Jira Service Management

This page covers 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 through 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

Ensure you have the following before you begin:

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

Set Up the JSM Integration

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.
After installing, go to Jira Settings > Apps > Incode Verification Settings.

Gather your Incode Credentials

You need the following from Dashboard:

Field	Where to find it
API Key	Ask your Incode Representative
Client ID	Dashboard > Integrations > Default client credentials integration
Client Secret	Dashboard > Integrations > Default client credentials integration > Generate
Integration Reference	Dashboard > Integrations > your B2B integration

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

Configure the App

Go 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.

Configure Webhooks in Incode Dashboard

To receive real-time verification results in your JSM tickets, register your webhook URL in the Incode Dashboard.

In 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
Click Save.

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

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.

Understand the Agent Workflow

After setup, the agent workflow is as follows:

An employee calls the help desk and a service request is open in JSM.
The agent opens the ticket and scrolls to the Incode Identity Verification panel.
The agent enters the employee's corporate email address.
The 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
The agent clicks Send verification link.
The employee receives the link and completes biometric verification on their device, typically in 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"

Confirm the following:

Your Incode credentials are correct; use the Test credentials button to verify.
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

Confirm the following:

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

Confirm the following:

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.