When an email is sent to a Request Queue enabled for email intake not all attachments are saved as documents

[GrantTh]

I sent a test email to the request queue with 2 documents attached. One was a .doc (15 KB) and one was a .pdf (583 KB). Only the .doc was saved in the "documents" section of the request queue.

To make matters even weirder, I also "forwarded" an email with the same 2 attachments to the intake email address, and neither of the attached documents were saved, just a .png from the body of the email. It looks like it is only saving the smallest file?

I can't find any settings I can adjust on my end, are there any? Is this something that can be corrected? This will be a big problem for us and our brand new email enabled request queues.

[Kurt_Jones]

Grant,

Here's some info that will help you on this issue, https://experienceleague.adobe.com/en/docs/workfront/using/manage-work/requests/create-requests/enab... there is a size limit of 7mb for an attachment.  I just tested with a 1MB and 6MB for my support queue email and both came through fine.  I work for a heavily regulated company and our email system filters everything so you could be hitting something on your company end that is removing files before they are actually sent to the Adobe system (e.g., our email filters for watermarks we use and will remove those docs if they are sent outside the firm--like to Workfront intake queue)

[kautuk_sahni]

@GrantTh just checking in! Were you able to get this resolved? If one of the replies above helped—whether it completely solved the issue or simply pointed you in the right direction—marking it as accepted can make it much easier for others with the same question to find a solution. And if you found a different way to fix it, sharing your approach would be a great contribution to the community. Your follow-up not only helps close the loop but also ensures others benefit from your experience. Thanks so much for being part of the conversation!