Issue Summary

When non-licensed users (such as customer portal-only accounts)are added as Responders to a Jira Service Management incident, the Responders panel fails to load, displaying the error message: Couldn't load alert information. Try refreshing the page or visit Opsgenie to view responder alerts.

Steps to Reproduce

1. In a JSM project with Incident Management enabled, create an incident.

1. Add a non-agent user (e.g., a customer account without a JSM agent license)to the Responders field (for example, via REST API, automation, or an app such as ScriptRunner).

1. Open the incident in Jira and expand the Responders tab in the issue details panel.

Expected Results

• The Responders tab loads normally and displays alert and acknowledgement (ACK) statuses for valid responders.

• If an invalid or unresolvable responder is present, the UI handles it gracefully or skips the invalid entry.

Actual Results

• The Responders tab fails to load and displays:

Couldn't load alert information
Try refreshing the page or visit Opsgenie to view responder alerts.
Visit Opsgenie

• Network inspection shows a 500 Internal Server Error on the endpoint:

GET /gateway/api/jsd/escalator/{cloudId}/api/issue/{issueId}/incident/responder-alerts

• Even after removing the invalid user or team from the issue, subsequent requests to the endpoint continue to return 500 Internal Server Error.

Workaround

Ensure any automation or custom script adding responders validates that users have an active JSM Agent license and that teams are active and valid prior to assigning them.

Responders and incident managers can view, acknowledge, and manage responder alerts directly in the alerts section.

Clone the affected issue (ensuring only valid licensed agents and active teams are added as responders) to generate a clean incident-to-alert mapping.