caller device field is not auto populate in Incident form when creating from IMS .

[ajay shrivas]

Hi Everyone,

caller device field is not auto populate first time in incident form when creating incident from the IMS (through a interaction). but when I open incident and re-enter the same caller field through the search button then it' come. so why this is happening, caller device not auto populate first time but when manually select same caller, caller device populated ?

please help me to achieve this requirement . 

Thankyou 
Ajay shrivas.  

[Mark Manders · Accepted solution]

How is the device field set? I think it's through an 'onChange' client script? Creating a ticket through automation does not trigger client scripts, and when you re-enter the name, it does. If it's a client script, just add the device through the same code as the creation of the record (flow/br).