3753339 - Error "The start date is after the end date" occurs when saving Log Call

In SAP Service Cloud Version 2, users receive the following error message while attempting to save a logged call from a Case: "The start date is after the end date."

SAP Service Cloud Version 2 1.0

1. Go to Cases.
2. Open a Case.
3. Navigate to General → Involved Parties.
4. Click the telephone icon and place an outbound call.
5. Keep the call active (do not hang up).
6. Under Log Call, enter the required details.
7. Select Save.
8.  Observe the error message: "The start date is after the end date." 

• When an outbound call is initiated from a Case, the CTI integration is responsible for sending the call lifecycle events to SAP Service Cloud Version 2.
  • The system expects the CTI provider to send the End event after the call is disconnected. Until this event is received:
    • The call end timestamp is not populated.
    • The validation logic compares the available timestamps.
  • Saving the Log Call while the call is still active may trigger the validation error: "The start date is after the end date."
• This behavior is expected when the call termination event has not yet been processed.

To avoid the error:

1. End the active outbound call.
2. Ensure the CTI integration sends the call End event successfully.
3. Open the Log Call section again.
4. Enter the required details.
5. Select Save.
   • If the issue still occurs:
     • Wait a few seconds to allow the CTI end event to be processed by the system.
     • Retry saving the Log Call.

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