Small attachment shows 10 MB error through Copilot–BTP–ServiceNow integration

Yogesh11bhatt
Kilo Guru

3 weeks ago

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.

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1 REPLY 1

abbasshaik4
Tera Sage

3 weeks ago

Hello @Yogesh11bhatt,

 

Please refer to the link below:
https://www.servicenow.com/community/developer-forum/attachment-size-pop-up/m-p/1681196

 

If it is helpful, please mark it as helpful and accept the correct solution. Referring to this solution in the future; it will be helpful to them.

 

Thanks & Regards,

Abbas Shaik

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