Testing.
Leonard Neely
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Thanks Mark.
As you mentioned, It appears to be related to the known issue with the
Oracle Client 10.2.0.4 as documented in SW00333862. Though the article
offers a workaround, in our case, a decision was made to downgrade the
client back to 10.2.0.1, which was on our original build and is
Hi Ram,
We had a similar issue recently. The following, is what the root cause was,
and what we did to resolve:
Issue:
Unable to access RKM contents when selecting the [Knowledge Management] tab
from an incident record with Remedy.
Troubleshooting Efforts:
It appears that the 'rkm_user'
Is the server in Development Cache Mode?
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tommy Morris
Sent: Friday, February 05, 2010 7:46 AM
To: arslist@ARSLIST.ORG
Subject: RPC Timeout Errors
**
Development Environment
The behavior that you describe is typical when multiple developers are on
the system, and the server is not in Development Cache Mode, as activity in
DT form multiple developers will all contend for the single Admin thread.
This is also why you don't really see the issue in the User Tool while
Hi Lisa,
Error messages in the AR System Email Error Log are already linked with
the associated message in AR System Email Message. You have to select
Yes for the Display Advanced Options: on the Email Messages record then
the [Error] tab will show. On the table field, the error from the
messages records.
Do some errors happen that are so severe that an Email Message record is not
created?
Lisa
_
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Tuesday, February 02, 2010 1:20 PM
Logs
**
Do you think this happens with Outbound messages too? I have some errors
with our outbound mailbox as well.
Lisa
_
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Tuesday, February 02, 2010 2:02
Shawn,
That should be the only place you need to change it. However, you need to
make sure that the user account which you use has the appropriate
permissions to access and write to the tables/forms involved in the
exchange. For example: If the exchange is populating the CMDB, does the
user
Correction - Christie's post is correct. I misread your post, and thought
you are referring to the login for Connections
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Friday, January 15, 2010 8:04 AM
System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Friday, January 15, 2010 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing AIE user
**
Correction - Christie's post is correct. I misread your post, and thought
you are referring to the login
Do you have the Asset Management (AM) application installed? I believe that
Active Link is installed with AM and runs against the AST:.. forms.
Leonard Neely
Column Technologies
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent:
Hello list.
Environment:
OS: Sun OS 5.9
DB: Oracle 10.2.0.2.0 - 64bi
AR Server v7.1 (patch 007)
AR Mid Tier v7.1.0.007
Atrium CMDB v2.1.0.005
ITSM v7.03 (patch 007)
I have a requirement to open the related “AST…” form rather than the “BMC…”
class form when a user right
Neely - FOJ
Sent: 07 September 2009 19:23
To: arslist@ARSLIST.ORG
Subject: CI Viewer: How to open AST form rather than Class form
Hello list.
Environment:
OS: Sun OS 5.9
DB: Oracle 10.2.0.2.0 - 64bi
AR Server v7.1 (patch 007)
AR Mid Tier v7.1.0.007
Atrium CMDB v2.1.0.005
ITSM
Check you licensing. That means the server is not licensed, or the license
has expired.
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Monday, September 07, 2009 8:14 PM
To: arslist@ARSLIST.ORG
Subject: Error -
May be a trivial question, but with the logs on for a slightly longer period
of time, is activity from normal processes in Remedy getting logged?
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Tuesday, August
You didn't mention what AR Server version and DB, etc, that you are on.
If nothing is being logged, then something is obviously wrong and you need
to resolve that issue first.
Is this a new install?
Is this a Test/Dev or Production environment?
A first logical step might be to
Hi Christie,
You should restart the web server after defining your pre-fetch list. The
forms defined, are loaded into memory whenever the web server is restarted.
When to Flush the cache, those forms are also flushed from memory, and
will not be reloaded until the web server is restarted.
Hi Christi,
You may need to enable the option(s) on the form properties from within the
Admin Tool.
Leonard Neely
Column Technologies, Inc.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS
Sent:
That information should be in the SRM Users Guide. I only have docs for
v2.1 but you should be able to find what you need there.
