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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 maximum file size for attachments is 6 to 7 megabytes. If you attempt to attach a file larger than this limit, MSPintegrations generates an exception.

Rate Limit​

The Autotask API also limits the total data that can be uploaded within a 5-minute window. This limit is 10 megabytes per 5 minutes. If you exceed this limit, MSPintegrations waits and retries. MSPintegrations will retry several times, waiting longer each time. If MSPintegrations is unable to create the attachment, MSPintegrations will generate 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.

Summary of Limits and Behaviors​

File Size Limit:

  • Maximum: 6-7 megabytes
  • Exceeding this limit: Generates an exception in MSPintegrations

Rate Limit:

  • Maximum: 10 megabytes per 5 minutes
  • Exceeding this limit: MSPintegrations retries the attachment process 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

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​