Jira Service Management Integration Guide

Overview

This guide walks you through configuring the Incode Identity Verification app for Jira Service Management (JSM). The integration allows help desk agents to verify employee identities directly from a JSM service request using Incode's biometric verification platform.

When a service request is created, agents can send a verification link to the employee via SMS or email. The employee completes a liveness check and face match on their device, and the result is automatically posted back to the ticket.

Prerequisites

Before you begin, ensure you have the following:

An active Incode Workforce account
A Jira Service Management Cloud instance
Admin access to both your JSM instance and Incode dashboard
The Integration Ecosystem feature enabled in your Incode dashboard (required for Client Credentials)

Step 1: Install the App

Go to the Atlassian Marketplace and search for Incode Identity Verification
Click Get it now and select your JSM site
Follow the installation prompts and grant the requested permissions
Once installed, navigate to Jira Settings → Apps → Incode Verification Settings

Step 2: Gather Your Incode Credentials

You will need the following from your Incode dashboard:

Field	Where to find it
API Key	Reach out to your Incode Point of Contact
Client ID	Dashboard → Integrations → Default client credentials integration
Client Secret	Dashboard → Integrations → Default client credentials integration → Generate
Integration Reference	Dashboard → Integrations → your B2B integration

⚠️
The Client Secret is only shown once when generated. Store it securely before closing the dialog.

Step 3: Configure the App

Navigate to Jira Settings → Apps → Incode Verification Settings and fill in the following sections:

Incode API Credentials

Environment — Select Demo for testing or Production for live use
- Demo API: demo-api.incodesmile.com
- Production API: saas-api.incodesmile.com
API Key — Enter your Incode API key
Client ID — Enter your OAuth 2.0 Client ID
Client Secret — Enter your OAuth 2.0 Client Secret
Integration Reference — Enter your B2B integration reference ID

Click Test credentials to verify the connection. You should see a ✓ Connected badge if the credentials are valid.

Verification Settings

Link expiry (minutes) — How long the verification link remains valid (5–60 minutes, default 10)
Default delivery method — Whether to default to SMS or Email delivery when the agent opens the panel

JIRA Status Transitions (Optional)

Map Incode verification outcomes to your existing JSM ticket statuses. Leave blank to manage ticket status manually.

Outcome	Recommended status
Verification passes	In Progress
Verification fails	Escalate
Manual review required	Escalate or Pending

Comment Messages (Optional)

Customize the comments posted to JIRA tickets when verification completes. The following template variables are available:

Variable	Description
`{{name}}`	Employee's display name
`{{email}}`	Employee's corporate email
`{{identityId}}`	Incode identity ID
`{{sessionId}}`	Incode session ID

Click Save configuration when done.

Step 4: Configure Webhooks in Incode Dashboard

To receive real-time verification results in your JSM tickets, you need to register your webhook URL in the Incode dashboard.

In your Incode dashboard, go to Configuration → Webhooks
Add a new webhook with the following settings:
- URL: Your Forge webhook URL (provided during app setup)
- Events: SESSION_STARTED, SESSION_SUCCEEDED, SESSION_FAILED, SESSION_PENDING_REVIEW
Save the webhook configuration

💡
Your webhook URL is unique to your JSM installation. Contact support.incode.com if you need help locating it.

Step 5: Set Up Your Employee Directory

The B2B API matches employees against your Incode directory using the corporate email address as the loginHint. Ensure your employees are enrolled in Incode before using the integration

How It Works for Agents

Once configured, here is the agent workflow:

Employee calls the help desk and a service request is open in JSM
Agent opens the ticket and scrolls to the Incode Identity Verification panel
Agent enters the employee's corporate email address
Agent selects the delivery method:
- SMS — recommended for lockout scenarios where the employee cannot access corporate email
- Email — sends to corporate email or an alternate address
Agent clicks Send verification link
Employee receives the link and completes biometric verification on their device (typically under 30 seconds)
The panel automatically updates with the result — no refresh needed
The JSM ticket is updated with:
- An activity comment showing the verification result, identity ID, and session ID
- An automatic status transition (if configured)

Verification Outcomes

Outcome	Panel display	Default comment
Passed	✅ Verification passed	Identity confirmed — you may proceed
Failed	❌ Verification failed	Do not proceed — escalate for review
Pending review	⚠️ Manual review required	Do not proceed until review is complete

Troubleshooting

"Setup required" message in the panel

The app has not been configured yet. Go to Jira Settings → Apps → Incode Verification Settings and enter your Incode credentials.

"Error sending verification"

Check the following:

Your Incode credentials are correct (use the Test credentials button)
The employee's corporate email exists in your Incode directory
Your integration reference is correct
The Incode environment (Demo/Production) matches your account

Ticket status not updating automatically

Ensure you have selected status transitions in the admin settings
The transition name must exactly match an available transition from the ticket's current state
Check that your JSM project workflow includes the configured transitions

Webhook results not appearing

Verify the webhook URL is registered in your Incode dashboard
Confirm all four session event types are enabled
Check that your Incode account has the Integration Ecosystem feature enabled

Support

Incode support: support.incode.com
Developer docs: workforce.developer.incode.com
API reference: developer.incode.com