July 2010 - otrs - OTRS mailing lists

Complete Error Log (Please Help)
by Ekram 13 Jul '10

13 Jul '10

hi, I mail several times reagrading upgrade issue. I am facing a problem while upgrading from 2.04 version to 2.47. I followed every steps its upgraded nicely but there is a very big problem encountered. The image will tell the story. I got the following syslog while selecting any ticket. *J**Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::TicketAccountedTimeGet][Line:6414]: ERROR: relation "time_accounting" does not exist, SQL:* 'SELECT time_unit FROM time_accounting WHERE ticket_id = ?' Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::User::GetUserData][Line:144]: Need User or UserID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::LockIsTicketLocked][Line:4864]: Need TicketID! Jun 30 19:04:14 newotrs-oslo OTRS-CGI-1[1429]: [Error][Kernel::System::Ticket::Permission][Line:3001]: Need TicketID! Could you help me.Please let me know. -Ekram

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Working time function
by Alejandra Piedra 12 Jul '10

12 Jul '10

Hello! I'm trying to use the $TimeObject->WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything Thanks and regards! María Alejandra Piedra

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Automated stat generation - Cron
by Trasschaert Karl 12 Jul '10

12 Jul '10

Hi, i'm trying to use the Automated stat generation. For that i've test the command : perl mkStats.pl -n 10013 -r myemail(a)myadress.com -s OTRS(a)myadress.com -m Stat List of tickets closed, Resolution time The stat 10013, if i use it from the web interface generate a chart.But when i receive it in my e-mail, i receive a CSV file. Is it possbile to get a chart from the command line ? Thx _________________________________________________________________ Internet Explorer 8: le navigateur le plus utilisé au monde. http://www.microsoft.com/belux/fr/windows/internet-explorer/

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Re: [otrs] otrs Digest, Vol 22, Issue 30
by Aqueel Ahmed 12 Jul '10

12 Jul '10

Kindly please provide me LDAP integration steps. I have tried from the document it does not work kindly please provide clear step by step document. Regards, Aqueel Ahmed Network Engineer Amana Contracting & Steel Buildings - Corporate Office T: +971 4 885 4447 Extn: 7105 F: +971 4 885 9010 M: +971 50 389 8261 E: aqueel.ahmed(a)amanabuildings.com W: http://mis-moss:14769/personal/aqueel_ahmed/  Please think before you print. Do you really need to print this email? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, July 12, 2010 4:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 22, Issue 30 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. FW: Agent Email-Ticket doesn't work (jverhoeff(a)beckhoff.nl) 2. I am out sick and will be returning only on Tuesday 07/13 (Sri.Ramadurai(a)hitachigst.com) 3. Re: Remove system Email from CC field when answering a ticket (TanaT) ---------------------------------------------------------------------- Message: 1 Date: Mon, 12 Jul 2010 09:46:25 +0200 From: jverhoeff(a)beckhoff.nl Subject: [otrs] FW: Agent Email-Ticket doesn't work To: otrs(a)otrs.org Message-ID: <D0B17A9F5DD6DD119BE3000102A4A793126AE0@NTSERVER> Content-Type: text/plain; charset="us-ascii" Hello, Does anybody have an idea about this problem? _____________________________________________ From: Jurjen Verhoeff Sent: woensdag 7 juli 2010 14:25 To: 'otrs(a)otrs.org' Subject: Agent Email-Ticket doesn't work Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version 2.4.7 of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100712/c574ef1e/attachme…> ------------------------------ Message: 2 Date: Mon, 12 Jul 2010 04:02:44 -0700 From: Sri.Ramadurai(a)hitachigst.com Subject: [otrs] I am out sick and will be returning only on Tuesday 07/13 To: otrs(a)otrs.org Message-ID: <OF9FF9BFA3.F56E1DF7-ON8825775E.003CAD28-8825775E.003CAD28(a)hgst.com> Content-Type: text/plain; charset=US-ASCII I will be out of the office starting 07/12/2010 and will not return until 07/13/2010. I will be on medical leave returning to work on Tuesday 07/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues. ------------------------------ Message: 3 Date: Mon, 12 Jul 2010 13:48:07 +0200 From: TanaT <a1t(a)hitec.fr> Subject: Re: [otrs] Remove system Email from CC field when answering a ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C3B00F7.3020201(a)hitec.fr> Content-Type: text/plain; charset=UTF-8; format=flowed Hello Amit Sharma, It works, thank you ! Best regards. TanaT Amit Sharma a ?crit : > Hi, > > Here is the solution. > > I tried and it worked for me as well! > > http://lists.otrs.org/pipermail/otrs/2009-March/025993.html > > regards, > amit > > > --- On *Fri, 9/7/10, TanaT /<a1t(a)hitec.fr>/* wrote: > > > From: TanaT <a1t(a)hitec.fr> > Subject: [otrs] Remove system Email from CC field when answering a > ticket > To: otrs(a)otrs.org > Date: Friday, 9 July, 2010, 9:58 PM > > Hi, > > It looks stupid, but I tried many settings without success... > > If a customer send a message to my OTRS system : otrs(a)mycompany.fr > <http://in.mc324.mail.yahoo.com/mc/compose?to=otrs@mycompany.fr> > (fetched via POP3) > When I use a template to reply to it, the system fills CC with > otrs(a)mycompany.fr > <http://in.mc324.mail.yahoo.com/mc/compose?to=otrs@mycompany.fr> > I'd rather my users not to have to remove it manually... > > How to leave it blank ? > > (I tried both "yes" and "no" settings in > Frontend::Agent::Ticket::ViewCompose > -> Ticket::Frontend::ComposeReplaceSenderAddress > -> Ticket::Frontend::ComposeExcludeCcRecipients > and other things... > ) > > > Thanks for reading. > > Have a good day. > > TanaT > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > ------------------------------------------------------------------------ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ -- M. Anatole TOLLARD HITEC 61, rue Jean Jaur?s 91160 CHAMPLAN Tel. : 0033 1 69 74 10 90 Fax : 0033 1 69 74 10 99 Mail : technic(a)hitec.fr Site : <http://www.hitec.fr> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ End of otrs Digest, Vol 22, Issue 30 ************************************

