Cannot create a PBI from an incident, getting Error: The Run Process active link action failed because this Run Process command was used incorrectly. (ARERR 9366)

Knowledge Article

Article Number

000287492

Old Article Number

000082796

Article Type

Solutions to a Product Problem

Title

Cannot create a PBI from an incident, getting Error: The Run Process active link action failed because this Run Process command was used incorrectly. (ARERR 9366)

Summary

Cannot create a PBI from an incident, getting Error: The Run Process active link action failed because this Run Process command was used incorrectly. (ARERR 9366)

Product

BMC Helix IT Service Management OnPrem

Component

Applies to

BMC Remedy IT Service Management Suite

Problem

Cannot create a PBI from an incident, getting Error: The Run Process active link action failed because this Run Process command was used incorrectly. (ARERR 9366)

Environment: BMC Remedy OnDemand 20.11.01 (7.6.04) and BMC Remedy ITSM 20.11.01 (7.6.04).

Cause

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Legacy ID:KA399800

To resolve the issue we need to clear the previous cache and temporary files for both Mid-Tier & Tomcat. Below are the steps:
====
a) Stop Tomcat (Jsp Engine) Service.
b) Clear out the contents of the 'work', 'temp' & 'logs' folders inside "....\...\Apache Software Foundation\Tomcat X.X\"
c) Clear out the contents of the 'cache', 'cachetemp', 'attstore' and 'logs' folders present inside the Mid-Tier folder.
d) Delete 'viewStats.dat' and 'viewStats.dat.bak' from <Mid-Tier folder>\WEB-INF\Classes. (* If only Present, else ignore this step).
e) << Delete plugin server cache:
The directory on my VM is: C:\Program Files\BMC Software\ARSystem\midtier\PluginsCache. Everything can be deleted, including sub folders.
>>
f) Start the Tomcat (Jsp Engine) Service.
====

Related Products:

BMC Remedy OnDemand
BMC Remedy OnDemand
BMC Remedy IT Service Management Suite

Attachment(s):