Service Desk 2016 and older, will only allow for attachments added via email to be 3 MB or smaller. This was due to a restriction in IIS.
Service Desk 2016.1 and newer versions will allow for attachments added via email to be larger than 3 MB
Changes was done 2016.1 in regards to how the framework is handling the requests and with this we have been able to open up the size limit on this and this is now unlimited.
This means that you can now email in an attachment no matter the size and Service Desk will add the attachment to the relevant Incident.
Note that there might still be a limit in the Mail Software itself that you are using to send the email with and you might not be allowed to send larger files
Once the email is within Service Desk, it will attach it to the Incident
There will still be a limit when it comes to downloading large files from your Incident, depending on which platform you are doing this from. This is down to how the platform talks to the framework.
- Console will have a download limit.
- Web Access and BridgeIT / Workspaces will not have a download limit.
If you are finding that you have a restriction when it comes to downloading files on Web Access and BridgeIT you can change this in the web.config file for the relevant platform.