[rt-users] Problem with categories in custom fields

2007-07-20 Thread Chet Burgess
Greetings,
I had a user report a problem with categories in custom fields recently
that I have been unable to solve. I have looked through the wiki, the
bugs listed in rt, and the mailing lists and I have been unable to find
a solution to my problem.

We have several custom fields that have been created as a type of
"Select one value", with a validation of "Mandatory". The problem is
that when a user creates a ticket, or updates an existing ticket, the
category that is associated with the name is not saved. As an example if
you created a custom filed with 2 values, each with a different name and
category, only the name is saved with the ticket. The category field
will be left as "-".

This is causing a problem as some times we have the same name in
different categories (we have the same components within different
products and we use the custom fields to indicate which component and
product the ticket is for).

I have been able to reproduce on both RT 3.6.1 which we run in
production and on RT 3.6.4 which we run in test. I have noticed that
when creating a new ticket in RT 3.6.4 with a custom field of this type
the following error is being logged.

Jul 18 15:25:32 hostname RT: Use of uninitialized value in string eq at
/usr/local/rt/lib/RT/Record.pm line 1686.
(/usr/local/rt/lib/RT/Record.pm:1686)

When updating an existing ticket the name value gets updated, but the
category does not get set and remains as just "-". The following message
appears in the "Results" section at the top of the page after clicking
"Save Changes" in both RT 3.6.1 and RT 3.6.4.

User asked for an unknown update type for custom field
ChetTestSelectSingleValue for RT::Ticket object #6

As mentioned I have seen this problem in both RT 3.6.1 and RT 3.6.4. We
are running on RHEL 3 Update 8 with apache 1.3.31, Perl 5.8.4, mod_perl
1.29, and mysql 4.0.18.

Has anyone seen this before and/or know if there is something else I
need to do to enable this functionality?

-- 
Chet Burgess
Senior Unix Systems Administrator
Web Systems, Ticketmaster
[EMAIL PROTECTED]
310-360-3251



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AW: Re: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?

2007-07-20 Thread Ham MI-ID, Torsten Brumm
Hi sean,
I'm not sure where I got the rtload.pm from, but if you like I can sent the one 
to you on monday?!?

Torsten

-Original Message-
From: Sean <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm; rt-users@lists.bestpractical.com 

Sent: Fri Jul 20 22:31:14 2007
Subject: Re: AW: [rt-users] Is it possible to bulk-import into 
RTx::AssetTracker ?

Hi,

I was trying to run the "CreateAssetTypes.pl" script, and it says it can't 
locate RTLoad.pm in @INC.
I did a search through my entire filesystem, grepped in all of /opt/rt3/* and I 
can't find a "RTLoad.pm" 
(I noticed in CreateAssetTypes.pl it has a line up top saying "use RTLoad"

Am I missing a file? I searched everywhere I could find and found no reference 
to this library.

Thanks.

- Original Message 
From: "Ham MI-ID, Torsten Brumm" <[EMAIL PROTECTED]>
To: Sean <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com
Sent: Tuesday, July 10, 2007 1:44:14 AM
Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?


Hi Jeff,

these files are from the AT Wiki.

Have fun.

Torsten

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Sean
Gesendet: Dienstag, 10. Juli 2007 02:44
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?

Hi,

I was able once to find someone asking about bulk importing into AssetTracker, 
but have been unable to re-find the answer. Does anyone know if this is 
possible? We just did a huge inventory, and I would love to get my team using 
AssetTracker, and the ability to rapidly get all of the data we put into 
spreadsheets into RT/AssetTracker would be huge.

Thanks,
Jeff


  

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Re: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?

2007-07-20 Thread Sean
Hi,

I was trying to run the "CreateAssetTypes.pl" script, and it says it can't 
locate RTLoad.pm in @INC.
I did a search through my entire filesystem, grepped in all of /opt/rt3/* and I 
can't find a "RTLoad.pm" 
(I noticed in CreateAssetTypes.pl it has a line up top saying "use RTLoad"

Am I missing a file? I searched everywhere I could find and found no reference 
to this library.

Thanks.

- Original Message 
From: "Ham MI-ID, Torsten Brumm" <[EMAIL PROTECTED]>
To: Sean <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com
Sent: Tuesday, July 10, 2007 1:44:14 AM
Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?


