How to redirect Service Desk request type URLs?

I've had to create some new request types, replacing existing ones, because the issue type has changed and it doesn't seem to be possible to change the issue type on existing requests.

So ... what I need to be able to do is redirect from the old request type URL to the new one. I've tried doing this in Apache (which we use to front-end the Tomcat stuff) but it looks like Service Desk is doing something funky and managing to change URLs without it going back through Apache?

Has anyone tried to do something like this and, if you have, what was the solution?

Thanks.

 

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Hi Phillip,

Can you post a snippet from your apache conf file where you try the redirection?

I had success doing it this way:

RewriteEngine On

RewriteCond %{REQUEST_URI} =/servicedesk/customer/portal/1/create/49
RewriteRule ^(.*)$ https://jirahostname/servicedesk/customer/portal/1/create/4 [R=301,NC,L]

I realised that I was mistakenly trying to test this from within Service Desk (which is where it seems to do funky things with the URLs) but I actually only need it to work when someone initiates the URL from outside of Service Desk (e.g. from an email).

With that more limited usage pattern, I do have it working.

I'm curious as to how/why Service Desk does tricksy things with clicks on the web page but that is for a different topic :)

 

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