📎 Attachment size limits and large emails

How big an attachment can be, and what happens to an email that arrives too large (3.5.0, #170). For how it is built, see the Developer Guide.

The two limits - System → Security → Attachments

Setting	Default	What it limits
Largest attachment	10 MB	Any single file, everywhere: ticket replies, notes, the portal, imports, documents. Before 3.5.0 this was fixed at 10 MB.
Largest email	No limit	The total of one incoming email's attachments.

The card also shows PHP's own upload limits on your server. FreeITSM can't accept a file bigger than PHP allows, so if you raise the limit above them the card warns you. On Docker, raise them with the container's PHP settings.

When an email is too large - Tickets → Settings → Mailboxes

Under the list of mailboxes, When an email is too large decides what happens to an email that goes over either limit:

• Keep the email, without the attachments that are too big (the default). The ticket is created as normal, with a note listing what was removed and why. When the files are each small enough but too big together, choose which go: the largest first until it fits, all of them, or in order until the next one would not fit.
• Reject the email. No ticket is created.

Either way you can also:

• Alert chosen email addresses, so someone knows to fetch the file another way.
• Reply to the sender with your own words, for example asking them to use a file share. The reply can never loop with an auto-responder.

A mailbox of its own

Open a mailbox and use Large emails to give it its own rules, limits included. For example, a supplier mailbox can accept 50 MB drawings while every other mailbox stays at 10 MB. Leave it alone and the mailbox follows the defaults above.

Where it is recorded

What happened to each oversized email is in the mailbox's activity log. Alerts and replies appear in the email send log.

Related

Mailbox Authentication · Basic IMAP mailboxes · Email send log