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Friendly URL for Service Desk

sledzinski
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May 7, 2014

Do you now how to set friendly URL for Customer Service Desk (JIRA Service Desk) instead of: http://xxx.xxx.xxx.xx:8080/servicedesk/customer/xx/? I want for example http://servicedesk.mycompanydomain.com/xx/or http://xx.servicedesk.mycompanydomain.com/

13 answers

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14 votes
Answer accepted
sledzinski
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May 19, 2014

There is solution for friendly URL for Service Desk but it doesn't mask the real URL. There it is:

RewriteEngine On

RewriteCond %{REQUEST_URI} "^/$"
RewriteRule .* http://xxx.xxx.xxx.xx:8080/[R=301,L]
RewriteRule (.+)/$ http://xxx.xxx.xxx.xx:8080/servicedesk/customer/$1[R=301,L]
RewriteRule (.*)$ http://xxx.xxx.xxx.xx:8080/servicedesk/customer/$1[R=301,L]

Explanation:

xxx.xxx.xxx.xx - your URL

It works like that:

  • If you have URL for example servicedesk.yourdomain.comit redirects to main login page
  • If you have URL for example servicedesk.yourdomain.com/yy or servicedesk.yourdomain.com/yy/ it redirects to Customer Portal login page

Explanation:

yy - customer ID (key)

BenjiI
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May 19, 2014

Thanks for sharing your solution!

Like Joston Fernandes likes this
Ivan Botnar
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March 3, 2015

Hi Pawel, Could you clarify on your solution, please? I'm trying to resolve the same problem. Do you put these lines in virtual host section? Does it matter if I already have a proxying configured? Here's my config: <VirtualHost jira.domain.com:80> ServerName jira.domain.com Redirect / https://jira.domain.com/ </VirtualHost> <VirtualHost jira.domain.com:443> ServerName jira.domain.com SSLEngine On SSLCertificateFile /etc/httpd/conf.d/STAR_domain_com.crt SSLCertificateKeyFile /etc/httpd/conf.d/STAR_domain_com.key SSLProxyEngine On ProxyRequests Off ProxyPreserveHost On <Proxy *> Order deny,allow Allow from all </Proxy> ProxyPass / http://jira.domain.com:8080/ ProxyPassReverse / http://jira.domain.com:8080/ </VirtualHost> Thanks in advance

Baybars Kumbasar June 14, 2016

This solution is unclear. You need to describe a few more things:

1) Which platform is this? Linux? Windows?

2) Which file are you editing? Is this another apache instance? 

 

waterford-dev July 6, 2016

JIRA has an XML file to do this 

 

https://jira.atlassian.com/browse/JSD-513

9 votes
JiraYo
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February 20, 2018

sigh. another simple thing, another roadblock. oh jira, we are committed now, but damn you got some basic issues... First logged 4 years ago as a feature request? sounds about right.

Dragan Nedregård Popovic
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April 11, 2018

Same situation over here. Wish they would add this feature. 

Maybe it would work with a simple iframe?

Like Zack Loveless likes this
2 votes
Gev Balyan March 20, 2019

Any update on this topic?

 

Please help!

Peter De Winter
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April 8, 2019

Same question here.

Like # people like this
2 votes
WEBCODER LTD (EU) September 30, 2017

We're disappointed that Atlassian does not allow their app users to configure custom subdomains for service desk app.

WEBCODER LTD (EU) October 3, 2017

This is a complete nonsense. There have been multiple tickets with suggestions logged for this a must feature which have been open from 2014! No response nor asignee... this shows how Atlassian care about their customers's needs... I'm fed up with companies who're becoming next Microsoft with people hiding behind their desks.

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1 vote
Genevieve (Refined Partner Manager) January 23, 2019

For Jira Service Desk Cloud users our (RefinedWiki) app RefinedSites for Jira Service Desk Cloud includes a custom domains feature (feature released Sep 2018) 

Here is a visual example:

RSJSD-illustration-custom-domain-result.png

You can learn more about it here: https://www.refinedwiki.com/blog/your-support-site-your-custom-domain-for-jira-service-desk-cloud/ 

1 vote
Natalia Lezhai November 19, 2018

Can this be done on Jira Cloud?

Thanks 

Nigesh Pugazhendhi
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April 27, 2019

did you get any solution for this?

Bram Tops
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May 10, 2019
Natalia Lezhai May 20, 2019

@Nigesh Pugazhendhi No free solution found.

Like Umar Farooque likes this
1 vote
WEBCODER LTD (EU) October 3, 2017

Has anyone tried this lib http://tuckey.org/urlrewrite/ to create a better workaround than just a redirect?

