The attachment file extension is removed from the file name if the attachment file name is longer than the maximum length of the sys_attachment column name file_name attribute. In addition, because the Manage Attachment window does not always display the file type correctly (for example, Outlook file type), identifying the type of attachment is even more difficult.

Steps to Reproduce

  1. Log in to the base system instance.

  2. Create or rename files of three different file types for attachments with a name having 125 characters. For example:


  3. Navigate to Incident > Open and select an incident.

  4. Click the attachment icon and add these files as an attachment.

    Note that the file names have been trimmed to first 100 characters including the file name. You can also verify the truncation by viewing the sys_attachment table (https://instancename.service-now.com/sys_attachment_list.do?). Also, if an Outlook file is included, its icon does not display correctly.




Increase the maximum length attribute of the File Name column in the Attachments (sys_attachment) table:

  1. Enter sys_attachment.list in the application filter to open the Attachments table.

  2. Right-click the File name column label and select Configure > Dictionary.

  3. Locate file_Name under Column name and increase the Max length value.

    Note that if the file name is longer than this value, the file extension will be truncated.

    Note 2: If you increase the length beyond 255 then it will change the field type to "MEDIUMTEXT" on the backend.
    We do not recommend exceeding this length without thoroughly testing in sub production.

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Related Problem: PRB584906

Seen In

Berlin Patch 6
Calgary Patch 2 Hot Fix 5
Eureka Patch 2
Fuji Patch 10
Fuji Patch 11
Fuji Patch 7 Hot Fix 5
Geneva Patch 3 Hot Fix 2
Helsinki Patch 4

Fixed In


Associated Community Threads

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Article Information

Last Updated:2020-11-16 12:15:13