How do you re-direct Service Desk requests to another URL outside of JIRA?

[ashleydtaylor]

When a user  goes to our service desk and they select a particular issue type, I want the service desk to be able to

1. Not create a Service Desk ticket; &
2. Re-direct the form to another URL outside of JIRA

Can someone please advise me how this is done.

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

You do not.  If you want people to raise requests in a different place, you should tell them to use the other system instead of Jira.

[ashleydtaylor]

We have had some recent automations which means one of the services we offered has now become 'Self Service'.  Which means we don't need to manually perform the task that they want us to complete.  We also want our customers to only come to one spot as it adds confusion if they are going to multiple places to get what they want.  (ie one stop shop for all our customer needs)

There needs to be a way in which the Service Desk for this particular issue type can re-direct users to another site.

[Nic Brough -Adaptavist-]

Ok, but that's the opposite of what you've asked for here.

> We also want our customers to only come to one spot

So you don't want them to go to another system to do the self-serve?  Redirection to another place is exactly the opposite of "use one place"

[Steven Cavanagh]

>  you should tell them to use the other system instead of Jira.

That's exactly what they're trying to do!!

Otherwise they're using Jira to give them a some-stop-shop, and the project doesn't gain traction. If Jira could just let us add something as complex as a hyperlink, it means everyone goes to Jira first.