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You can retrieve the Problem Record Details such as Status, Classification, Category, Impact, Priority, Urgency, Source, Requestor Name, Requestor Mail ID, Requestor Location, Requestor Mobile Number, Description, Deadline, RCA Deadline, RCA Actual Response Time, Assigned Workgroup, Assigned Executive, SLA Violation Reason, Solution,  Resolution Code, Closure Remarks, Closed by Name, Approver Name, Approval Status, Approval Remarks, RCA Submitter Name, RCA Approver Name, RCA Approval Status, RCA Approval Remarks, Reviewer Name, Reviewer Approval Status, Reviewer Approval Remarks, and etc.

To authenticate the below API, see API Authentication and Authorization.

Service NameHTTP Method

PM_GetProblemRecordDetails

POST

Below is the sample request to retrieve Problem Record Details

Code Block
titleSample Request
linenumberstrue
{
    "ServiceName": "PM_GetProblemRecordDetails",
    "objCommonParameters": {
        "_ProxyDetails": {
            "UserName": "william.james@Symphonysummit.com",
            "OrgID": 1,
            "ReturnType": "JSON",
            "Password": "test@123",
            "APIKey": "FuvXeZTSna2Jdj/PImKKTRS97Dg8Ns7ET/UQ1X9JZHs=",
            "AuthType": "FORM",
            "ProxyID": 0,
            "RequestType": "mobile"
        },
        "TicketID": "7",
        "RequestType": "Mobile"
    }
}

Anchor
New Status
New Status
Request Parameters

Parameter NameTypeDescriptionMandatory
TicketID

Status
colourGreen
titleString

The logged Problem Request number.

Status
colourGreen
titleTrue

RequestType

Status
colourGreen
titleString

Type of the request. Be default, the value is Mobile.

