Subject: Inquiry Regarding MP4 Attachment Issue in JIRA Service Management Notifications

[Zita Sun]

Hi ,

I recently added a comment with a 36MB MP4 video attachment to a ticket in JIRA Service Management for an external customer. However, the customer reported that after receiving the JIRA notification email (their email is Gmail), they saw the following message:
“unable to embed resource: XXXX/MP4”
They are unable to view or download the MP4 attachment from the email notification， only a text there.

Could you please help me understand the root cause of this issue? Is this problem related to JIRA Service Management settings, or is it a limitation on Gmail’s side?

Any guidance on how to resolve or work around this would be appreciated.

Thank you!

[Marc -Devoteam-]

Hi @Zita Sun 

This is probably a 99% Gmail limitation, as the Gmail attachment size limit is 25 MB for both sending and receiving attachments, including all attachments in a single email.

[Zita Sun]

Thank you Marc!

We tried to send a mov file only 12MB, however the result is still the same. Is that about JIRA settings?

[Marc -Devoteam-]

Hi @Zita Sun 

The only setting Jira around attachment is the size of an attachment to add to an issue.

This you can limit.

For sending there is no limit.

Does sending to a non Gmail address work or is the Gmail a business Google domain, there other settings can be set?