3736625 - Phone Call Missing Participant Information After Saving in Activities Tab Post Release 2602

• After release 2602 in the test tenant, phone calls created from the "Activities" tab in Ticketing are missing participant information after saving, even though the participant is visible during the creation process.
• Phone calls created from the "Phone" field within the Ticket are correctly created with participant information.

SAP Cloud for Customer core applications 

1. Go to the Work Center.
2. Navigate to Activities.
3. Open Phone Calls.
4. Create a new phone call.
5. Save and open the activity.
6. Observe that the participant is not added.
   
   

• A phone call is created with participants only when the involved party determination is properly maintained.
• Currently, none of the determination steps for Call Participant are marked as active in the customer's system, resulting in the participant data not being populated automatically.
  
  

1. The issue is not related to the upgrade but is identified as a configuration problem.
2. Activate the required determination steps for Call Participant by following these steps:
3. Navigate to Business Configuration
4. • Overview
   • Open Activity List
   • Find Activities. 
5. Maintain Involved Parties for phone calls. 
6. Locate the row for Call Participant and activate the relevant flag.
7. Retest the configuration.

phone call, participant missing, call participant, involved parties, party determination, maintain involved parties, activities tab, save and open, participant not added, empty participant, service tickets, activity configuration, release 2602, user , KBA , LOD-CRM-SC-EML , Email , Problem