You might have set a file size restriction on certain file types but attachments that exceed the size specified are still able to go through when a user submits a ticket. This article provides information on how to address this issue.
- Admin access with "Manage helpdesk settings" permission.
If a file size restriction was set in the Admin CP > Tickets > File Types > File Extension, any attachments larger than the size (in kilobytes) specified will be rejected provided that the option "Use file attachment type whitelist" is enabled in the ticket settings.
To do this, follow these steps:
- Log in to the Admin control panel.
- From the Home tab, click Tickets and click Settings.
- Scroll down to the "Use file attachment type whitelist" section and select Yes.
- Click Update to save the changes.
When this option is enabled, the user will get the following error message while attaching a file from the support center if:
- The file type is not listed in the Tickets → File Types.
- The file size exceeds the specified limit.
Tickets submitted via email though can still go through but the system will automatically strip off the file from the ticket. In other words, the ticket will be created without the attachment. You may create a customized rule to notify the sender that the file attachment was not accepted due to either type or size restriction.
To create email parser rules, visit the Mail Parser Rule Essentials for Setting up Email Rules article.