Redirect to users to a different JSM portal

[Jennifer Choban - HeroCoders]

Hi,

We previously had multiple portals/projects to handle requests for multiple products. We reconfigured and now have all new requests coming to one portal, and have hidden the other portals from the help center.

Occasionally, we still get requests to the old projects. Is there a way to set a redirect so that if a customers uses an old ticket to navigate to the old project, they'll be redirected to the correct portal?

Thank you,

Jenny

[Fernando Eugênio da Silva · Accepted solution]

@Jennifer Choban - HeroCoders 

There are a few ways I can help you do this:

If the idea is not to allow customers to use this portal anymore, I would initially say for you remove the fields from the form and to place an announcement in this portal directing the customer to the new requests portal: Add announcements to your help center or portal 

A second suggestion is to create a global automation considering these deactivated projects.

Something simple like:
Trigger > Issue Created
Action > Comment on issue: Hey, this channel is not available anymore to create requests. Please use this new channel to create new tickets.

There is a lot of other things you can do, but these both ways can help you for now.

Regards,

Fernando

[Jennifer Choban - HeroCoders]

Thanks, Fernando. Yeah, I think I will use automation. The old portal is shut down, but customers are contacting us via old tickets.