[ITSM | How-to] Accepted Email Formats & Limits in AssetSonar

Why It Matters

Understanding the strict limits on incoming emails prevents automated spam, malicious attachments, and unsupported formatting from cluttering your IT workspace, ensuring only valid, readable requests make it to your agents.

How It Works

To maintain a secure and organized workspace, AssetSonar enforces the following email and attachment constraints:

• Standard Encoding: All incoming emails must utilize standard UTF-8 encoding. Legacy or rare character encodings will fail to parse consistently.
• Attachment Limits: Total file attachments must stay strictly under the 20 MB limit.
• Safe File Types: The system accepts standard document and image formats, such as PDF, DOCX, JPG, and PNG.
• Security & Rejections: Any email containing malicious content or dangerous file types will be intercepted and rejected outright by the underlying security layer. Additionally, any incoming messages from explicitly blacklisted email addresses will be blocked and tagged.
• Rate Limiting: The system employs strict rate limiting to prevent email bombing or automated spam attacks from overwhelming your ticket queue.

Next Steps

Attempt to email a test ticket with a file attachment slightly larger than 20 MB to ensure the system successfully enforces the hard size limit.