Issue Summary

For an Opsgenie - JSM Cloud integration, when the issue 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". However, for other alerts, it adds the name of the user. This happens when we are using automations on JSM. 

We must be able to see System or username when such an update is sent to JSM. 

Workaround

Unacknowledging the alert manually and then acknowledging it, helps add an update with username on JSM.