HTH
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: Wednesday, July 15,
If I understand this correctly, you want to handle the scenario where the
user needs to cancel (or close) out of the dialog window, even though they
may have already selected a menu item on Form B? From what it sounds like
to me, the commit to your parent form would have already occurred since
Hi Joe,
Try looking in InstallDrive:\Program Files\BMC Software\ARSystem\Logs
HTH
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Monday, July 13, 2009 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re:
the installer kicks up. This is a new
install, I'm seeing a couple of points of failures during the install and I
wanted to see the 'temp' logs equivalent to those found in the /tmp or the
/usr/tmp directory in UNIX during UNIX installs.
Joe
_
From: Leonard Neely - FOJ lne
Hi Dwayne,
Diary field data is not stored in separate tables (such as H., and B.
tables). It is stored in the related column of the T. table.
HTH
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of marti...@ad.jmu.edu
Sent:
Here's a topic out on BMCDN that might be helpful.
http://developer.bmc.com/communities/thread/27929
Leonard Neely
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Remedy Muse
Sent: Monday, June 29, 2009 7:30 PM
To: arslist@ARSLIST.ORG
Hi Frank,
I ran into this same issue. This is a known issue. Here is the KB.
Data in the Change Timing field does not appear in reports.
http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1doc=20005944sid=2309746type=P
ublishedterms=searchTermsuser=Self%20Help Print
to log in. even if I give
my credentials it prompts again and does not load the sub report. Any other
ideas? I don't see why it would work in the fat client but not the web.
_
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely
You may just need to update the Datasource Location properties in the sub
report and re-save it again.
Check the setting in (Database | Set Datasource Location | Properties)
called Use DSN Default Properties. If the value there is set to False,
try setting it to True.
HTH
Leonard Neely.
Since we're on the subject of escalations, I thought I'd weigh in here. Not
sure how relevant this is to your end goal, but it may stimulate some
thought at the very least.
This was in a pre 7.x environment, so the use of Escalation Pools was not
available yet.
To help ease our
Mike,
Doug Blair had a pretty good post on this topic a while back. It might be
what you are looking for. Search the list for the subject ITSM individual
assignment process by assigned group rather than by company?
Leonard Neely
From: Action Request System discussion list(ARSList)
Abhijeet,
There were several patches for SLA 6, which addressed a number of issues.
Patch 1537 (readme attached) is a cumulative patch which also addresses bug
fixes for patch 1456 and 1498. The problem you are seeing may be related to
one or more of these bugs.
HTH
Leonard Neely
That's interesting, since I don't believe that there is a
PERFORM-ACTION-REFRESH-TABLE command. There is a
PERFORM-ACTION-TABLE-REFRESH command, but it is for AL's only. My guess
is that in some filter/escalation, you have a Run Process action that
issues this command, and thus generates the
Bill,
I think your qualification needs to be structured as follows:
('Status' = Active) AND (EXTERNAL('536870930')) AND
(EXTERNAL('536870931')) AND (EXTERNAL('536870934'))
Note: No Dollar Signs
HTH
Leonard Neely
Column Technologies
-Original Message-
From: Action Request System
Mark,
What version on Data Management tool (DMT) are you using? Make sure that
there are no extra columns at the end of the spreadsheet templates you are
importing.
Leonard
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Lev
Sent:
---
From: Action Request System discussion list(ARSList) on behalf of Leonard
Neely - FOJ
Sent: Fri 3/13/2009 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Tool Error
**
Mark,
What version on Data Management tool (DMT) are you using? Make sure that
there are no extra columns
Mark,
It looks like you have a workaround, but just a few more questions.
1. Are you able to load the mapping file in the AR Import tool?
2. There are a number of import logs that get generated when you run the DMT
import process. Do these logs have any clue as to where/why its failing?
Leonard
John,
You may need to increase the Plugin Default timeout. I believe the
default is 60 seconds if it is not set. I usually need to set it to 120 (or
more) depending on your LDAP configuration.
HTH
Leonard Neely
Column Technologies
From: Action Request System discussion
Hi Listers,
This one is for all you SLA 6.x specialist still lurking out there (and I
know you're there).
