If you have stopped receiving update notifications for your incident or other ticket, this may because the size of the email notification exceeds the max limit. Often this can be the result of large work notes, which as part of the email notifications, continue to increase in size with each notification.

If the Additional Comments , for example, get extremely large, chances are you will eventually exceed the max-allowed limit. The email is then set to send-ignored because its size exceeds the value set in glide.email.outbound.max_body_bytes property.

To prevent performance issues, the system not only sets configured limits on the maximum email body size but also the total attachment file size and number of attachments per email. Administrators can modify the maximum values by using these properties. You can, however decrease the size of the notification without modifying the max set value.

To decrease email notification size on HI:

1. Copy the existing Work Notes/Additional Comments.
2. Create a new document with work notes and add them as an attachment to the notification.

You should then be able to continue receiving notifications without deleting work notes or making other system modifications.

For more information about notifications on HI, see: