Processing of requests with attached files

WebAsyst Help Desk processes customer requests with attached files in different fashion depending on the submission method: by email or using a contact form on your website (or personal online account).

By email

Each email message with attachments constitutes a single file which is processed by WebAsyst Help Desk in order to separate the text contents from the attached files. In case of a large attachment the software may fail to allocate enough server memory to process a message.

To ensure correct processing of all customer requests, you may set up a maximum message size limit of 2 MB. This will allow most web servers to successfully process virtually all incoming requests with attached files.

Note: Please consult your server administrator on how to set up the message size limit for your mail server.

If you do not want to limit your customers in the size of attached files, increase the value of the memory_limit parameter in the PHP configuration to allow the web server to process larger attachments.

Important: The current value or the memory_limit parameter should not exceed the actual amount of free accessible server memory. Otherwise this change will not have the desired effect.

Using a web form or a personal online account

In this case Help Desk is capable of processing attached files of any size because they are sent to the server as part of a POST request. For better convenience, you may limit the maximum size of attached files by changing the corresponding settings in your web server and/or PHP configuration.

Namely, for the Apache web server the desired value for the LimitRequestBody directive (total size of submitted data) must be specified. To change the PHP configuration, specify new values for parameters post_max_size (total number of data sent in a POST request) and upload_max_filesize (maximum size of each file sent together with the request text using a web form or a personal online account).