Integrating Incode with Jira Service Management (JSM)

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:

Step 1: Install the App

  1. Go to the Atlassian Marketplace and search for Incode Identity Verification
  2. Click Get it now and select your JSM site
  3. Follow the installation prompts and grant the requested permissions
  4. 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

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

Verification Settings

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.

  1. In your Incode dashboard, go to Configuration → Webhooks
  2. 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
  3. 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:

  1. Employee calls the help desk and a service request is open in JSM
  2. Agent opens the ticket and scrolls to the Incode Identity Verification panel
  3. Agent enters the employee's corporate email address
  4. 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
  5. Agent clicks Send verification link
  6. Employee receives the link and completes biometric verification on their device (typically under 30 seconds)
  7. The panel automatically updates with the result — no refresh needed
  8. 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:

Ticket status not updating automatically

Webhook results not appearing

Support