* my customers should only have one point of contact i.e. customised domain or subdomain

* emails should reflect their location

* it would be nice to connect different customers to different portals under customised domains (even if it requires some server side work/changes)

1 vote
BenjiI
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May 7, 2014

Hi Pawel,

This is not done in JIRA service desk, but is more of a domain issue. A url like servicedesk.mycompanydomain.comis called a subdomain for instance. This link gives you more information about subdomains:

http://www.webmasters-central.com/article-blog/webdesign/what-is-a-subdomain-how-to-create-a-subdomain/

When the user surfs to the url servicedesk.mycompanydomain.com, he will be automatically redirected to the main url http://xxx.xxx.xxx.xx:8080/servicedesk/customer/xx/. For redirection you have to options:

1) Redirect the user and also change the url

2) Redirect the user and keep the original url

It is best to contact your domain administrator for more info on url redirection and subdomains.

Does this answer you question?

BenjiI
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May 7, 2014

The above explantion is how you would do this in an ideal world. However due to technical limitations from JIRA (like AJAX calls) it is (currently) not possible to use a subdomain for service desk. A feature request has been created:

https://jira.atlassian.com/browse/JSD-513

sledzinski
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May 13, 2014

OK, but when I try it I see in web browser URL with http://xxx.xxx.xxx.xx:8080/servicedesk/customer/customerx/?etc. Can I hide it? Best option is that my customers will see always the same friendly URL

BenjiI
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May 13, 2014

What happens if you remove all options and also the breackets?

RewriteEngine On 
RewriteRule ^/?customer/customerx/ http://xxx.xxx.xxx.xx:8080/servicedesk/customer/customerx/?
Roman Seibel
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June 24, 2015

This worked for me, although it does not hide the url, I can give a nice URL to my customer: servicedesk.domain

0 votes
Irene Landrum
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December 14, 2022

Are there any updates on this issue from Atlassian? It would nice to be able to customize the Service Management url and make it more user friendly. This a nice feature with other cloud-based ticketing systems.

0 votes
Ben Bradburn
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August 1, 2017

Watching here for when this is actually resolved as opposed to having a workaround in place.

0 votes
waterford-dev July 6, 2016

Better/Correct Answer here.

https://jira.atlassian.com/browse/JSD-513

Requires services restart. CentOS 6: service JIRA stop; sleep 10; service JIRA start

 

*Gwen did not make this post one of her employee's did as this is a shared resource account. 

0 votes
sledzinski
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May 13, 2014

I have answer from my server provider:

"Please try in the root domain my_domain.pl file
htaccess redirect set the following.
In contrast, whether it will work properly depending on the main stage of
application, because if the application links the essential content of this can
cause duplication of paths in the links.
"

RewriteEngine On
RewriteRule ^/$ /index.html [QSA]
RewriteCond %{DOCUMENT_ROOT}%{REQUEST_FILENAME} !-f
RewriteRule .* http://IP_address:8080/servicedesk/customer%{REQUEST_URI}<br< a="">>[L,P,QSA]

Is this a good solution? How can I do it for the different customers?

BenjiI
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May 13, 2014

Hi Pawel,

I have to admit I'm not an .htaccess expert, but I think things can be done much simpler:

http://stackoverflow.com/questions/11715684/htaccess-redirect-folder-to-a-url

This example redirects a (relative) url from a path to another url. You can do someting like:

RewriteEngine On 
RewriteRule ^/?customer/customerx/ http://xxx.xxx.xxx.xx:8080/servicedesk/customer/customerx/? [R=301,L]

In this way you can create a unique (friendly) url for each customer that redirects to the specific jira servicedesk. You can then add a line for each customer in your customer base.

This solution really redirects the user and he will see the new url in his browser.

BenjiI
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May 13, 2014
sledzinski
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May 13, 2014

It doesn't work. I still see full URL :(

sledzinski
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May 13, 2014

What do you mean "breackets"?

BenjiI
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May 13, 2014

I meant parentheses :-)

sledzinski
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May 13, 2014

When I remove all options and also the breackets nothing change.

Yes, they are in the same domain.

BenjiI
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May 13, 2014

Are your friendly-url and your real url on the same domain? Can you give me a concrete example of 1 service desk url that has to be translated to 1 user-friendly url?

BenjiI
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May 13, 2014

Hi Pawel,

I am starting to think that in this case you don't need URL redirection, but simply url rewriting. The following snippet translates a url 'http://www.yourdomain.com/customer/customerx' to 'http://www.yourdomain.com/servicedesk/customer/customerx':

RewriteEngine On 
RewriteRule ^servicedesk/customer/([a-zA-Z0-9_-]+)$  ^customer/$1 [L]

More handy examples can be found here:

http://www.a2zwebhelp.com/url-rewrite-htaccess

sledzinski
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May 14, 2014

It's not so simple because I need to redirect URL http://xxx.xxx.xxx.xx:8080/servicedesk/customer/xy/to http://ebok.mydomain.pl/xy/- both are on the same server

0 votes
sledzinski
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May 7, 2014

So for that moment we have no solutions?

BenjiI
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May 7, 2014

For now the only possibility to expose your service desk is with the complete url, f.e. http://xxx.xxx.xxx.xx:8080/servicedesk/customer/xx/

BenjiI
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May 13, 2014

But your redirection works? It is just the url that is just not hidden?

sledzinski
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May 13, 2014

It doesn't work :( I still see full URL

sledzinski
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May 13, 2014

Yes, it works, but URL isn't hidden

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