AR Server: 6.3 (Patch 24)
OS: Windows 2003
DB: SQL 2000
Apps: Incident, SLA 6.0 (p1537)
Has anyone heard of an issue with creating Milestones using a Custom
Qualification for the Execute
Since a modification to the primary server triggers a server recache to the
other servers in the group, I would look at the resources on the other
servers. Here are a few questions that I have:
. How many servers are in the group?
. What is the memory configuration on these
John,
I believe you will need to uncheck the Web URL option on filter
NTE:NTS:Email_200_SystemNT in order to get rid of that link.
HTH
Leonard Neely
_
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent:
Ramesh,
If you are mapping fields in the Window Open: action, you may need to map
the fields in which you want to set the default values with the $DEFAULT$
keyword. Alternately, you may want to turn on some logging to see if there
may be some other workflow firing on Window Loaded that might
Hi Abdul,
We encountered similar issues when installing on a 64 bit Windows
environment however, our install was at patch level 004.
This sounds like a server name resolution issue. Is the Server Name
parameter in the ar.cfg file FQDN? If so, try using just the server name
instead.
HTH
This is a pretty long thread, but since I haven't seen a resolution yet,
I'll give a shot at another obvious, since I have not seen it specifically
suggested in this thread. But., have you tried restarting AR Server? And
maybe even the physical server?
It sounds like this activity is on a
On Mon, Oct 13, 2008 at 3:14 PM, Leonard Neely - FOJ
[EMAIL PROTECTED] wrote:
**
This is a pretty long thread, but since I haven't seen a resolution yet,
I'll give a shot at another obvious, since I have not seen it specifically
suggested in this thread. But., have you tried restarting AR Server
ITSM 7.0
Modify ticket in IM 7.0
HelpDesk Form
Regards
Sree
On Sat, Sep 6, 2008 at 12:47 AM, Leonard Neely - FOJ
[EMAIL PROTECTED] wrote:
**
I didn't see it mentioned, is to what AR System version, App(s) you are on.
Are you submitting to a custom form? Are you receiving this error while
I didn't see it mentioned, is to what AR System version, App(s) you are on.
Are you submitting to a custom form? Are you receiving this error while
using an ITSM application? (i.e. Change Management, Etc.) A bit more
details about your environment may help to resolve your issue.
Thanks,
Run from an escalation, wouldn't the syntax just be:
$PROCESS$ F:\x\x\x\ImportCompFile.bat
Leonard Neely
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Trevino, Rick
Sent: Friday, August 22, 2008 1:29 PM
To:
Aug 22 16:05:59 2008 No error : $PROCESS$ F:\ImportCompFile.bat
any other suggestions would be appreciated
Thanks !
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Friday, August 22, 2008 3:53 PM
To: arslist
Hi J.T.,
We ran into this same issue. You may need to increase the Default Plug-in
Server timeout to something like 500 (the default is 60).
HTH
Leonard Neely
Column Technologies
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf
Hi J.T.
Unfortunately, I'm not sure if there is a way around that if you are using
the Data Management Tool (DMT). I used Patch 9003, but I think 9005 is the
same in this regard. I my case, we had a total of 60 support users across
48 support groups to import, with slightly varying
William,
What's your environment? I know this may sound odd, but whenever I've seen
this problem, it usually ended up being related to running out of resources
on the server (I.e. Temp space, memory, etc.). If this randomly happens
with different users, you may want to check things there.
I'm not a net guru, but now that you mention that you have 4 Mid-Tier
servers connected via a load balancer, it sounds a bit like the problem may
be related to the Server affinity configuration at the load balancer level.
I ran across a similar issue before, at a previous job where we had two
You can create a -Global- or company specific Assignment record (one that
doesn't have any Operation Categorizations associated with it) to handle
requests that were typed in, and have these assigned to a specific support
group. If such an assignment record doesn't exist, the request will get
What is the SQL error you were getting under this condition?
I'm not 100% sure, but I think that support group id(s) that you use in the
User Name field of the Notify filter, are expanded at runtime, to the
actual group name. If that is the case, and depending on the combined
length of the group
.
On Thu, Jul 24, 2008 at 12:43 PM, Leonard Neely - FOJ
[EMAIL PROTECTED] wrote:
What is the SQL error you were getting under this condition?
