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ZSD 8.2.1 incident ticket changes are not saved

AbolinsJanis

Hello,

Yesterday did upgrade our ServiceDesk from 7.4 to 8.2.1. (first stem was migrate to 8.0, then to 8.2.1)

It look like all incidents and attachments are there, LDAP connection is up, ZENworks connection is up.

But when on new created incident from customer i want to change general information and save it, it wont save entered data....

I cannot change incident team aswell as it is grayed out...

When i look at user roles it looks like everything is configured.

Could it be that i did not copy from 7.4 version languange localisation file (Latvian languange).???

Got errors in logs:

06-May-2021 10:53:13.970 SEVERE [https-jsse-nio-443-exec-9] org.apache.catalina.core.StandardWrapperValve.invoke Servlet.service() for servlet [Jersey Web Application] in context with path [/LiveTime] threw exception [java.lang.NullPointerException] with root cause
    java.lang.NullPointerException
        at com.livetime.data.bl.ValidationUtils.charsAreValid(ValidationUtils.java:288)
        at com.livetime.data.bl.ValidationUtils.doubleCheck(ValidationUtils.java:202)
        at com.microfocus.zsd.rs.utils.RequestUtility.getCustomFieldParsedValue(RequestUtility.java:1065)
        at com.microfocus.zsd.rs.utils.RequestUtility.valueOfCustomfields(RequestUtility.java:983)
        at com.microfocus.zsd.rs.utils.RequestUtility.customfFieldForRequest(RequestUtility.java:959)
        at com.microfocus.zsd.rs.user.service.request.RequestDetailService.getRequestGeneralDetails(RequestDetailService.java:625)
        at com.microfocus.zsd.rs.user.endpoint.request.RequestController.requestGeneralDetails(RequestController.java:739)
        at sun.reflect.GeneratedMethodAccessor2416.invoke(Unknown Source)
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
        at java.lang.reflect.Method.invoke(Method.java:498)
        at org.glassfish.jersey.server.model.internal.ResourceMethodInvocationHandlerFactory.lambda$static$0(ResourceMethodInvocationHandlerFactory.java:76)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher$1.run(AbstractJavaResourceMethodDispatcher.java:148)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.invoke(AbstractJavaResourceMethodDispatcher.java:191)
        at org.glassfish.jersey.server.model.internal.JavaResourceMethodDispatcherProvider$TypeOutInvoker.doDispatch(JavaResourceMethodDispatcherProvider.java:243)
        at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.dispatch(AbstractJavaResourceMethodDispatcher.java:103)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.invoke(ResourceMethodInvoker.java:493)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:415)
        at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:104)
        at org.glassfish.jersey.server.ServerRuntime$1.run(ServerRuntime.java:277)
        at org.glassfish.jersey.internal.Errors$1.call(Errors.java:272)
        at org.glassfish.jersey.internal.Errors$1.call(Errors.java:268)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:316)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:298)
        at org.glassfish.jersey.internal.Errors.process(Errors.java:268)
        at org.glassfish.jersey.process.internal.RequestScope.runInScope(RequestScope.java:289)
        at org.glassfish.jersey.server.ServerRuntime.process(ServerRuntime.java:256)
        at org.glassfish.jersey.server.ApplicationHandler.handle(ApplicationHandler.java:703)
        at org.glassfish.jersey.servlet.WebComponent.serviceImpl(WebComponent.java:416)
        at org.glassfish.jersey.servlet.WebComponent.service(WebComponent.java:370)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:389)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:342)
        at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:229)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:231)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:320)
        at org.springframework.security.web.access.intercept.FilterSecurityInterceptor.invoke(FilterSecurityInterceptor.java:127)
        at org.springframework.security.web.access.intercept.FilterSecurityInterceptor.doFilter(FilterSecurityInterceptor.java:91)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.access.ExceptionTranslationFilter.doFilter(ExceptionTranslationFilter.java:119)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.session.SessionManagementFilter.doFilter(SessionManagementFilter.java:137)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.authentication.AnonymousAuthenticationFilter.doFilter(AnonymousAuthenticationFilter.java:111)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.servletapi.SecurityContextHolderAwareRequestFilter.doFilter(SecurityContextHolderAwareRequestFilter.java:170)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.savedrequest.RequestCacheAwareFilter.doFilter(RequestCacheAwareFilter.java:63)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at com.microfocus.zsd.rs.security.ZSDAuthenticationFilter.successfulAuthentication(ZSDAuthenticationFilter.java:94)
        at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:240)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.authentication.logout.LogoutFilter.doFilter(LogoutFilter.java:116)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.header.HeaderWriterFilter.doFilterInternal(HeaderWriterFilter.java:66)
        at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:107)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.context.SecurityContextPersistenceFilter.doFilter(SecurityContextPersistenceFilter.java:105)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.context.request.async.WebAsyncManagerIntegrationFilter.doFilterInternal(WebAsyncManagerIntegrationFilter.java:56)
        at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:107)
        at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
        at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:215)
        at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:178)
        at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:357)
        at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:270)
        at com.microfocus.zsd.rs.security.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:18)
        at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
        at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
        at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:199)
        at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:97)
        at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:669)
        at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:143)
        at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:81)
        at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:698)
        at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:78)
        at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:353)
        at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:616)
        at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:65)
        at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:831)
        at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1629)
        at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49)
        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
        at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
        at java.lang.Thread.run(Thread.java:748)