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I am out sick and will be returning only on Tuesday 07/13
by Sri.Ramadurai＠hitachigst.com 12 Jul '10

12 Jul '10

I will be out of the office starting 07/12/2010 and will not return until 07/13/2010. I will be on medical leave returning to work on Tuesday 07/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

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FW: Agent Email-Ticket doesn't work
by jverhoeff＠beckhoff.nl 12 Jul '10

12 Jul '10

Hello, Does anybody have an idea about this problem? _____________________________________________ From: Jurjen Verhoeff Sent: woensdag 7 juli 2010 14:25 To: 'otrs(a)otrs.org' Subject: Agent Email-Ticket doesn't work Hello, For some reason the Email-Ticket (Create new email-ticket and send this out (outbound)) doesn't work for me. When I click the link Email-Ticket I get an empty screen with only the header. When I click the Phone-Ticket it works correct and I can create a new ticket. Please advice how to find this issue: - I use the windows version 2.4.7 of OTRS on a windows XP prof SP3, - Apache log give messages about an uninitialized value: [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> [Tue Jul 06 11:29:51 2010] [error] [client 172.18.1.153] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue <http://172.18.1.156/otrs/index.pl?Action=AgentTicketQueue> I see also messages about the system ID I have no idea if this has something to do with it: I haven't attached the log file because its to big, if necessary I can attach an selection. I hope someone can help? Best Regards, Jurjen Verhoeff

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List of closed ticket sorted by response time
by Trasschaert Karl 12 Jul '10

12 Jul '10

Hi', I'm testing the default stat 10002 List of closed ticket sorted by response time, when i execute it, there is no data in the graph, do we need to change something in the default stat config ? Thx _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

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Dynamic Stats
by nitin bhadauria 12 Jul '10

12 Jul '10

Dear All, I am using OTRS 2.4.7 with OpenLdap. Now I am trying to configure new Dynamic Stats Module to get the Agent Name and Custmer Mobile No. in report. Please guide me where should i find the data because i don't have these field in ticket table. Regards, Nitin B.

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Create session
by emigonza＠gmail.com 12 Jul '10

12 Jul '10

Hi! I'm trying to integrate jooml with otrs. The most important function is to login both systems at the same time. There are some simple method to do that? -- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

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Unify Joomla and OTRS customer users
by emigonza＠gmail.com 10 Jul '10

