Issue Summary

For an Operations - JSM Cloud integration, when a JSM work item is created for an incoming call integration and the user answers the call on the voice notification, the JSM update says "null acknowledged the alert". 

Whenever an incoming call is picked up (and therefore the alert ack'd), the following comment is added to the corresponding Jira ticket:
"[Sync] null acknowledged alert: Incoming call from xxx to xxx".

If the same alert is manually closed, the user's name is picked up, however. For example:
"[Sync] <owner name> closed alert: Incoming call from xxx to xxx."

Workaround

1. Manually unacknowledging the alert and then acknowledging it, helps add an update with username on JSM incident work item.

1. Alternatively, you can consider using automation rule to fetch the owner from REST API Get alert and update the JSM work item.