Attachment size limit - Service Portal

[kyleinks]

Our users have noticed that there is a limit on the Service Portal that did not exist in the "frame set." I didn't see any documentation anywhere regarding the attachment limits specific to the Service Portal but I was able to find the code in the widget itself that is doing the restricting. Is this restriction to the Service Portal for performance reasons?

[dravvyramlochun]

Hello Kyle,

There is a KB article for this: ServiceNow KB: On Service Portal, files larger than 25mb cannot be uploaded and no error message is ...

Description

The issue occurs in Service Portal and HR Service Portal. When trying to add an attachment to HR Case or any form on Service Portal, if the file is larger than 25mb, the upload does not work or even start. However, for smaller-sized attachments, the upload works correctly. When the issue occurs, no message is displayed explaining the limitation.
Note that outside the Service Portal, it is possible to upload an attachment of any size (default 1024mb) in HR Case form.

Steps to Reproduce

1. Navigate to System Definition > Plugins.
2. Find and open the record for Human Resources Application: Service Portal.
3. Under Related Links, click Activate/Upgrade.
4. Click Activate.
5. When the activation process is complete, click View Plugin List.
6. Navigate to HR - Case Management > HR Service Portal.
7. Under Browse HR Service Catalog, click General Inquiries.
8. Click General Inquiries.
9. In What is your question, type some text.
10. Add an attachment larger than 25mb.
    Note that no file is uploaded and no error message is displayed.

Workaround

There is no known workaround for this issue. If you are able to upgrade, review the Fixed In field below to determine the versions that have a permanent fix. You can also subscribe to this known error article (click Subscribe button at the top of the article) to receive notifications when more information is available about this issue.

Fixed In

	Helsinki Patch 8
	Istanbul Patch 1
	Jakarta

[kyleinks]

This is helpful however it doesn't really explain what the fix is. We are on Helsinki Patch11 so the assumption is that it is "fixed" which means we can either change the settings in the widget and should still able to attach larger than 24MB files or that the fix was just adding the code to restrict users from being able to add more than 24MB file attachments.

[corina]

Hello I would suggest you to test.

From my understanding the message is added, the limit remains in place.

24MB limit (1024 x 1024 x 24) currently hardcoded in several widgets (ticket_attachments, form, widget-sc-cat-item).

In a future release, the limit may be made customizable, for now it's not.

[dravvyramlochun · Accepted solution]

Hello Kyle,

I just did a test in my Jakarta instance and yes the limit is there. You cannot upload more than 24mb.

As corina mentioned this is a hardcoded size limit for the widget in ticket_attachment.

What I would suggest you is if this is important for you and you can present a good business requirement or how this affects your business, then you can raise and ER with support and then this might be happening in future releases.