Using email domain to set organization sometimes excludes the TLD

Question

I have had an automation setup to set the Organization based on the reporters email domain. I have pre-setup all the organizations named using the domain names that I expect tickets from, i.e. "companyone.com", "companytwo.ca", "companythree.org", etc.

This automation has generally worked well, but sometime mid-to-late last year, one domain started causing issues and instead of assigning tickets to "companyone.com" it starting assigning those tickets to an organization named "companone" without the TLD ".com"

I haven't changed anything with the organizations or automation settings and other domains still work as expected. It seems to just be one domain.

Adam Mascherin · Answer

Ok this wasn't the problem. A new email came in from a user at companyone.com and the "Companyone" organization was recreated with that one user added to it.

Adam Mascherin · Answer

I think I figured out the problem. I had the option to "Create organization if it doesn't exist" enabled on the automation, and at some point last year the "Companyone" organization was auto-created and a couple users were assigned to it. Both of the users were also in the companyone.com organization, so maybe it chose that wrong organization first when emails came in. I've deleted the incorrectly named organization and I'll see if the next ticket that comes in gets assigned to the correct organization