May 2013 - otrs - OTRS mailing lists

update time for customer and mysql database dynamic value store
by KalyanaChakravarthy MP 22 May '13

22 May '13

Hi , 1. How to find the customer update time. Any Ticket agent update time that is change time of ticket . same way customer also updated ticket is change time or any option there Column in database. 2. Specify ticket dynamic value where store in database in ticket table not having, how to linking dynamic field values in tickets . any ticket number base how to find out dynamic value. Please anybody help me Thank you Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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LDAP error message: Authentication succeeded, but no customer record found in the customer backend
by Mario Zamora 21 May '13

21 May '13

You have to create the users in the customer database, LDAP is used only to check if user and password matches. The customer database is the user information for OTRS. And yes, you have to create one by one, or create a script that reads users from ldap and writes to otrs database.

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Ticket Number Generator based on customerID or company name
by KalyanaChakravarthy MP 21 May '13

21 May '13

hi, how to create ticket number Generation based on company name or customerID. Any possible way OTRS 3.2.1. can u anybody help me. example company name "XYZ" ticket number will be start like "company name.date.ID.count" --> "XYZ20130510001" ,counter start like 10000, if other company id means start like 20000 Thank you, Regards, Kalyana chakravarthy M .P, Sr software Engineer.

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Free Period Appointment Ticket
by Thiago Zerbinato 20 May '13

20 May '13

Guys, We are using OTRS OTRS 2.4.12 <http://otrs.org/> for the last 3 years... now we need to appoint period on a ticket's... and not work time... for ex. : We need to appoint in a ticket that I have worked on it from 2013-05-20 08:00 to 2013-05-20 12:00 ... Is that possible ? Atenciosamente, *Thiago Marangoni Zerbinato** OCP 8i / OCP 10g / RAC 10g Certified / VCP4 * *http://twitter.com/thiagomz* *(+55 16 9225-0802)*

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ITSM Upgrade to 3.2.4 failing
by Marty Hillman 20 May '13

20 May '13

This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an upgrade. Any thoughts? I am guessing it is a permissions error somewhere, but I ran "/opt/otrs/bin/SetPermissions.pl /opt/otrs" and it appeared to function properly. The ITSM upgrade fails through the browser every time. Oops! An Error occurred. Error Message: Package is not installed, can't upgrade! . You can Send a bugreport or go back to the previous page<http://otrsdev.equuscs.com/index.pl>. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [cid:image001.png@01CE5551.5E1046C0] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | M 612.412.1098 | E mhillman(a)equuscs.com

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How to bulk edit a random list of tickets
by Bogdan Iosif 20 May '13

20 May '13

Hi list, I have a random list of tickets provided to me just with their numbers and without a search criteria (they don't match any such criteria). Example: Please change dynamic field "Flag1" to value "off" for tickets with numbers: 2012122010786628 2013021710795472 2013041110000870 2013061310000604 ... /Example I would like to use the bulk edit function from the agent UI to edit a dynamic field assoc. with these tickets but, as far as I know, I can't because they can't all be found through a single search. Is there a way to search for them by providing a list of ticket numbers to the search? I tried and it doesn't seem to work but still hope I'm missing something because it seems like a very common sense scenario. Thanks, bogdan

2 2

SLA clock stop
by KalyanaChakravarthy MP 20 May '13

20 May '13

HI Team, I have a ticket with SLA solution time . how to hold or stop sla or change SLA time in manually . can u anyone help me. Thank you, Regards, Kalyana chakravarthy M .P,

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Disable "Customer automatically added to Cc"
by Muhammad El-Sergani 19 May '13

19 May '13

Dears, I would like to disable the "Customer automatically added to Cc" feature on OTRS v3.1.11, any pointers please? Thanks //M

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Re: [otrs] LDAP customer information
by Simon Allison 17 May '13

