Add and manage incident responders

Responders are the people who work to resolve the incidents. When people are added as responders to an incident, Jira Service Management creates a responder alert to notify the responders and ensure they are aware of the incident.

Add incident responders

To add a responder manually;

1. From your service space, go to an incident’s detail.

2. Select Responders in Details.

3. Select Add responder.

4. Search for the people you’d like to add. If you’ve enabled responder alerts for your service space, we’ll immediately create a responder alert and notify them based on the notification rules set in the relevant team’s operations. You can add responders by name, email, or search for service-owning teams by their service name. Read more about responder alerts.

Service responders

Admins can identify agents as responders of a service. When the service becomes an affected service to an incident, the service responders are automatically added as responders of that incident. This helps Jira Service Management to automatically notify the service responders and initiate the remedy process as soon as possible. Later, the incident commander can add more people as responders to that incident and trigger responder alerts for them as well.

You can manage all incident responders from the incident’s details. However, service responders can be added and removed from the service’s detail page. Read more about services.