10 Jul '10

I'm working to integrate OTRS in Joomla and my first problem was unify the user. OTRS use a very ugly method with crypt and Joomla use pass in the form "md5_hex(pass+salt):salt" where salt is a 32 bytes random number in hex (a md5hex of a rand) This patch convert de passwd of customer users in Joomla form. ------------------------------------------------------------------------------------------ diff -c /opt/otrs/Kernel/System/CustomerAuth/DB.pm.orig /opt/otrs/Kernel/System/CustomerAuth/DB.pm ---------------------------------------------------------------- *** /opt/otrs/Kernel/System/CustomerAuth/DB.pm.orig 2010-07-09 22:46:03.775934414 -0300 --- /opt/otrs/Kernel/System/CustomerAuth/DB.pm 2010-07-10 12:20:26.468579343 -0300 *************** *** 13,19 **** use strict; use warnings; ! use Crypt::PasswdMD5 qw(unix_md5_crypt); use vars qw($VERSION); --- 13,19 ---- use strict; use warnings; ! use Digest::MD5 qw(md5_hex); use Crypt::PasswdMD5 qw(unix_md5_crypt); use vars qw($VERSION); *************** *** 132,146 **** $CryptedPw = $Pw; } elsif ( $GetPw !~ /^.{13}$/ ) { - # strip salt ! $Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/; ! # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! $CryptedPw = unix_md5_crypt( $Pw, $Salt ); $Self->{EncodeObject}->Encode( \$CryptedPw ); } --- 132,146 ---- $CryptedPw = $Pw; } elsif ( $GetPw !~ /^.{13}$/ ) { # strip salt ! #$Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/; ! $Salt =~ s/^.*:/$1/; # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! #$CryptedPw = unix_md5_crypt( $Pw, $Salt ); ! $CryptedPw = md5_hex($Pw.$Salt).":".$Salt; $Self->{EncodeObject}->Encode( \$CryptedPw ); } *************** *** 148,168 **** else { # strip salt only for (Extended) DES, not for any of modular crypt's ! if ( $Salt !~ /^\$\d\$/ ) { ! $Salt =~ s/^(..).*/$1/; ! } # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ ! if ( $Salt =~ /^\$\d\$/ || ( crypt( 'root', 'root@localhost' ) eq 'roK20XGbWEsSM' ) ) { ! $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! $Self->{EncodeObject}->EncodeOutput( \$Salt ); # encode output, needed by crypt() only non utf8 signs ! $CryptedPw = crypt( $Pw, $Salt ); ! $Self->{EncodeObject}->Encode( \$CryptedPw ); ! } ! else { $Self->{LogObject}->Log( Priority => 'notice', Message => --- 148,168 ---- else { # strip salt only for (Extended) DES, not for any of modular crypt's ! #if ( $Salt !~ /^\$\d\$/ ) { ! # $Salt =~ s/^(..).*/$1/; ! #} # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ ! #if ( $Salt =~ /^\$\d\$/ || ( crypt( 'root', 'root@localhost' ) eq 'roK20XGbWEsSM' ) ) { ! # $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! # $Self->{EncodeObject}->EncodeOutput( \$Salt ); # encode output, needed by crypt() only non utf8 signs ! # $CryptedPw = crypt( $Pw, $Salt ); ! # $Self->{EncodeObject}->Encode( \$CryptedPw ); ! #} ! #else { $Self->{LogObject}->Log( Priority => 'notice', Message => *************** *** 177,183 **** } close(IO); chomp $CryptedPw; ! } } # just in case! --- 177,183 ---- } close(IO); chomp $CryptedPw; ! #} } # just in case! ------------------------------------------------------------------------------------------- diff -c /opt/otrs/Kernel/System/CustomerUser/DB.pm.orig /opt/otrs/Kernel/System/CustomerUser/DB.pm ----------------------------------------------- *** /opt/otrs/Kernel/System/CustomerUser/DB.pm.orig 2010-07-09 22:53:15.815936292 -0300 --- /opt/otrs/Kernel/System/CustomerUser/DB.pm 2010-07-10 12:20:48.126330149 -0300 *************** *** 13,19 **** use strict; use warnings; ! use Crypt::PasswdMD5 qw(unix_md5_crypt); use Kernel::System::CheckItem; --- 13,19 ---- use strict; use warnings; ! use Digest::MD5 qw(md5_hex); use Crypt::PasswdMD5 qw(unix_md5_crypt); use Kernel::System::CheckItem; *************** *** 786,797 **** # crypt with md5 crypt else { ! # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! $Self->{EncodeObject}->EncodeOutput( \$Login ); ! ! $CryptedPw = unix_md5_crypt( $Pw, $Login ); $Self->{EncodeObject}->Encode( \$CryptedPw ); } --- 786,798 ---- # crypt with md5 crypt else { ! my $Salt = md5_hex(rand()); # encode output, needed by unix_md5_crypt() only non utf8 signs $Self->{EncodeObject}->EncodeOutput( \$Pw ); ! #$Self->{EncodeObject}->EncodeOutput( \$Login ); ! $Self->{EncodeObject}->EncodeOutput( \$Salt ); ! #$CryptedPw = unix_md5_crypt( $Pw, $Login ); ! $CryptedPw = md5_hex($Pw.$Salt).":".$Salt; $Self->{EncodeObject}->Encode( \$CryptedPw ); } ------------------------------------------------------------------------------- diff -c /opt/otrs/scripts/database/otrs-schema.mysql.sql.orig /opt/otrs/scripts/database/otrs-schema.mysql.sql ------------------------------------------------------- *** /opt/otrs/scripts/database/otrs-schema.mysql.sql.orig 2010-02-05 20:42:17.000000000 -0300 --- /opt/otrs/scripts/database/otrs-schema.mysql.sql 2010-07-10 12:44:07.190580174 -0300 *************** *** 62,68 **** CREATE TABLE users ( id INTEGER NOT NULL AUTO_INCREMENT, login VARCHAR (100) NOT NULL, ! pw VARCHAR (50) NOT NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, --- 62,68 ---- CREATE TABLE users ( id INTEGER NOT NULL AUTO_INCREMENT, login VARCHAR (100) NOT NULL, ! pw VARCHAR (65) NOT NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, *************** *** 908,914 **** login VARCHAR (100) NOT NULL, email VARCHAR (150) NOT NULL, customer_id VARCHAR (200) NOT NULL, ! pw VARCHAR (50) NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, --- 908,914 ---- login VARCHAR (100) NOT NULL, email VARCHAR (150) NOT NULL, customer_id VARCHAR (200) NOT NULL, ! pw VARCHAR (65) NULL, salutation VARCHAR (50) NULL, first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, -- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

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