User support area ticket auto-moving / fake portal form

Question

Hello,
We have implemeted a central Service Desk Portal that depending on the portal group selected the ticket (1) is "redirected" to one project or another cloning the first one and calculating some values.
The problem is that we empty the request type of the first ticket (1) and we add a default one to the ticket "redirected" (2) and when the client refreshes the screen an error pops-up (obviously) saying that the ticket is not foud, but for the client it seems like he has lost the ticket.
We know that auto-moving a ticket is not supported in Cloud but we wanted to know if there's some product in the marketplace or something that creates a fake portal/form on the front and permits the creation of the ticket in the correct project so we avoid the client having two ticket refferences about the same topic.

Or maybe someone has had the same problem and can help us.

The issue is that our client doesn't want to have two references, he wants the ticket to directly redirect to the correct project.

Thank you so much, hope you can help us :)

Nic Brough -Adaptavist- · Answer

Ok, why are people creating requests in the wrong portal?

Why have you got two portals, when it sounds like you only need one?

Inlogiq Support · Answer

Hi Nic,

The problem is not between JSM and Software is between two JSM.

The thing is that the first one acts as a filter and deppending on the portal group goes to another JSM project.

The issue is that the client doesn't want 2 urls, only one, but this is not possible and also doesn't want having the visibility of one first and then of the other (we have an implementation about this involving the request types)

It's a little bit complex but I hope that I explained it well.

Nic Brough -Adaptavist- · Answer

Yes, the support / development disconnect is a bit of a pain, but an understandable one.

Person creates a request, Agent decides it needs developer work (not just "hi, can you help out", but actual new dev work) and hence a new story in a development project.

The worst thing you can do is move the issue from the service project to a development project.  The best thing you can do is use "create linked issue" from the service desk as an agent, this creates a new issue, linked to the service desk request, and set up to tell the agent when it changes, so that they can use the original issue to update the customer.