17 May '13

Hi Gerald, Sorry I forgot to send this yesterday, here is a copy of the config.pm (obvious bits removed) Simon # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2012 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.27 2012/11/20 14:26:12 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; use utf8; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/otrs.CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = ''; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # if you have PostgresSQL 8.1 or earlier, activate the legacy driver with this line: # $Self->{DatabasePostgresqlBefore82} = 1; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/PROGRA~1/OTRS/OTRS'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule::LogFile} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; # ---------------------------------------------------- # # LDAP Integration for .INTERNAL # # ---------------------------------------------------- # # Enable LDAP lookups for Agent logins. User must be a member of OTRS Agents group. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = ''; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRSAllow,ou=Admin Groups,dc=,dc=internal'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Enable LDAP lookups of Agent account informations and default roles. $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = ''; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'AuthSyncModule::LDAP::GroupDN'} = 'cn=OTRSAllow,ou=Admin Groups,dc=,dc=internal'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'cn=OTRSAllow,cn=Admin Groups,dc=,dc=internal' => { 'Company Agents' => 1, }, 'cn=Domain Admins,cn=Users,dc=,dc=internal' => { 'Tech Support Agents' => 1, } }; # defines AuthSyncBackend (AuthSyncModule) for AuthModule # if this key exists and is empty, there won't be a sync. # example values: AuthSyncBackend, AuthSyncBackend2 $Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend'; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = ''; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=, dc=internal'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrs, cn=users, dc=, dc=internal'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # This is customer LDAP configuration for an LDAP auth. backend. # (make sure Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = ''; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=,dc=internal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'OU=SDC,OU=Establishments,DC=,DC=INTERNAL'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=,dc=internal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@.internal'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Enable LDAP lookups for Customer account information. $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '', BaseDN => 'dc=,dc=internal', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=,dc=internal', UserPw => '', AlwaysFilter => '(objectclass=user)', GroupDN => 'ou=SDC,ou=establishments,dc=,dc=internal', # GroupDN => 'cn=OTRS Customers,cn=Users,dc=,dc=internal', AccessAttr => 'member', UserAttr => 'DN', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenname', 'sn', 'mail'], CustomerUserSearchFields => ['displayName','sAMAccountName','givenname', 'sn', 'mail','description'], CustomerUserPostMasterSearchFields => ['displayName','sAMAccountName','givenname','sn','mail','description'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries #CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserCustomerIDs', 'CustomerIDs', 'wWWHomePage', 1, 0, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # CustomerKey => 'sAMAccountName', # CustomerID => 'mail', # CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], # CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname', 'company', 'mail'], # CustomerUserPostMasterSearchFields => ['displayName','mail'], # CustomerUserNameFields => ['givenname', 'sn'], # Map => [ # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], # [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], # [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], # ], # }; # Customer single sign on #$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; # This is an example configuration for an apache ($ENV{REMOTE_USER}) # auth. backend. Use it if you want to have a single login through # apache http-basic-auth #$Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; #$Self->{'AuthModule::HTTPBasicAuth::Replace'} = '\\'; # Note: # # If you use this module, you should use as fallback # the following configuration settings if the user is not authorized # apache ($ENV{REMOTE_USER}) #$Self->{LoginURL} = 'http:///otrs/not-authorised-for-otrs.html'; #$Self->{LogoutURL} = 'http:///otrs/thanks-for-using-otrs.html'; # $DIBI$ # --------------------------------------------------- # # # # Start of config options!!! # # CustomerUser stuff # # # # --------------------------------------------------- # # CustomerUser # (customer user database backend and settings) # $Self->{CustomerUser} = { # Name => 'Database Backend', # Module => 'Kernel::System::CustomerUser::DB', # Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', # Table => 'customer_user', # if your frontend is unicode and the charset of your # customer database server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # CaseSensitive will control if the SQL statements need LOWER() # function calls to work case insensitively. Setting this to # 1 will improve performance dramatically on large databases. # CaseSensitive => 0, # }, # customer unique id # CustomerKey => 'login', # customer # # CustomerID => 'customer_id', # CustomerValid => 'valid_id', # CustomerUserListFields => [ 'first_name', 'last_name', 'email' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], # CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ], # CustomerUserSearchPrefix => '*', # CustomerUserSearchSuffix => '*', # CustomerUserSearchListLimit => 250, # CustomerUserPostMasterSearchFields => ['email'], # CustomerUserNameFields => [ 'title', 'first_name', 'last_name' ], # CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # # generate auto login prefix # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, # cache time to live in sec. - cache any database queries # CacheTTL => 60 * 60 * 24, # # just a read only source # ReadOnly => 1, #Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es) # [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], # [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], # [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose;ResponseID=1;TicketID=$Data{"TicketID"};ArticleID=$Data{"ArticleID"}', 0, '', 'AsPopup OTRSPopup_TicketAction' ], # [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], # [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], # [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], #[ 'UserRoom', 'Room', 'room', 1, 0, 'var', '', 0 ], #[ 'UserExtNo', 'ExtNo', 'ExtNo', 1, 0, 'var', '', 0 ], # [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], # [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], #[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], #[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], #[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], # ], # default selections #Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, #}, # }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.27 $)[1]; use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); # -----------------------------------------------------# 1; ********************************************************************** This message may contain privileged and confidential information. 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OTRS caching module for Redis
by Artis Caune 17 May '13

17 May '13

Hey guys, While looking at FileStorable cache issue with our OTRS cluster, I realized it should not be so hard to write Redis cache backend. Attached is module to put in Kernel/System/Cache/ - install dependency: apt-get install libredis-perl - Set up Redis server and point to it in Config.pm: $Self->{'RedisServer'} = '10.10.10.10:6379'; - Select new backend in Cache::Module SysConfig Does not make sense for one server, but if you are on NFS makes so much big difference. Should be fairly easy to port to Memcache. Any comments ? -- Artis Caune Everything should be made as simple as possible, but not simpler.

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