Hi Jeff,

these files are from the AT Wiki.

Have fun.

Torsten

-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Sean
Gesendet: Dienstag, 10. Juli 2007 02:44
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ?

Hi,

I was able once to find someone asking about bulk importing into AssetTracker, 
but have been unable to re-find the answer. Does anyone know if this is 
possible? We just did a huge inventory, and I would love to get my team using 
AssetTracker, and the ability to rapidly get all of the data we put into 
spreadsheets into RT/AssetTracker would be huge.

Thanks,
Jeff


  

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RE: [rt-users] Scrip - automatically add group as cc

2007-07-20 Thread Scott Golby
 

> Does the book (RT Essentials) give's good insight on how to build
scrips?

 

The book is definitely worth getting in general I feel as it has told me
info that I haven't picked up elsewhere.  The scripts chapter isn't that
detailed but gives you a good overview.

 

The Wiki has quite a few examples and will show you the ways to alter
the cc: list, something like this would give you some of the building
blocks you need.

http://wiki.bestpractical.com/view/SetCorresponderAsCC

 

I also like this page of little bits of code

http://wiki.bestpractical.com/view/CodeSnippets

 

Searching the Mailing List archive also can turn up good info.

http://www.gossamer-threads.com/lists/rt/users/

 

- Scott

 

 

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[rt-users] Scrip - automatically add group as cc

2007-07-20 Thread Donald Diotte
Hello everyone,

 

Just installed RT to help us tracking our customer support issues.  

 

Everything went smooth, the installation instructions were detailed
enough to get it up on the 1st shot.

 

Now I am in the configuration phase and I would like to get help on
scrips.

 

I am not a perl programmer, but I am sure I can get by if I can get my
hands on examples and scrips.

 

I am looking at building a scrip that will automatically add the entire
requestor group as cc.

 

Does the book (RT Essentials) give's good insight on how to build
scrips?

 

Thank you all.

 

Donald

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[rt-users] Scrip - automatically add group as cc

2007-07-20 Thread Donald Diotte
Hello everyone,

 

Just installed RT to help us tracking our customer support issues.  

 

Everything went smooth, the installation instructions were detailed
enough to get it up on the 1st shot.

 

Now I am in the configuration phase and I would like to get help on
scrips.

 

I am not a perl programmer, but I am sure I can get by if I can get my
hands on examples and scrips.

 

I am looking at building a scrip that will automatically add the entire
requestor group as cc.

 

Does the book (RT Essentials) give's good insight on how to build
scrips?

 

Thank you all.

 

Donald

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Re: [rt-users] can't update custom fields and ticket comments at the same time.

2007-07-20 Thread Khai Lam

Hi Kenn,

I wasn't able to find what I needed from RT Essentials book, but I  
did ultimately find the solution.  So I thought I'd reply for the  
mailing list's sake.


The answer lies in here:
http://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate

Apparently there was a change in how Display.html worked from 3.6.0  
onwards and a "slight error" in the ProcessObjectCustomFieldUpdates  
function.  As I was upgrading from 3.2 to 3.6, I needed to update the  
following CallBack and html code:

rt//local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay
rt/share/html/Ticket/Display.html

... see above link for the details of the necessary changes.

Applying the patches and restarting apache fixed my problem with  
being unable to make my customfield changes "stick".


Thanks!
-Khai


On Jun 22, 2007, at 11:17 AM, Khai Lam wrote:


Hi Kenn,

Sorry, but I should have clarified what I meant by "upgrade  
scripts".  I meant running the /opt/rt3/sbin/rt-setup-database  
script against the directories in etc/upgrade (per the upgrade  
instructions that came along with rt3.6.3 source package).


So there weren't any changes to any of RT's stock scrips.

But you might have provided a needed clue.  Where can I find these  
TransactionBatch settings/options/function-calls?


Thanks!
-Khai


On Jun 22, 2007, at 9:31 AM, Kenneth Crocker wrote:


Khai,


	It sounds like the difference between "TransactionBatch" and  
"TransactionCreate". When you upgraded the stock scrips, was there  
any parameter or setting that enabled "TransactionBatch"? We do  
not use that   at our location for our custom scrips, but perhaps  
RT stock scrips need it and it wasn't set. Just a thought.


