Attachment limit

[I_Das]

Hello all,

In our instance the outbound email attachment limit is 18.8 MB. But when a user is trying to raise a ticket with attachment which is 18.9 MB in portal it is showing 18.4 MB and it is taking the attachment. But when another user is trying to attach the same attachment it is not showing and is giving error. Is there any reason on why it is showing less size in portal and one user can attach it while other user cannot?

Thanks & Regards,

I Das

[Robbie]

Hi @I_Das,

Check out the following ServiceNow Docs link which sets out what limits are set within your instance depending on the event or action. For example, it is possible to have different limits from inbound emails vs outbound emails as well as general system level on the form.

Please also note, whilst the system level property: com.glide.attachment.max_size allows you to set the maximum file size allowed for any attachment in the system (it also overrides other values and, it is also possible that the portal widget itself may have been configured to have it's own limits)

Start with the system properties set out in the link and check the limits.

To go to system properties, type 'sys_properties.LIST' into the navigation menu and this will open up a new tab with all of the properties within your instance.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

[I_Das]

Hello @Robbie ,

In our instance the value is set as 18.8 MB in system properties. I want to know so why for same file attachment which crosses the limit how one user can see it while other cannot.

Thanks

I Das

[Robbie]

Hi @I_Das,

Out of interest, are both users using the same OS (Operating System) - eg Windows vs Mac, same browsers and other comparables... They are both attempting to attach via the same Record Producer and following the exact same steps?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[I_Das]

Hello @Robbie ,

Yes they are doing the same thing and they are following the same step to raise the ticket and attach the attachment. That's why I cannot be sure of why one can see it(though it exceeds limit) and other cannot.

Thanks,

I Das