will show as Pending validation.

Domain Validation (CNAME Record)​

ACM will generate CNAME validation records. These must be added to your domain’s DNS provider (client’s DNS name server).

Example Validation Record:

  • CNAME Name: *.example.com
  • CNAME Value: _599a4d0cec1ac08f16cfHhsj7sad673nndsa.example.com.
note
  • Validation may take anywhere from a few minutes to several hours.
  • The certificate status will automatically change from Pending validation → Issued once AWS detects the DNS record.
  • Do not proceed until the certificate is in Issued status.

Add Application DNS Entry (A Record)​

Once the certificate is issued, create an A record in your DNS provider’s portal to map the tenant domain to the SaaS platform.

Example A Record:

  • Record Type: A
  • Record Name: TestTenant.example.com
  • Value (Target): TestTenant.serviceops.ai

After creating the record, inform the Support Team so they can verify propagation.

Configure AWS Load Balancer Rule​

Next, configure your AWS Application Load Balancer (ALB) to route traffic for the new domain.

  1. Go to AWS Console > EC2 > Load Balancers.
  2. Select your Application Load Balancer.
  3. Under Listeners > Rules, add a new rule:
    • If host header = TestTenant.example.com
    • Then forward to > the correct Target Group (application backend).
  4. Save the rule.

Application URL Update​

Once DNS and ALB configurations are complete, your application will be accessible via the new secure domain.

Example: https://TestTenant.example.com

✅ You have successfully updated your SaaS Domain URL.

Next Steps: After configuring your custom domain and SSL, proceed to User and Role Management to set up user accounts and permissions for your ServiceOps instance.