Kenn
LBNL

Khai Lam wrote:

Hi,
I've recently upgraded from RT3.2.3 to 3.6.3.  I ran all the  
upgrade scripts too, and all seemed fine.  I've granted my group  
full rights to assign/modify/see custom fields.  And I can see  
the fields and modify them using the "Comments Field" sub-window  
link just fine.   But if I use either the REPLY or COMMENTS link,  
and make any changes to any of the other fields (in addition to  
the custom fields), the other fields would update, but not the  
custom field.  If I just limit my changes to just the custom  
fields, then the changes will stick.
Is there something I'm missing?  I would like to set values into  
the custom fields at the same time as updates to the other fields  
- it just makes sense to.  No other problems in the archives  
seemed to match this one.

Thanks!
-Khai
 


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Re: [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already defined?

2007-07-20 Thread James Moseley
That help document tells you to place RT-related Apache configs in:

/etc/httpd/conf.d/FastCGI.conf

Then later it tells you to edit the /etc/httpd/conf/httpd.conf file to
place more RT-related content there.  But technically, those lines are
commented out...

Anyway, the problem as I see it is that there are two operations that are
defined twice via the two config files:

FastCgiIpcDir /tmp
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes
4

Make sure the above two lines are included in only one of the configs and
then restart.


James Moseley




   
 Pooh-Bah  
 <[EMAIL PROTECTED] 
 hoo.com>   To 
 Sent by:  rt-users@lists.bestpractical.com
 rt-users-bounces@  cc 
 lists.bestpractic 
 al.comSubject 
   [rt-users] RT 3.6.4 on CentOS 4.5:  
   FastCgiIpcDir /tmp: already 
 07/20/2007 10:25  defined?
 AM
   
   
   
   
   




I am installing RT 3.6.4 on a CentOS release 4.5,
Kernel 2.6.9-55.0.2.EL virtual machine.

I am using the instructions from the "Red Hat
Enterprise Linux 4 Update2 + RT 3.6.3 + FastCGI 2.4.2
Install Guide" at
http://wiki.bestpractical.com/view/RHEL4InstallGuide .

When I do a /etc/init.d/httpd start I get the error:

-cut-

Starting httpd: Syntax error on line 1039 of
/etc/httpd/conf/httpd.conf:
FastCgiIpcDir /tmp: already defined as "/tmp"
-cut-

I have tried to google and search the RT_users
archives but do not seem to find a fix.

Can anyone please help me solve this?






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[rt-users] Grant ModifyTicket but not allow to send Reply

2007-07-20 Thread David Svejda
Hi,

as far as I understand, acl rule ModifyTicket somehow includes the
ReplyToTicket permission.

Is there any possibility to grant users or groups to ModifyTicket (so
they can move tickets from Queue to Queue or change the Status etc.) but
still to prevent them from posting a Reply (ReplyToTicket)? I want to
grant ReplyToTicket only to selected users/groups.

I was trying but haven't found any suitable ACL rules combination. Is it
in principle possible or it will require some core programming?

I'm using RT 3.6.4 with RTFM 2.2.0RC5

Thank you for any advice or pointing me to the right direction.


David
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[rt-users] crontool issues

2007-07-20 Thread Jeff Stark
Can someone please point me in some direction on how to solve this error
when using crontool in crontab
 
If I run the same on commandline it works fineit appears that I am
losing some env vars when in crontabI have added these tot he top of
the file to ensure the proper vars
 
set ORACLE_BASE = "/u01/app/oracle"
set ORACLE_HOME = "$ORACLE_BASE/product/10.2.0/client_1"
set LD_LIBRARY_PATH = "$ORACLE_HOME/lib"
set TWO_TASK = "rt"
set ORACLE_SID = "rt"
set PATH="$PATH:/opt/rt3/local/lib/RT/Action"


Can't load
'/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac
le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open
shared obje
ct file: No such file or directory at
/usr/lib/perl5/5.8.5/i386-linux-thread-mul
ti/DynaLoader.pm line 230.
 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm
line 6
Compilation failed in require at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild
er/Handle/Oracle.pm line 6.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB
uilder/Handle/Oracle.pm line 6.
Compilation failed in require at (eval 207) line 1.
BEGIN failed--compilation aborted at (eval 207) line 1.
Compilation failed in require at /opt/rt3/lib/RT.pm line 201.

