How to fix email size limit errors in ServiceNowIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When your email body size appears to be within the size limits but does not send, you may still see this error message: "Email set to send-ignored because its size exceeds the value set in glide.email.outbound.max_body_bytes." This is because of how ServiceNow calculates email size limits. When sending emails from ServiceNow, the system enforces limits on the email body size to maintain stability and performance. These limits are controlled by two system properties: glide.email.outbound.max_body_bytesglide.email.outbound.max_body_chars These properties behave differently in how they apply limits. This article explains how each property works and how they interact with each other. Facts<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Key behaviors 1. glide.email.outbound.max_body_bytes is divided by 2 When validating email body size, the system uses half of this property's set value. The system applies a floor division by 2 during verification. For example, if you set this property to 100,000, the verification only allows a body size up to 50,000 bytes due to the internal division. 2. glide.email.outbound.max_body_chars uses the full value This property uses its complete set value for validation without any adjustment. For example, if you set this property to 100,000, the system validates against the entire 100,000 character limit as expected. 3. Priority between the two properties If you define the glide.email.outbound.max_body_chars property, the system ignores the glide.email.outbound.max_body_bytes property entirely. This means that the character-based limit overrides any byte-based configuration. For environments with multi-byte characters (for example, UTF-8 encoded content), this distinction is especially important. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All releases Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To resolve this issue, you can: Increase the glide.email.outbound.max_body_bytes property value To increase the property value, go to System Properties and double the current value to avoid the error. Use the glide.email.outbound.max_body_chars property instead This property doesn't have the half-size limitation, making it more predictable for email size limits. Choose the right property for your needs Use the glide.email.outbound.max_body_chars property if you want precise control over text-based content length.Be aware that the glide.email.outbound.max_body_bytes property is halved internally, which might lead to unexpected truncation.Set only one of these properties to avoid ambiguity and ensure consistent behavior.