Default Case Resolution Survey - Won't send email to Accounts

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Posted on by Deficit

First time post, sorry if I miss any critical details. Let me know and I will add them.

We have just started using the Microsoft authored flow for sending a survey when tickets are resolved in Dynamics 365. The flow works as long as the ticket does NOT belong to an account. If the ticket belongs to an account, the email field seem to be blank. The best solution would be to instruct the flow to look at the contact rather than practice/account when the ticket has been opened for an account. Screenshots to help elaborate:

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Deficit 9 on at

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Re: Default Case Resolution Survey - Won't send email to Accounts

Well, I finally decided to post after working on this for weeks - and I figured it out in the next hour. My solution below for those who might be in a similar spot.

Changed the flow to look at Contacts instead of accounts. Used item ID of "Contact" which did the trick (Customer failed because it kept pulling the Account ID).

Then updated the send email portion to match what happens if you send directly to a contact instead of an account. :

Now tickets opened on an account will be sent to the individual ticket initiator instead of one main account contact. Finally!! Now I just need to catch the error if the account submits and no contact is listed....likely those I will try to route to this impossible to find account email field.