10.1.27.54 - - [06/May/2021:10:54:52 +0300] "GET /LiveTime/services/v1/user/requests/118901/general?locale=en-US HTTP/1.1" 500 -
10.1.27.54 - - [06/May/2021:10:54:52 +0300] "GET /LiveTime/services/v1/user/requests/118901/impact/serviceAffected?offset=0&limit=5&sortBy=undefined&sortOrder=DESC&locale=en-US HTTP/1.1" 200 176
10.1.27.54 - - [06/May/2021:10:54:52 +0300] "GET /LiveTime/services/v1/user/requests/118901/general?locale=en-US HTTP/1.1" 500 -
10.1.27.54 - - [06/May/2021:10:54:52 +0300] "GET /LiveTime/css/login-7.0.css HTTP/1.1" 200 2745

[2021-05-06 10:53:13,131]ERROR646104[https-jsse-nio-443-exec-4] null(FileUploadService.java:383) - Error while uplading file
java.lang.NullPointerException
    at com.microfocus.zsd.rs.user.entity.file.FileUploadService.uploadFilesToNotes(FileUploadService.java:321)
    at com.microfocus.zsd.rs.user.entity.file.FileUploadService.lambda$uploadFilesWithInfoForNotes$3(FileUploadService.java:230)
    at java.util.stream.ForEachOps$ForEachOp$OfRef.accept(ForEachOps.java:183)
    at java.util.stream.ReferencePipeline$2$1.accept(ReferencePipeline.java:175)
    at java.util.HashMap$EntrySpliterator.forEachRemaining(HashMap.java:1699)
    at java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:482)
    at java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:472)
    at java.util.stream.ForEachOps$ForEachOp.evaluateSequential(ForEachOps.java:150)
    at java.util.stream.ForEachOps$ForEachOp$OfRef.evaluateSequential(ForEachOps.java:173)
    at java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)
    at java.util.stream.ReferencePipeline.forEach(ReferencePipeline.java:485)
    at com.microfocus.zsd.rs.user.entity.file.FileUploadService.uploadFilesWithInfoForNotes(FileUploadService.java:220)
    at com.microfocus.zsd.rs.user.entity.file.FileUploadService.uploadFilesToNote(FileUploadService.java:445)
    at com.microfocus.zsd.rs.utils.RequestUtility.addattachments(RequestUtility.java:1525)
    at com.microfocus.zsd.rs.utils.RequestUtility.addNoteToIncident(RequestUtility.java:1400)
    at com.microfocus.zsd.rs.utils.RequestUtility.insertIncidentNote(RequestUtility.java:1254)
    at com.microfocus.zsd.rs.utils.RequestUtility.proposeSolution(RequestUtility.java:1946)
    at com.microfocus.zsd.rs.user.service.request.RequestService.addNote(RequestService.java:2724)
    at com.microfocus.zsd.rs.user.endpoint.request.RequestController.addNote(RequestController.java:371)
    at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
    at java.lang.reflect.Method.invoke(Method.java:498)
    at org.glassfish.jersey.server.model.internal.ResourceMethodInvocationHandlerFactory.lambda$static$0(ResourceMethodInvocationHandlerFactory.java:76)
    at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher$1.run(AbstractJavaResourceMethodDispatcher.java:148)
    at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.invoke(AbstractJavaResourceMethodDispatcher.java:191)
    at org.glassfish.jersey.server.model.internal.JavaResourceMethodDispatcherProvider$ResponseOutInvoker.doDispatch(JavaResourceMethodDispatcherProvider.java:200)
    at org.glassfish.jersey.server.model.internal.AbstractJavaResourceMethodDispatcher.dispatch(AbstractJavaResourceMethodDispatcher.java:103)
    at org.glassfish.jersey.server.model.ResourceMethodInvoker.invoke(ResourceMethodInvoker.java:493)
    at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:415)
    at org.glassfish.jersey.server.model.ResourceMethodInvoker.apply(ResourceMethodInvoker.java:104)
    at org.glassfish.jersey.server.ServerRuntime$1.run(ServerRuntime.java:277)
    at org.glassfish.jersey.internal.Errors$1.call(Errors.java:272)
    at org.glassfish.jersey.internal.Errors$1.call(Errors.java:268)
    at org.glassfish.jersey.internal.Errors.process(Errors.java:316)
    at org.glassfish.jersey.internal.Errors.process(Errors.java:298)
    at org.glassfish.jersey.internal.Errors.process(Errors.java:268)
    at org.glassfish.jersey.process.internal.RequestScope.runInScope(RequestScope.java:289)
    at org.glassfish.jersey.server.ServerRuntime.process(ServerRuntime.java:256)
    at org.glassfish.jersey.server.ApplicationHandler.handle(ApplicationHandler.java:703)
    at org.glassfish.jersey.servlet.WebComponent.serviceImpl(WebComponent.java:416)
    at org.glassfish.jersey.servlet.WebComponent.service(WebComponent.java:370)
    at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:389)
    at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:342)
    at org.glassfish.jersey.servlet.ServletContainer.service(ServletContainer.java:229)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:231)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
    at org.apache.tomcat.websocket.server.WsFilter.doFilter(WsFilter.java:52)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:320)
    at org.springframework.security.web.access.intercept.FilterSecurityInterceptor.invoke(FilterSecurityInterceptor.java:127)
    at org.springframework.security.web.access.intercept.FilterSecurityInterceptor.doFilter(FilterSecurityInterceptor.java:91)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.access.ExceptionTranslationFilter.doFilter(ExceptionTranslationFilter.java:119)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.session.SessionManagementFilter.doFilter(SessionManagementFilter.java:137)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.authentication.AnonymousAuthenticationFilter.doFilter(AnonymousAuthenticationFilter.java:111)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.servletapi.SecurityContextHolderAwareRequestFilter.doFilter(SecurityContextHolderAwareRequestFilter.java:170)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.savedrequest.RequestCacheAwareFilter.doFilter(RequestCacheAwareFilter.java:63)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at com.microfocus.zsd.rs.security.ZSDAuthenticationFilter.successfulAuthentication(ZSDAuthenticationFilter.java:94)
    at org.springframework.security.web.authentication.AbstractAuthenticationProcessingFilter.doFilter(AbstractAuthenticationProcessingFilter.java:240)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.authentication.logout.LogoutFilter.doFilter(LogoutFilter.java:116)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.header.HeaderWriterFilter.doFilterInternal(HeaderWriterFilter.java:66)
    at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:107)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.context.SecurityContextPersistenceFilter.doFilter(SecurityContextPersistenceFilter.java:105)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.context.request.async.WebAsyncManagerIntegrationFilter.doFilterInternal(WebAsyncManagerIntegrationFilter.java:56)
    at org.springframework.web.filter.OncePerRequestFilter.doFilter(OncePerRequestFilter.java:107)
    at org.springframework.security.web.FilterChainProxy$VirtualFilterChain.doFilter(FilterChainProxy.java:334)
    at org.springframework.security.web.FilterChainProxy.doFilterInternal(FilterChainProxy.java:215)
    at org.springframework.security.web.FilterChainProxy.doFilter(FilterChainProxy.java:178)
    at org.springframework.web.filter.DelegatingFilterProxy.invokeDelegate(DelegatingFilterProxy.java:357)
    at org.springframework.web.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:270)
    at com.microfocus.zsd.rs.security.filter.DelegatingFilterProxy.doFilter(DelegatingFilterProxy.java:18)
    at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:193)
    at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:166)
    at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:199)
    at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:97)
    at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:669)
    at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:143)
    at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:81)
    at org.apache.catalina.valves.AbstractAccessLogValve.invoke(AbstractAccessLogValve.java:698)
    at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:78)
    at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:353)
    at org.apache.coyote.http11.Http11Processor.service(Http11Processor.java:616)
    at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:65)
    at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:831)
    at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1629)
    at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49)
    at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
    at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
    at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
    at java.lang.Thread.run(Thread.java:748)

