IIS-W3SVC-WP CGI Application TimeOut Error due to Knowledge method KT_GET_CAT_SUGGEST_KNOWLEDGE

Document ID : KB000031043
Last Modified Date : 14/02/2018
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In the Windows Event Viewer logs “IIS-W3SVC-WP” CGI Application TimeOut Error Messages appear for the URL:




The error appears when Knowledge Suggestion is turned on for Request or Incident Areas. This is a generic message and will not cause a problem.



The function OP=KT_GET_CAT_SUGGEST_KNOWLEDGE is used while updating the Request Area field during creation of a Request from Employee/Customer page. The pre-req for this is to have the column value for  ‘SUGGEST_KNOWLEDGE_FOR_REQUEST_AREAS’ in USP_PROPERTIES table set to 1. An Ajax request with the above OP code is sent and the return value is the ‘suggest_knowledge’ attribute of ‘pcat’ (Request Area). 

If the Suggest Knowledge is turned OFF for Request/Incident areas then the property_value for “SUGGEST_KNOWLEDGE_FOR_REQUEST_AREAS” is 0 in the usp_properties table. By default this is “-1”. 

These errors are generic and appear if the CGI script doesn’t seem to get response from webengine soon enough. They do not stop the application from functioning.