How do I get my JSM ticket to update into "In progress" once the Opsgenie alert has been Acked?

[Calvin]

Is automation the only way? I have a look in "Rules for taking action against alerts" and in the rules "Update action" I can only "add comment" and "Close ticket" I can't choose anything else like transition status?

I had a automation in the past that would check the "initiator = System" but now apparently that value has disappeared?

[Calvin · Accepted solution]

Eeep took a bit of searching but found the details I need, they are requests in:

• https://jira.atlassian.com/browse/OPSGENIE-605
• https://jira.atlassian.com/browse/OPSGENIE-157

Seems like automation is the only way, and a clear article is written here which is nice: https://confluence.atlassian.com/jirakb/jsm-opsgenie-move-jira-service-management-issue-to-a-certain-status-other-than-done-when-corresponding-opsgenie-alert-is-acknowledged-or-closed-1252000201.html

Key thing for me, my system shows it as "initiator = System", but to find the user you actually have to search for Alert Integration.

I wonder if this will change now that they are integrated, but it doesn't look to?