  • 0

    When i enable old user incident view, there everything works fine.

    New one, does not allow to save changes at all...

  • Suggested Answer

    0

    It looks like this was reported in version 8.2.1 as a defect and fixed, the FTF available for v8.2.1.
    If you experience this issue please call support to get the FTF for v8.2.1, give them the defect # 206030.
    This fix is entered into the future release v8.3

    Let me know if you need further assistance.

    Paul Pedron

  • 0 in reply to 

    How did you enable old user incident view? Am struggling with the new view, so would love to know how you achieved this.

    Cheers,


    Tom

  • 0 in reply to 

    To Enable the old Customer Portal... go to 
    https://www.novell.com/documentation/zenworks-service-desk-82/readme_sd82/data/readme_sd82.html#t4drefmhkh30

    It is in the system.properties file... enter a line at the bottom of the file and you can then turn off / on at will.
    You have to restart the services to make it go into effect.
    systemctl restart servicedesk

    Hope this helps
    Paul

    Paul Pedron

  • 0 in reply to 

    Perfect thanks, my team and I now have an easy way of changing item types in a request!

  • 0

    Good work on your upgrade.
    I will need to investigate the errors in the log.

    As you know we've gone to new coding since v7.4, introducing the new Customer and User (Technician) portal views.
    As far as the language localization - it should carry those forward.

    We've moved some function to icons and I don't know if you noticed the Save icon to the right of the General box which needs to be selected to save.
    Going into the ticket you should also have your multiple Team drop down.


    Should this  not be your issue we'll need to investigate further.

    Please advise,

    Paul

    Paul Pedron

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