link portal request type to an external link

[Robert Nadon]

Hi all,

I want to Use Jira service Desk for application support; however maintain another tool for basic IT support.

Is there a way to if the customer selects a given choice say "Hardware Issue" then it redirects them to another tool?

Thanks!

[Rilwan Ahmed · Accepted solution]

Hi @Robert Nadon

I believe there is no option for this as of now. As a turnaround I suggest below steps. 

In the Request type

1. Hide Summary field with any value in it
2. Remove all other fields
3. In Description of the request type, provide external link

[Venkat_Suresh]

@Robert Nadon / @Rilwan Ahmed 

Is the solution you provided for Cloud or DC/server. Somehow In the request type, I cannot see what you are showing, especially Agent View, Request Form Tabs

Thoughts or pointers, if DC. 

[Robert Nadon]

For what it is worth here is what we did. 

1. We added a message to the main portal with a URL that redirects them.   
2. We added a request type for that particular set of requests
3. We added automation to automatically close any ticket raised with number 2 giving them the corect url to fix the issue.

This works but is not ideal.   The ability to have a request type that simply redirects to another URL seems like a very simple thing to add to the JSM tool and a very easy thing as well.   Can someone from #Atlassian comment with the URL where to add recommendations for product improvements?

[Rilwan Ahmed]

Hi @Robert Nadon ,

You can raise suggestion here: https://jira.atlassian.com/browse/JSDCLOUD

[Robert Nadon]

Turns out there is another solution for this that Atlassian just added called External Link.

[James K_]

Is this a marketplace addition, or a standard feature from Atlassian?

[Venkat_Suresh]

And the Atlassian solution https://support.atlassian.com/jira-service-management-cloud/docs/add-links-to-external-resources-in-your-portal/ is only for Cloud and NOT server/DC yet, I guess.

[Steven Cavanagh]

It still doesn't solve the problem.

The user doesn't give a flying fajita whether they're in Jira or not, they just want a menu of the different request types to select. They may not know, and certainly won't care, if that type is handled by a different department or organisation.

They don't want an additional links section on a knowledge base they don't go to anyway. They want to see the type of request they have in a menu with the rest of them. 

This is obviously a deliberate omission based on marketing of the Jira platform, thinking it will encourage people to use Jira more. It doesn't, it prevents Jira being a one stop shop for services and promotes other systems as being the main landing page/menu.