 
 
-Stark

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Re: [rt-users] Speed difference between superuser and others

2007-07-20 Thread Jesse Vincent


On Jul 20, 2007, at 4:00 AM, Emmanuel Lacour wrote:



Hi,

I have a big performance problem here:

When I connect to my RT system with a superuser account, it's fine.

When I connect with a normal privileged user, without groups or any
rights, It's really slow (more than 3 minutes for Rt at a glance).



What RT and what SearchBuilder? The loop you show suggest that it's  
an ancient version of DBIx::SearchBuilder with a big caching problem.


Best,
Jesse


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[rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already defined?

2007-07-20 Thread Pooh-Bah
I am installing RT 3.6.4 on a CentOS release 4.5,
Kernel 2.6.9-55.0.2.EL virtual machine.

I am using the instructions from the "Red Hat
Enterprise Linux 4 Update2 + RT 3.6.3 + FastCGI 2.4.2
Install Guide" at
http://wiki.bestpractical.com/view/RHEL4InstallGuide .

When I do a /etc/init.d/httpd start I get the error:

-cut-

Starting httpd: Syntax error on line 1039 of
/etc/httpd/conf/httpd.conf:
FastCgiIpcDir /tmp: already defined as "/tmp"
-cut-

I have tried to google and search the RT_users
archives but do not seem to find a fix.

Can anyone please help me solve this?



   

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[rt-users] Also Reminders question

2007-07-20 Thread Alain Sips

Hello,

I'm sorry to ask this (probably stupid) question here, but I can't seem 
to find the correct variables to make this work.


By default the "my reminders" show all reminders set for nobody or for 
yourself.
We would like to see the reminders for yourself or for everybody who has 
modify rights in the queue in which the reminder is set.


I see that in MyReminders you've got:

my $reminders = RT::Tickets->new($session{'CurrentUser'});
$reminders->FromSQL('(Owner = "Nobody" OR Owner = 
"'.$session{'CurrentUser'}->Name.'")' .
   ' AND Type = "reminder" AND (Status = "new" OR Status = "open") AND 
Due > "1970-01-01"');

$reminders->OrderBy(FIELD => 'Due', ORDER => 'DESC');


Here it should be possible to set a condition that the if the owner of 
the message is nobody, the current user should have modify rights for 
the queue to which the ticket belongs.

But how can I query for the rights of the user?

Thanks,

Alain
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Re: [rt-users] Reminders?

2007-07-20 Thread Gary Oberbrunner
Jeff Voskamp wrote:
> How does the following attachement work for you?

Works very well!  Thanks!

-- Gary
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Re: [rt-users] Reminders?

2007-07-20 Thread Jeff Voskamp

Gary Oberbrunner wrote:

Hi folks, I'm wondering how Reminders are intended to be used.  I set a
couple, one soon and one far in the future.  I didn't get any email or
notifications for the soon one when it expired; am I supposed to?

And for the future ones, I'd expect RT to only show my "upcoming" reminders,
not the long future ones.  Is that possible?

Also they don't "expire" when they are in the past; is that intentional?  I
guess I just don't know the "best practical" way to use them :-) so any advice
is appreciated.

thanks,

  

How does the following attachement work for you?
Tuck it in /local/.../html/Elements/, copy the line for 
HomePageComponents from RT_Config.pm to RT_Site_Config.pm and add 
TwoWeekReminders to the definition.

Restart Apache and Customize "RT at a Glance".

