Thanks for flagging that, worth noting I got a direct reply from the AppDynamics team on the same issue: it's actually a licensing limitation, not a service outage. User Journey Experience only works out of the box for a very limited number of devices/requests, to track beyond that (multiple devices/requests, which is what we're doing) you need a license for it on the Controller. That could well be what's producing the 500 rather than a SaaS-side incident, worth checking your account's License/Entitlements for User Journey Experience before escalating this as an outage.
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