3641160 - Party Schema Not Visible in Case Type Configuration, Affecting Email-Based Case Creation in SAP Service Cloud V2

• When creating cases via email, the following issues are observed:
  
  • Customer and contact information is not assigned to the created case.
  • The Party Schema field in the relevant case type configuration is empty.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

1. Open a recently created case in the system using its case ID.
2. Observe that the Account and/or Contact fields are not populated in the case details.
3. Navigate to the relevant Case Type configuration.
4. Verify that the Party Schema and check if the field is empty.
5. Attempt to select the previously used schema (e.g., CASE_GENERAL) from the dropdown—it is no longer listed.

• The party schema (e.g., CASE_GENERAL) exists in the system but is not displayed in the dropdown due to a missing maintained description in the configuration.
• The sender’s email address used in test scenarios is not linked to any Business Partner in the system, which prevents automatic assignment of customer or contact roles during case creation.

1. Restore Visibility of Party Schema:
   • Navigate to Party Schema Configuration in the system.
   • Add or update the description for the schema ID (e.g., CASE_GENERAL).
   • Save the changes. This enables the schema to appear in dropdown fields and templates used in case configurations.
2. Map Sender Email to Business Partner:
   • Confirm that the sender’s email address is mapped to an involved party (Business Partner) in the system.
   • Update master data or maintain proper relationships to support accurate customer and contact determination during case creation.

Party Schema, CASE_GENERAL, email case creation, GUID subject, case type configuration, contact assignment missing, SAP Service Cloud V2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem