Skip to main content

Attachment Limits

The Autotask API provides methods to create, query, and delete attachments in Autotask. These attachments can be associated with various Autotask database entities, including but not limited to:

  • Tickets
  • Accounts
  • Contacts

However, there are several limitations imposed by the Autotask API when creating new attachments. This documentation outlines these limits and describes the behavior of MSPintegrations when these limits are exceeded.

File Size Limit​

The Autotask API limits individual attachment files to 6 to 7 megabytes, and Autotask does not publish an exact threshold. This limit is lower than the limit imposed by the Autotask user interface, so a file you can attach by hand in Autotask can still be too large to attach through the API.

When MSPintegrations creates an attachment that is larger than the Autotask API limit, Autotask rejects the call and MSPintegrations generates an exception. MSPintegrations does not retry the file, because sending it again produces the same rejection.

When a file is far above the Autotask limit, MSPintegrations generates the exception without calling Autotask at all. Skipping a call that Autotask would reject preserves your five-minute upload allowance for attachments that can still succeed.

Rate Limit​

The Autotask API also limits the total attachment data you can upload in any five-minute period. This limit is 10 megabytes per five minutes. Once you exceed it, Autotask stops accepting attachment creation calls for five minutes.

When MSPintegrations hits this limit, it pauses the attachment for roughly five minutes and then tries again, and it repeats this several times. If MSPintegrations still cannot create the attachment, it generates an exception.

Handling Attachment Failures​

When MSPintegrations cannot attach a file, it takes the following actions:

  • Generate an Exception: An exception email is sent to the address specified in the Settings screen.
  • Add a Note to Autotask Ticket: If the attachment is for an Autotask ticket, MSPintegrations automatically adds a new note to the ticket indicating that the attachment could not be added.
  • Suppress the Exception: To continue the workflow and record the failure in the workflow history only, check Suppress Autotask API exceptions on the action.

Summary of Limits and Behaviors​

File Size Limit:

  • Autotask API maximum: 6 to 7 megabytes per file, lower than the limit imposed by the Autotask user interface
  • Exceeding the limit: Autotask rejects the call, and MSPintegrations generates an exception without retrying the file
  • Files far above the limit: MSPintegrations generates the exception without calling Autotask

Rate Limit:

  • Maximum: 10 megabytes per five minutes
  • Exceeding this limit: Autotask stops accepting attachment creation calls for five minutes, and MSPintegrations pauses and retries the attachment several times

Failure to Attach a File:

  • Exception email: Sent to the address specified in Settings
  • Note to Autotask Ticket: Added if the attachment is for a ticket
  • Suppressing the exception: Check Suppress Autotask API exceptions on the action to continue the workflow and record the failure in the workflow history only

Conclusion​

Understanding these limits and the behavior of MSPintegrations when exceeding these limits helps you better manage your attachment processes and ensure smooth integration with Autotask. For further assistance, refer to the Settings screen for support contact details or consult the Autotask API documentation for more detailed information on attachment handling.

Resources​