Pointing a domain name at the IP Address of the Hornbill Server

[Paul Smith]

We currently use Supportworks and our customers access via the support portal available with this product. These customers will therefore have the address for this portal stored in favourites etc on their browsers. We are completing a transition from Supportworks to Hornbill and would like it to be seamless for our customers. Our ISP have suggested  pointing our existing domain name at the IP address of the Hornbill Server.

Can we do this and if so can someone confirm the IP Address to use.

[Gerry]

@Paul Smith

You can ping service.hornbill.com or customer.hornbill.com to get an IP addresses, however you should know this is a load balanced front end so you could get one of a number of IP's and they are goe-dependant too, and they *could* change so thats generally not a good idea to hard code IP addresses.  What would be the correct way to do this is, on your current web server, configure it so it responds with a 301 Moved Permanently and re-direct the user requests to your current web server to the correct URL. This is the correct way to do this and will be most reliable for you. 

Gerry

[Martyn Houghton]

@Paul Smith

When we undertook the migration form Supportworks to Hornbill, we used the redirect method Gerry has advised and that worked well in our case. The other alternative is to use the Domain Proxy option to continue to use your domain address with the customer portal, which we in the process of moving too at the moment.

https://wiki.hornbill.com/index.php/Custom_Domain_using_Reverse_Proxy

Cheers

Martyn

[Paul Smith]

Thank you @Gerry @Martyn Houghton