Not able to open the attachments which has been attached to the incident

[Priyanka Pawar1]

Hello All,

I need your help to understand one issue which we are facing recetaly:-

we are getting Xcel files attached to incident via a Mulesoft in servicenow.

But when we download those file and try to open them in servicenow we are facing below error:-

the same file when we download from the third party and upload manually in lower instance, then it it visible.

Regards,

Priyanka Pawar

[Jaspal Singh]

Hi Priyanka,

Seems the attachments are not getting attached with complete size of file. Can you check the same in sys_attachment table one for the size in bytes. 

[Rohit18]

@Jaspal Singh @Priyanka Pawar1 

I am also facing the same issue when attachments are sent from Jira to ServiceNow. Attachments are not getting attached with complete size of file. Were you able to find a solution?

[Hitoshi Ozawa]

May be there is a difference in properties.

1. Maximum file attachment size between production and lower instance.

1. Go to "System Properties" > "Security"
2. Check "Maximum file attachment size in megabytes"
   

2. REST API call timeout. Refer to the following page to names on rules

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0866547

3. REST API maximum file size

There are several properties limiting maximum file size that can be send through REST. Would need more information on how mule integration is setup.

Example:

Scripted Include:

https://docs.servicenow.com/bundle/sandiego-application-development/page/integrate/custom-web-servic...

4.If file size less than 10MB is OK, then it may be the file size REST API limitation. Default is 10MB.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0747638

[Priyanka Pawar1]

the file size in my environment is in KB, that is also not opening.