Impact of increasing size limit of inbound email attachment property.

[Prashant16]

Hi,

I have got one requirement to increase the size limit of the attachment of inbound email. We have a system property for the same. The name of the property is "glide.email.inbound.max_total_attachment_size_bytes" which is having max size limit of 18874368 bytes. 

If I increase it, will it impact the system performance? what is the best approach before doing it?

Thanks in advance.

[LodhaVatsal]

Hi,

Large attachments can sometimes cause performance issues on the system and unnecessarily bloat the size of the database. Some customers may opt to decrease the maximum allowable size of a specific file attachment. Alternatively, you may find that, for your business, the current setting (by default 1024 MB) is not large enough and you need to increase this size.

Please find the KB article regarding this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0718101

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards
Vatsal

[Prashant16]

Hi @LodhaVatsal ,

Thanks for the response. 

1024MB is max size when we are attaching the doc within the system itself. 

In my case, we are creating case via email for which we are using inbound email action. So, if someone is sending email to the ServiceNow system it should create case and include the attachment in the case if there is any attachment present in the email. But the max size defined in the system is 18.7MB (default). You can check the system property "glide.email.inbound.max_total_attachment_size_bytes". I was checking if we can increase the max size of this attachment property.

I hope now the question is clear to you.

Thanks,

Prashant

[LodhaVatsal]

Hi,

In this case if you are using ServiceNow email servers you cant increase the attachment size : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0521772

If you are using your own email infrastructure so based on your architecture you can change the attachment size limit.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards
Vatsal

[Jugmaz]

If need be, then increase it, but like LodhaVatsal said, it might impact on the performance - BUT only when any ticket/email with large attachment is handled.

IF you allow large attachment for LONG time, it might enlarge the DB and that might create new struggles, so you might want to add there some cleaning / Archiving procedures to prevent it.