I'm not 100% sure, but I think that support group id(s) that you use in
the
User Name field of the Notify filter, are expanded at runtime, to the
actual
Andy,
I usually accomplish this be simply creating an Active Link that fires on
Window Load, Display, Etc., and an execution order that pretty fires after
everything else on the form. The Action would be a Change Fields,
setting the desired fields to Read-Only. That way:
1. I don't have to make
Does your filter fire when you manually set the value in field A?
Also, do you mind telling us what platform/version, Etc you are on?
Thanks,
Leonard
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday,
Hi Lei,
We ran into a similar issue with Surveys (write license error) and found
that the following conditions had to exist in order to make it work.
1. The server is in Submitter Mode (Locked)
2. A user record exist in CTM:People (read license)
3. A user record exists in the
Technical Services Applications Management
860-766-4761
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Wednesday, July 23, 2008 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Survey Write Licence Error
**
Hi
The concept of your multiple filter workaround is most likely what you will
need to do to accomplish this. However, that sounds pretty Static and if
those groups ever need to change, that would translate into a workflow
modification as opposed to a data configuration change.
We had a similar
I've seen weird things happen in the past when the ar.conf setting
(Email-Import-Form-By-Default) is set to T (true). See if this setting
exist and is currently set to T. If so, try setting it to F (false).
If your email form(s) are already somehow corrupt, you may need to perform
the actions
Janie,
If you have Migrator and a backup copy of your form you might want to try
running a Difference report to see if there are any significant differences
between the two. Maybe for some reason, when your Admin Tool hung,
something got whacked out of shape.
HTH
Leonard Neely
Column
You may need to turn on SQL logging, and reproduce the error. The SQL log
should show exactly what statement is being executed upon failure. From
that you should be able to identify what the offending field is.
If this is always failing for the same user(s), then most likely, there is a
bad
Hi Janie,
If you find that there's a setting to control this, be sure to let me know.
I use the ASLogDisplay a lot and for Active Links, it pretty easy to read,
but for Filter,SQL, API, etc, it's a little challenging.
It's a great tool, but the thing I don't like about it, is that you can't
If you are using a .csv file as the source, you don't need to create a .tbl
file. Just don't specify the file extension (.csv) in your path name. AIE
will automatically recognize it as being a .csv file. The .dat file is
generated by the engine.
Leonard Neely
Column Technologies
You haven't mentioned your app version, but I assume it is ITSM 7.
Here are two options:
1. If all your Product Categories will be associated with a single
company.
* Import the same source file into the PCT-ProductCompanyAssoc form,
mapping only the following fields:
*
Here's a document that might be helpful for starters.
Leonard Neely
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA
Sent: Wednesday, March 12, 2008 1:37 PM
To: arslist@ARSLIST.ORG
Subject: CI types and
Also, are you by chance running multiple servers in a server group? If so,
escalations will only run on a single server and Admin Tool Config changes
will need to be made from the active (primary) server in the group.
Leonard Neely
Column Technologies
-Original Message-
From: Action
Something like this should work. You may need to adjust the length value
(30) for your environment.
(($Trouble Ticket #$ + ) + RPAD($Company$,30, ) + $Status$
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E
William,
Have you tried adding and/or adjusting the following ar.cfg file settings?
Plugin-ARDBC-Threads: 1 15
Plugin-Filter-API-Threads: 4 10
The manual states:
By default, 1 thread is initiated if this option is not specified. The
plug-in service
will increase the number of
We ran into the same issue. There was a logged defect on this SW00257484.
There was a problem with the arDBCQuery.dll in 7.01 p3. This was supposedly
fixed in p4. However, applying p6 re-introduced the issue again. The
following is from the Release Notes for patch 006
This fix is
Not sure if this is related to your specific issue, but you might want to
take a look at this article.
http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=651
Leonard Neely
Column Technologies
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
You can look in the stdout.log file located in the /Logs folder for AREmail.
At the top, you should see the Email Engine Version, the JRE version, and
whether or not in connected successfully (based on the last time it was
started).