Jeff Voskamp
<&|/Widgets/TitleBox,
title => loc("Reminders due in 2 weeks") &>

% my $i =0;
% while (my $reminder = $reminders->Next) {
% $i++;
% if ($reminder->RefersTo->First) {
% my $ticket= $reminder->RefersTo->First->TargetObj;
<%$reminder->Subject%>

#<%$ticket->id%>: <%$ticket->Subject%>
<%$reminder->OwnerObj->Name %>  <%$reminder->DueObj->Unix >0 ? '• 
'.$reminder->DueObj->AgeAsString : '' |n %>



% }}



<%init>
my $reminders = RT::Tickets->new($session{'CurrentUser'});
$reminders->FromSQL('(Owner = "Nobody" OR Owner = 
"'.$session{'CurrentUser'}->Name.'")' .
' AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > 
"1970-01-01" and Due < "2 weeks"'); 
$reminders->OrderBy(FIELD => 'Due', ORDER => 'ASC');

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[rt-users] Speed difference between superuser and others

2007-07-20 Thread Emmanuel Lacour

Hi,

I have a big performance problem here:

When I connect to my RT system with a superuser account, it's fine.

When I connect with a normal privileged user, without groups or any
rights, It's really slow (more than 3 minutes for Rt at a glance).

The curious thing is that 90% of the time is without database access and
without CPU load, just the fastcgi process waiting.

When I strace it, the main difference is that the non super user produce
a lot of lines like this:

time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
time(NULL)  = 1184917363
write(4, "\2\303\0\0\6\0\0\0\0\0\21i\207\1\1\1\1\6\3^\210\3\2\200"..., 707) = 
707
read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\311\321F>\300\0\0\0\366\273"..., 2064) = 
151
gettimeofday({1184917363, 602652}, NULL) = 0
write(4, "\0T\0\0\6\0\0\0\0\0\3^\211\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84
read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\355,\0\1\6\0\0\0\0\4\1"..., 2064) = 83
gettimeofday({1184917363, 610756}, NULL) = 0
gettimeofday({1184917363, 611800}, NULL) = 0
write(4, "\3\21\0\0\6\0\0\0\0\0\21i\212\1\1\1\1\6\3^\213\3\2\200"..., 785) = 785
read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\2261]\v\300\0\0\0\366\234"..., 2064) = 151
gettimeofday({1184917363, 619729}, NULL) = 0
write(4, "\0T\0\0\6\0\0\0\0\0\3^\214\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84
read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\3558\0\1\6\0\0\0\0\4\1"..., 2064) = 83
gettimeofday({1184917365, 57412}, NULL) = 0
gettimeofday({1184917365, 58479}, NULL) = 0
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
time(NULL)  = 1184917365
write(4, "\2\303\0\0\6\0\0\0\0\0\21i\215\1\1\1\1\6\3^\216\3\2\200"..., 707) = 
707
read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\311\321F>\300\0\0\0\366\273"..., 2064) = 
151
gettimeofday({1184917365, 81413}, NULL) = 0
write(4, "\0T\0\0\6\0\0\0\0\0\3^\217\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84
read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\3558\0\1\6\0\0\0\0\4\1"..., 2064) = 83
gettimeofday({1184917365, 89500}, NULL) = 0
gettimeofday({1184917365, 90543}, NULL) = 0
write(4, "\3\21\0\0\6\0\0\0\0\0\21i\220\1\1\1\1\6\3^\221\3\2\200"..., 785) = 785

...


Also, but this is not a difference between the two tests, I see a lot of lines 
like this:

connect(13, {sa_family=AF_FILE, path="/dev/log"}, 110) = -1 EPROTOTYPE 
(Protocol wrong type for socket)
close(13)   = 0
socket(PF_FILE, SOCK_DGRAM, 0)  = 13
ioctl(13, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbff19b98) = -1 EINVAL (Invalid 
argument)
_llseek(13, 0, 0xbff19bd0, SEEK_CUR)= -1 ESPIPE (Illegal seek)
ioctl(13, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbff19b98) = -1 EINVAL (Invalid 
argument)
_llseek(13, 0, 0xbff19bd0, SEEK_CUR)= -1 ESPIPE (Illegal seek)
fcntl64(13, F_SETFD, FD_CLOEXEC)= 0

and:

$ ls -l /dev/log
srw-rw-rw-  1 root root 0 Oct  3  2006 /dev/log

seems ok.

It's running under RedHat ES4 on a vmware server, and connected to an external 
Oracle database.


Thanks for any help :)

-- 
Emmanuel Lacour  Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76
mailto:[EMAIL PROTECTED]   -http://www.easter-eggs.com
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