Overview

Jira is a project and issue tracking tool used to manage workflows across teams. Persona’s integration with Jira streamlines investigation and issue tracking by syncing data between Jira tickets and Persona Accounts or Cases.

This integration eliminates manual data entry and context switching by automating the creation, updating, and management of Jira issues directly within Persona workflows. It is especially helpful for fraud and compliance teams who require efficient management of investigations across multiple systems.

Benefits

Automated Ticketing: Automatically create and update Jira issues based on events like verification failures or fraud alerts—reducing manual work and response time.

Centralized Collaboration: Keep all updates and tasks in Jira so fraud and compliance teams can work from a single source of truth.

Improved Efficiency: Eliminate context switching with synced data, clear task ownership, and real-time status tracking.

Integration Features

Persona’s Jira integration supports powerful automation, real-time data sync, and streamlined project management across teams. Key capabilities include:

• Create & Update Issues: Automatically open or update Jira tickets based on events in Persona (e.g. verification failures, fraud alerts, escalations).
• Sync Data: Pull in Jira issue details like status, summary, reporter, and custom fields to enrich Persona Cases or Accounts and continually update with real-time data.
• Manage Workflow States: Retrieve and trigger Jira status transitions to keep tickets aligned with investigation progress.
• Assign & Notify: Route issues to the right team members based on Case type and urgency and post automated updates when cases escalate or resolve.
• Flexible Field Mapping: Dynamically access all Jira fields, both standard and custom, for tailored workflow configurations.

Setting up the Jira integration

Prerequisites

To set up the Jira integration, ensure you have:

• Admin access to your Jira account.
• Necessary API permissions to access Jira credentials.

Setting up the Jira Credentials

1. In the Persona Dashboard, navigate to Integrations > Marketplace and click on Jira
2. Click on Add Credential at the top of the page
3. Navigate to initiate the integration setup
4. Enter the Nickname for Credential nickname in the modal and click Continue
5. Login on the popup if needed using your Jira / Atlassian credentials, then click Accept when prompted

Using the Jira integration in a workflow

1. Create a new workflow, or open an existing workflow you’d like to update
2. Add a new action step > Integrations
3. Select the Jira integration and enter your Jira credentials
4. Configure the input fields to pass in the correct information
5. Save/publish the workflow

Jira Operations Overview

In addition to syncing field values, Persona can take direct actions on Jira tickets— such as assigning issues or adding comments—using Jira’s API. These actions support seamless two-way workflows, letting teams manage investigations without switching platforms.

See below for a comprehensive list of available Workflow Action steps and possible configurations for the Jira integration:

Create Issue Workflow Action Step

Description: Allows teams to create a new Jira issue directly from a Persona Case or Account, with key details automatically filled in.

Configuration Steps:

• Provide values for required fields:
  • Summary
  • Project ID
  • Issue Type (Task, Story, Bug, or Epic)
• Optionally add:
  • Description of the issue
  • Priority level (Highest - Lowest)
  • Labels

Get Fields Workflow Action Step

Description: Returns all standard and custom fields in your Jira instance, helping Persona identify which ones can be synced or escalated into workflows.

Configuration Steps:

• Make a simple TEST request to the endpoint
• Use the returned list of fields to:
  • Select which fields your integration or workflow should map or sync
  • Identify field IDs and names for other API calls (like Create or Edit Issue)

Get Issue Workflow Action Step`

Description: Retrieves detailed data about a Jira issue, enabling Persona to extract and map values into Account or Case fields.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
• Optionally add:
  • Filters for specific fields if only certain data is needed

Edit Issue Workflow Action Step

Description: Updates specific fields on an existing Jira issue to keep it aligned with real-time changes in Persona.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
• Specify which fields to update, such as:
  • Summary
  • Description
  • Priority
  • Custom fields

Assign Issue Workflow Action Step`

Description: Updates the assignee on a Jira issue so Persona can route ownership automatically based on internal logic like Case type or priority.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
• Optionally add:
  • Account ID of the assigned user

Find Users with User Picker Workflow Action Step

Description: Searches for Jira users using a query string, helping you select users dynamically—such as for assignment or notifications.

Configuration Steps:

• Provide values for required fields:
  • Search Query: Enter the text to match users by name, email, or username
• Optionally add:
  • Max Results: Set the maximum number of users to return
  • Show Avatar
  • Exclude Connect Users: Exclude users who access via Atlassian Connect apps

Get Transitions Workflow Action Step

Description: Lists all valid status transitions for a given Jira issue, helping Persona determine which next state is allowed.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key

Transition Issue Workflow Action Step`

Description: Moves a Jira issue to a new status, based on the project’s configured workflow. Useful for marking tickets as resolved, escalated, or closed based on key lifecycle events.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
  • A valid transition ID (found via the Get Transitions endpoint)

Add Comment Workflow Action Step

Description: Adds a new comment to a specified Jira issue, allowing Persona to log updates or notes directly within the ticket.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
  • Comment Text

Get Comments Workflow Action Step

Description: Retrieves comments from a specified Jira issue, enabling Persona to access conversation history or audit trails.

Configuration Steps:

• Provide values for required fields:
  • Issue ID or Key
• Optionally add:
  • Start At: Index of the first comment to return
  • Max Results: Maximum number of comments to return
  • Order By: Specify sorting order by oldest or newest

FAQs

What permissions are required in Jira?

You need permissions to access the Jira API endpoints and manage issues.

What data can I pull from Jira?

You can retrieve a wide range of standard and custom fields configured in your Jira instance.

Can I trigger a Persona verification from within Jira?

Yes, you can set up workflows that trigger verification based on events in Jira or via API/webhooks.

How do I map fields between Jira and Persona?

Use the field mapping UI in the workflow editor to connect Jira attributes to Persona case/account fields.

What's the best way to troubleshoot?

If you encounter issues:

• Ensure your OAuth credentials are valid and not expired.
• Review integration logs in Persona for error messages.
• Contact Persona Support for further assistance.