Refined for JSM - Using custom domain - Redirect for subdomain.refined.site to customdomain.com

[Rodolfo Romero - Adaptavist]

We have configured a custom domain support.acme.com for a Refined site with domain acme.refined.site. We are able to access Refined using support.acme.com. We now would like the acme.refined.site to redirect to the support.acme.com. Is this possible?

Also, can the acme.atlassian.net JSM URL be redirected to the Refined URL when accessing the portal from JSM Agent view?

[Andrea Robbins · Accepted solution]

Hi @Rodolfo Romero - Adaptavist

We have configured a custom domain support.acme.com for a Refined site with domain acme.refined.site. We are able to access Refined using support.acme.com. We now would like the acme.refined.site to redirect to the support.acme.com. Is this possible?

I would assume so! I have used Refined before where I sent in a request to redirect their old URL (that a lot of customers had bookmarked) to the new custom URL Refined was using, so I am assuming this will work for your use case too.

Also, can the acme.atlassian.net JSM URL be redirected to the Refined URL when accessing the portal from JSM Agent view?

So there's different elements to this question about redirecting the URLs when I did this implementation.

If referring to the "View request in portal" blue hyperlink on the JSM agent view, no this cannot be updated to the Refined link.

If referring to the customer email, "View request" hyperlink, you can update that link as defined here: https://help.refined.com/space/CLOUDDOCS/4704240377/JSM+customer+notification+emails#Customize-a-customer-notification-template 

One limitation is that when a new user logs in/creates a new account, it will direct them from the refined portal to the JSM portal, once done, there is not a way for them to be redirected back to the refined portal other than adding a comment on the portal to click on a link to go back to the Refined portal. This is due to this: https://jira.atlassian.com/browse/JSDCLOUD-9174

If asking about when an agent clicks on channels -> portal, that can't be updated either. We just added a shortcut to the Refined portal.

Let me know if I answered your questions!

Thanks,

Andrea

[Rodolfo Romero - Adaptavist]

Thanks @Andrea Robbins

I'll try the update of hyperlink for JSM Customer notifications.

The redirect from acme.refined.site to support.acme.com does not work for us. When I type acme.refined.site, it just stays in acme.refined.site.

Any ideas?

[Andrea Robbins]

I remember this happened to us too, but I do not remember the fix. Maybe check the settings and make sure the custom domain has the entire string

<subdomain><customdomain>

I think if you just have the custom domain part it won't work.

If this doesn't work, I would reach out to support.

[Raj Sehmi]

In case this wasn't solved:

I'm not 100% sure if we (Refined - should have started with this, I work at Refined) implement a redirect from yourdomain.refined.site to yourdomain.com once a custom domain is added, or if both the refined.site domain and your custom domain exist parallel to each other - best ask our support folks for clarity on this.

Quick hack though: you could always add some custom code for redirection on acme.refined.site, if you add some custom JS in the custom HTML (beginning of body) section in the Site configuration, with a redirection snippet to the custom domain.

Here is an example snippet: <script>window.location.replace("https://support.acme.com");</script> 

Disclaimer, custom code isn't covered by our support though :) 

/ Raj