attachment limit

Gopi22
Giga Guru

‎09-22-2017 05:13 AM

Hi,

 

I have been facing one issue in my SNOW PROD instance. When loading a particular incident ticket, SNOW instance becomes slow and even crashes.  

When I tried opening the form through Chrome (it was also slow), I could know that the attachments in the ticket is about 226.  

 

When I checked the attachments, 224 are winmail.dat and only 2 valid attachments.  

 

How do I delete all the attachments in that ticket? Selecting each one and removing is not a feasible option as the instance crashes even before doing so.

Please help!!

 

Thanks,

Gopi

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Gaurav Bajaj
Kilo Sage

‎09-22-2017 05:20 AM

HI,



You can query the sys_attachment table and filter on the table_sys_id which will give you all the attachment's meta data on that particular record.


You can then delete them in one shot.



You might want to restrict the extension type(.dat)   to be uploaded as well.



Thanks


Gaurav


Gopi22
Giga Guru
In response to Gaurav Bajaj

‎09-22-2017 06:51 AM

Hi Gaurav,



Thanks for the update!!



I was able to delete all the unnecessary attachments from the record.



But the form is still slow in loading and normal operations. Any idea why it might be slow?



Thanks,


Gopi


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Gaurav Bajaj
Kilo Sage
In response to Gopi22

‎09-22-2017 06:55 AM

Is it happening with that specific record or with every other record as well?



If not, then go through the transactional logs to find the query taking this much time.


It will certainly help you out in narrowing down the troubling issue.



Make sure you are checking the right transaction.


find_real_file.png



Thanks


Gaurav


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Dubz
Mega Sage

‎09-22-2017 05:21 AM

Hi Gopi,



The below is from the wiki on administering attachments:



Administering Attachments - ServiceNow Wiki


5 Restricting File Extensions

The glide.attachment.extensions property restricts the file extensions that are permissible to upload as attachments. Use this property to improve security by preventing users from uploading harmful files, such as viruses, as attachments. Additionally, this functionality can prevent the use of incompatible file types. For example, Internet Explorer does not support icons in .png format. Note that this property does not restrict files based on the actual file type, but only based on the extension.


To restrict file extensions for attachments:


  1. Navigate to System Properties > Security.
  2. In the Attachment limits and behavior section, locate the List of file extensions (comma-separated) that can be attached to documents via the attachment dialog. Extensions should not include the dot (.) e.g. xls,xlsx,doc,docx. Leave blank to allow all extensions. property.
  3. Enter the file extensions and click Save.
    If no extensions are specified, then all extensions are allowed. However, if any extensions are specified, all unlisted extensions are restricted.
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