HTH
Leonard Neely
Column Technologies
-Original
You could also consider using the $CLIENT-TYPE$ keyword to identify modifies
/ submits coming from AIE. I believe the value is 13
Leonard Neely
Column Technologies
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent:
J.T.,
I've got a 7.1 Patch 1 VM (Windows), and it does work there.
Leonard Neely
Column Technologies
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Saturday, February 23, 2008 5:39 PM
To:
This addresses your first question. From what I can see, I think you may
need to provide a file extension with your export and log file name. I
tested this, and it seemed to work fine for me. I did notice that it took a
while (over a minute) before it actually created the .arx file at the
Client-Side Logging Group
Server Information/Log Files tab from the AR System Administration Console
within the User Tool.
By default should be set to Administrator. As long as your Demo account
still has Administrator permissions, you should be able to turn on Client
side Filter logging.
Do you mind sharing what the fix was? That way, if someone on the list has
a similar issue down the road, and happens to pull up this thread, they will
get the complete picture (from problem to resolution)
Leonard Neely
_
From: Action Request System discussion list(ARSList)
In ITSM 7.x this is handled by an Escalation (CHG:CRQ:AutoSetStatusClosed)
Leonard Neely
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Monday, February 18, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject:
Hi Elinore,
I don't see a direct relationship with the error messages you are receiving,
and the instructions in the thread you have identified. The thread talks
about removing data only, while the error you are receive indicates the non
existence of fields on the current form. Also, I see that
Never hurts to look at the obvious first. Is your server running in
Development Cache Mode?
Leonard
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Harry Pugh
Sent: Tuesday, January 22, 2008 8:42 AM
To: arslist@ARSLIST.ORG
Subject:
Jack,
Is your goal to save the attachment on the server, or on the client machine?
If running this from within a filter or escalation, the file would be stored
in the specified path on the server.
Leonard
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Hi,
What is it that youre trying to accomplish with the archive form? Are you
trying to perform some archive (cleanup) on the archive form itself? A
little clarification on what exactly you are trying to accomplish may be
helpful in finding an alternate solution.
Leonard Neely
Also, your Run If qualification on the Escalation only needs to look for the
records = 30 days old since the status should already be Closed on all
your archive records (based on the condition that you are archiving records
on).
-Original Message-
From: Action Request System discussion
Eli,
I don't believe that you would be able to execute the jobs manually if the
service was not running. Is this a new setup? Or, was it working before,
but now its not?
Leonard
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
Neely - FOJ
Sent: Saturday, December 15, 2007 6:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
Mary,
Just to make sure you've covered all the bases, also check the Approval
Server settings from the AP Administration console to make sure that the
notifications you want are enabled
Of Leonard Neely - FOJ
Sent: Sunday, December 16, 2007 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
No, I am referring to the Approval Server settings (AP:Administration), not
in the Application Administration Console.
Leonard
-Original Message-
From: Action Request
Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Sunday, December 16, 2007 12:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
And I'm assuming you've checked the Rules for CM under Advanced Options
in the (Application
Hi Mary,
For a minute there, I thought you and I may be the only ones working today
;)
As Lisa mentioned, this is controlled by records in the Assignment
Configuration form.
An OTB install usually installs several Default definitions which are
enabled. You may need to create new ones, and/or
Mary,
Just to make sure you've covered all the bases, also check the Approval
Server settings from the AP Administration console to make sure that the
notifications you want are enabled.
I have seen cases before, where these settings all got set to Disabled
somehow, after migration to a
Neely - FOJ
Sent: Thursday, May 03, 2007 5:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Receiving duplicate email notifications from Remedy
Check for errors in the stderr.log file usually located on the server at:
(C:\Program Files\AR System\AREmail\Logs), or wherever your email engine
flag is being set or not, because my timestamps are different.
Thanks
Kyle
Leonard Neely - FOJ wrote:
What OS and DB? Are you running multiple servers in a Server Group
environment? If so, make sure that the Email engine is only running
on one
of the servers in the group.
Leonard
it goes through our exchange server
and gets to our inbox it becomes two sometimes three. Is there some way for
us to see what the email engine is actually sending out; is there a log file
that we can look at or a debug process?
Thanks
On 5/3/07, Leonard Neely - FOJ [EMAIL PROTECTED
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