The Workflow tasks tab of a change order using CA Workflow displays CGI timeout instead of showing the work items.

Document ID : KB000054351
Last Modified Date : 14/02/2018
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Description:

In ServiceDesk change order detail window of a change order using CA Workflow, under Workflow tasks tab an error
"CGI Timeout The specified CGI application exceeded the allowed time for processing. The server has deleted the process." is displayed instead of the work items.

Solution:

When a user clicks on the workflow tasks tab of a change order using CA Workflow process definition, a web service call is made to CA Workflow Process Manager web services api.

It uses the method getWorkflowitems. A session id is first created for the web service call. If the session id is not created then the error message "CGI Timeout The specified CGI application exceeded the allowed time for processing. The server has deleted the process." is displayed.

This happens if the session log table has huge number of rows (over 100,000 rows).

In order to resolve the issue, the rows in session_log table need to be purged. It can be done using Archive/Purge rules in ServiceDesk or manually deleting from the database by providing a date range.

TEC416689 explains the purging of Notification Log Header table. However, it can be used as reference to configure archive/purge. The rule name is session_log.