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Email Size Limits

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Note
Note: This article applies to Fuji and earlier releases. For more current information, see Email Size Limits at http://docs.servicenow.com

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Overview

When the system attempts to send or receive an email that exceeds a reasonable total file size, performance issues may arise. To prevent these issues, the system enforces configured limits on the maximum allowed email body size, total attachment file size, and number of attachments per email. Administrators can modify the maximum values using properties.

Note
Note: The system cannot send or receive emails that exceed the maximum email size, even if one or more properties are configured to allow a bigger email body or a bigger total attachment size.


Email Body Size Limits

In some situations, an email message may contain more information in the body than the system can process, especially when string searches and regular expressions are used. By default, the system can process only up to 16MB worth of information between the email body and body_text fields (8MB each). If the email body exceeds this limit, the system truncates the body text. System properties are available to enforce the maximum email body size allowed for inbound and outbound emails.

Email Body Size Limit Properties

Users with the admin role can configure the following properties to control email body size limits. The properties can be added to the System Property [sys_properties] table. Neither property should exceed the system limit of 16MB. Setting either of the following properties to an excessively large value may cause performance issues.

Name Description
com.glide.email.max_body_bytes Sets the maximum body size in bytes allowed per inbound email. Ensure that the sum of this property and the glide.email.inbound.max_total_attachment_size_bytes property is well below the maximum total email size.
glide.email.outbound.max_body_bytes Sets the maximum body size in bytes allowed per outbound email. Ensure that the sum of this property and the glide.email.outbound.max_total_attachment_size_bytes property is well below the maximum total email size. This property is available starting with the Fuji release.

Inbound Email Body Processing

For inbound emails, the system enforces the maximum body size as set by the com.glide.email.max_body_bytes property. When the body size exceeds the configured value:

  • The system does not run inbound email actions that would otherwise be triggered by the email (starting with the Fuji release).
  • The system truncates the Body text on the Email form.
  • The system logs a warning and sets the Error string field on the Email form (starting with the Fuji release).
    The log message for such an email might look like this: Email set to receive-ignored because its size exceeds the value set in com.glide.email.max_body_bytes. 1995 character(s) were truncated from the body field.

Outbound Email Body Processing

For outbound emails, the system enforces the maximum body size as set by the glide.email.outbound.max_body_bytes property (starting with the Fuji release). When the body size exceeds the configured value:

  • The system does not send the email.
  • The system truncates the Body text on the Email form.
  • The system logs a warning and sets the Error string field on the Email form.
    The log message for such an email might look like this: Email set to send-ignored because its size exceeds the value set in glide.email.outbound.max_body_bytes. 1337 character(s) were truncated from the body field.

Email Attachment Limits

The ServiceNow email infrastructure supports attachments for both inbound and outbound emails. In addition to files that are explicitly attached to an email, files embedded in the body of an email are also considered attachments. For example, an email that has two attachments listed and that includes an image in the email signature technically contains three attachments. To prevent performance issues, the system enforces configured limits on the maximum allowed file size and number of attachments, as determined by system properties (starting with the Eureka Patch 4 release).

Email Attachment Limit Properties

Users with the admin role can configure the following properties to control email attachment limits. All the properties are located in the System Property [sys_properties] table. Setting any of the following properties to an excessively large value may cause performance issues.

Name Description
glide.email.inbound.max_attachment_count Sets the maximum number of attachments allowed per inbound email.
glide.email.inbound.max_total_attachment_size_bytes Sets the maximum total attachment size in bytes allowed per inbound email. Ensure that the sum of this property and the com.glide.email.max_body_bytes property is well below the maximum total email size.
glide.email.outbound.max_attachment_count Sets the maximum number of attachments allowed per outbound email.
glide.email.outbound.max_total_attachment_size_bytes Sets the maximum total attachment size in bytes allowed per outbound email. Note that in order to send an email, the system must encode the contents of the email. This process may significantly increase the size of the email, including any attachments. Ensure that the sum of this property and the glide.email.outbound.max_body_bytes property is well below the maximum total email size.
Note
Note: A different property, com.glide.attachment.max_size, sets the maximum file size allowed for any attachment in the system and overrides any larger values of glide.email.inbound.max_total_attachment_size_bytes and glide.email.outbound.max_total_attachment_size_bytes. For more information, see Limiting Attachment File Size.


Inbound Email Attachment Processing

For inbound emails, the system enforces the maximum number and size of attachments as set by the glide.email.inbound.max_attachment_count and glide.email.inbound.max_total_attachment_size_bytes properties. When the attachments for an inbound email exceed either value, the system logs a warning and discards the excess attachments. The order in which the system processes the attachments determines which attachments are discarded. This order may not be consistent from email to email.

Outbound Email Attachment Processing

For outbound emails, the system enforces the maximum number and size of attachments as set by the glide.email.outbound.max_attachment_count and glide.email.outbound.max_total_attachment_size_bytes properties. Email records are created from a number of sources and may exceed the configured attachment limits.

Emails that are ready to be sent from the Email [sys_email] table are subject to the outbound attachment limits. Emails that exceed either limit trigger a warning in the email system log and are sent with attachments up to the maximum number or total file size. The log message for such an email might look like this: Maximum combined attachment size exceeded. (max:15728640 bytes). One or more attachment records ignored.

Notification Emails

Notifications can be set to include all the attachments from the record that triggers the notification. If the attachments exceed either of the outbound email attachment limits, the system excludes the excess attachments from the email and logs a warning message.

Scheduled Report Emails

Reports can be scheduled for email distribution as attachments. Large reports may exceed the outbound attachment size limit. In this case the system sends the scheduled report email without the report attached and logs a warning message. To avoid the issue, send links to large reports instead of sending the reports as attachments.

Exported Table Emails

If a user attempts to export a number of records from a list that exceeds a configured warning threshold, a dialog box offers the option to email the exported records as an attachment. If the attachment exceeds the outbound attachment size limit, the system sends the email without the exported record list attached and logs a warning message.