Hello Community,
We have an integration where attachments follow this path:
Microsoft Copilot
→ SAP BTP middleware
→ ServiceNow Attachment API
→ Virtual Agent/Live Agent
Some .xlsx files of approximately 10 KB intermittently show:
Looks like that file was too big to upload. 10 MB is the max.
The following property is configured as 10:
com.glide.cs.upload.attachment.max_size
Several files may upload successfully in the same interaction before a subsequent file fails. In some failed cases, the attachment record still exists in sys_attachment, but no /api/now/v1/cs/media/ reference is generated and the live agent does not receive the file.
Could this message be a generic error for:
- Attachment-count or cumulative-size validation
- API throttling
- Multipart or Content-Length calculation
- BTP request encoding
- Virtual Agent downstream media-processing failure
Which logs and properties should be checked to identify the actual validation or exception?
Thank you.
