I'm here as this is now affecting our customers, who have logged tickets with us, but they have been dropped, due to JSM not processing them, and not even showing that there was an error along the way.

This appears to have been created in 2016 -  8 years ago so I'm not very optimistic on a release for this soon.

Will need to evaluate other service management options to ensure we can deliver consistent support.

This is a bad behaviour, since neither reporter nor agent know that attachment(s) are  missing, and both of them can miss an important info, it can lead to misunderstandings, confusion and unsatisfied customers and agents.

Hello there,

I’m currently also experiencing issues with emails not being delivered due to file size, even though they were slightly under 20MB. However, when I send the same emails from Gmail to Gmail, it works, as the 25MB file size limit in Gmail was sufficient. 

A log notification for the admins, as well as an automated email to the sender explaining that the email couldn’t be delivered for "this and that reason," would save a lot of pain and prevent many tickets.

Thx

Cheers

Yes a auto reply would solve 80% of the pain.

Need to notify the user at least

This is still a problem, and emails that are well below 25MB are rejected.  I had an email reject that was around 20MB rejected yesterday and again this morning.  

There is no record of this in the logs, and the reporter did not receive a "bounce" back.

I have seen multiple examples of attachments smaller than 25MB not being processed (20-23MB attachments, where the whole email was still under 25MB). The 25MB limit is not correct here.

Also, the fact that these are blocked silently for the agent side is a problem. Something should alert the agents so they know to check the mailbox.

Even if it's not viable to allow large attachments to be uploaded via email, rejecting them silently is a major problem: we miss that customer contact, without realising it, and customer feel ignored. 

Processing the email without the attachment or at least leaving a message or notification in JSM would allow us to work around this restriction. 

Large emails will slow down the service, and probably provide a security risk. And I guess they take up space on Atlassian's servers.

Bearing that in mind:

50mb is fine, but please please please create the ticket with a note saying: "Attachments not supplied due to file size limitations."

Or something similar.

Please.

This is causing a lot of headaches, as the logs show nothing to us so we assume that this is the issue. We have emails blocked for less than 25MB attachments, without any notification or log. This needs to be addressed ASAP

Also agree with the suggestions, I need a solution, we receive a lot of customer data to be analysed.

Agree with the suggestion that the email should at least be processed without the attachment .  We need a notification that there was a problem so we can tend to it before the customer becomes upset that we didn't do our job. 

Some sort of tipp or workaround: depending on your possibilities you can process the email in the inbox to split the attachment into 25 mb chunks and then create a new mail with same meta information and the split attachments. (I know, all depending on backend infrastructure and knowledge but maybe this idea helps one or the other)

Our use case: we're a digital print shop and use Jira Service Desk to obtain print jobs, including images that could easily exceed 25Mb. Since jobs are sent to our email inbox and retrieved from there, the requests aren't lost forever – but only if the customer contacts us and asks "is my job done yet?" So, I have to agree with others in this thread – if the allowable attachment size cannot be increased, the next best solution is to process the email and create the ticket without the attachment, annotating that the attachment has been stripped off. That would allow us to retrieve the attachment from our inbox.

I agree with @konstatin , is there a way to increase the 25mb cap on email puller? It's 2019, emails with 25mb isn't suitable for business anymore. Gmail cap is 25mb attachments but does not include the body of the email. If the email has a profile picture and text, the email is over 25mb. Can we up the email puller cap to 30mb at least?

This should be configurable option. Administrators and business should decide what size limitation to put in place. 25 MB is nothing nowadays, our Users submit requests sometimes with more than 100 MB forms.

If increasing this is not an option, having notification to Users that requests creation failed or creating without attachment should be there as a workaround.

Thanks.

A temporary solution of either that the customer get's an e-mail that the ticket wasn't created or as @Darcy suggested, create a ticket without the attachments would make a lot of sense. This is just strange to everyone, no one is aware that the ticket isn't created at all. Which results that the customer thinks a ticket was created and the service desk is wrong, the service desk team doesn't have anything that gives them any feedback of a technical error and blames the customer to have done something wrong.

Agree with the suggestion that the email should at least be processed without the attachment–either create the new case or add a comment to an existing case as would normally happen--with a notification that the attachment was lost.

While allowing user defined max attachment size would be preferable, it would be helpful if the email would at least be processed for a ticket without the attachment. Potentially with a notification on the ticket that there was an attachment but that it was larger than the max attachment size.

You allow the issues to have attachments up to 2 gigabyte.  Please allow an increase in the attachments that come from email.