Status
titleFalse

Code Block
titleSample Response
linenumberstrue
{
    "Errors": "",
    "Message": "",
    "Output": "",
    "TokenID": "16150A55B41FB2ED274E7AB4D64D2B6A0DC5791EBC1354629EA6B9BC0AC693D93077
4D49974369B80A8AC6D228007DF4EA788F26B57A8F387F77C2686C37A02C8E6DB444FADD0001106EE2114B
5C9EC22A149BCFCFB14E6AF962F909D4C8A31F3953B394C9267BEA6935ECCE979E532762C1E2513
F4B5EE1F1B39CA5DEFE5F6403945A235AFC6898337273C8BA3419F2FB01550",
    "OrgID": 0,
    "OutputObject": {
        "ProblemRecord": {
            "PR_Details": {
                "ReOpened": false,
                "ReOpenedRemarks": "",
                "_Problem_Reviewer_Log": "",
                "Org_Id": 1,
                "UserID": 0,
                "Problem_Ticket_Id": 7,
                "Support_Function": "Info",
                "Support_Function_Name": "Information Technology",
                "Ticket_Registration_Time": "2021-02-19T06:07:07.213",
                "Status": "Pre Authorization",
                "Classification_Id": 2,
                "Classification": "Class",
                "Category_Id": 1167,
                "Category": "Test\\(1167) child2nmm",
                "Source_Id": 3,
                "Source": "Web Application",
                "Requestor_Id": 22,
                "Requestor_Emp_Id": "",
                "Requestor_Name": "Prabu",
                "Requestor_Mail_Id": "ryan@symphonysummit.com",
                "Requestor_Location_Name": "",
                "Requestor_Customer_Name": "",
                "Requestor_Phone_No": "",
                "Requestor_Mobile_No": "",
                "Requestor_Designation": "",
                "Description": "desc",
                "Details": "symp",
                "Impact_Id": 1,
                "Impact": "High",
                "Priority_Id": 1,
                "Priority": "\"Low\"",
                "DeadLine": "2021-02-22T18:30:00",
                "RCA_DeadLine": "2021-02-19T18:30:00",
                "RCA_Actual_ResponseTime": "1901-01-01T00:00:00",
                "Assigned_Workgroup_Id": 3,
                "Assigned_Workgroup": "IT Infrastructure",
                "Assigned_Executive_Id": 0,
                "Assigned_Executive": "",
                "Work_Around_Exists": false,
                "Work_Around_Details": "",
                "SLA_Violation_Reason": "",
                "Testing_Details": "",
                "Solution": "",
                "Resolution_Date": "1901-01-01T00:00:00",
                "Resolution_Code_Id": 0,
                "Resolution_Code": "",
                "Closure_Remarks": "",
                "Closed_By": 0,
                "Closed_By_Name": "",
                "Closure_Date": "1901-01-01T00:00:00",
                "Closure_Category_Id": 0,
                "Closure_Category": "",
                "Approver_Emp_Id": 0,
                "Approver_Name": "",
                "Approver_Mail_Id": "",
                "Approver_Phone_No": "",
                "Approval_Date": "1901-01-01T00:00:00",
                "Approval_Status": "",
                "Approval_Remarks": "",
                "RCA_Submitter_Emp_Id": 0,
                "RCA_Submitter_Name": "",
                "RCA_Submition_Date": "1901-01-01T00:00:00",
                "RCA_Root_Cause": "",
                "RCA_Result": "",
                "RCA_Approver_Emp_Id": 0,
                "RCA_Approver_Name": "",
                "RCA_Approval_Date": "1901-01-01T00:00:00",
                "RCA_Approval_Status": "",
                "RCA_Approval_Remarks": "",
                "RCA_Approver_DelegatedUserId": 0,
                "RCA_Approver_NameDelegate": "",
                "Problem_Manager_Log": "",
                "RCA_Approval_Log": "",
                "Engineer_Log": "",
                "Last_Updated_Datetime": "2021-03-01T07:55:51",
                "Urgency_Id": 1,
                "Urgency_Name": "High",
                "AssignedExecutive_EMailID": "",
                "TimezoneMins": 330,
                "TimezoneName": "(UTC + 05:30) IST - India Standard Time",
                "EstimateCostsList": [
                    {
                        "Cost": 90.0,
                        "Description": "test",
                        "CurrencyId": "USD",
                        "CostType": "Estimated",
                        "UID": 24
                    }
                ],
                "ActualCostsList": [],
                "EstimateTotalCost": 90.0,
                "ActualTotalCost": 0.0,
                "Reviewer_Id": 0,
                "Reviewer_Name": "",
                "Review_Date": "1901-01-01T00:00:00",
                "RCA_Reviewer_DelegatedUserId": 0,
                "RCA_Reviewer_NameDelegate": "",
                "Post_Implementation_Review": null,
                "Planned_PIR_Date": "1901-01-01T00:00:00",
                "Actual_PIR_Date": "1901-01-01T00:00:00",
                "RuleName": null,
                "RuleActive": false,
                "FromEmail": null,
                "FromName": null,
                "Reviewer_Approval_Status": "",
                "Reviewer_Approval_Remarks": "",
                "Reviewer_Mail_Id": "",
                "Problem_Reviewer_Log": "",
                "RCA_Reviewer_Id": 0,
                "RCA_Reviewer_Name": "",
                "RCA_Review_Date": "1901-01-01T00:00:00",
                "AdditionalUserEmails": "",
                "AdditionalUserIDs": "",
                "ProblemRecordType": "Proactive",
                "AuthorizationAllApprovers": "19",
                "FirstResolution_Code_Id": 0,
                "FirstResolution_Code": "",
                "RiskRegister": "",
                "Authorizer_EmailID": "",
                "Risk_ID": 0,
                "Risk_Name": "",
                "PendingReasonId": 0,
                "PendingReason_Name": "",
                "SLA_Window": 1,
                "SLA_Window_Name": "24/7",
                "RCA_Violation_Reason_ID": 0,
                "RCA_Violation_Reason_Name": "",
                "RCA_Violation_Reason": "",
                "RCA_SLA_Met": null,
                "Resolution_SLA_Met": null,
                "Resolution_Violation_Reason_ID": 0,
                "Resolution_Violation_Reason_Name": "",
                "Resolution_Violation_Reason": "",
                "MatrixType": "",
                "RCA_DeadlineConfigID": 0,
                "Resolution_DeadlineConfigID": 0,
                "RCA_DeadlineMinutes": 0,
                "Resolution_DeadlineMinutes": 0,
                "RCADeadlineCalculation_Status": null,
                "PM_ExcludeSLA_Status": null,
                "IsRcaApproverSkiped": false,
                "BaseURL": null,
                "EncryptedProblemTicketID": null,
                "IsEditMode": false,
                "HdnPreAuthorizerNames": null,
                "IsResubmitPRToAuthorizer": false,
                "IsResubmitPRToPreAuthorizer": false,
                "PreAuthorizerEmails": null,
                "DdlStatus": null,
                "IsReassignedWG": false,
                "IsResubmitPR": false,
                "RCAReviewerCount": 0,
                "DdlAssignedWorkgroupId": 0,
                "PrevWGID": 0,
                "PrevAuthorizerEmailID": null,
                "LblProblemTicketIdText": null,
                "ProblemManagerMailIds": null,
                "AssignedWorkgroupExecutiveMailIds": null,
                "RCAReviewerMailIds": null,
                "FromWeb": false,
                "RCA_MethodologyType": "OptRCA",
                "RCA_MethodologyTypeText": "Fishbone Analysis",
                "IsRCA_Submitted": false,
                "IsPreAuthorizationEnabled": true,
                "PreAuthorizerId": 8,
                "PreAuthorizerName": "PM Approver 1",
                "PreAuthorizationDate": "2021-02-22T05:29:00",
                "PreAuthorizationStatus": "Authorize",
                "PreAuthorizationRemarks": "",
                "AllPreAuthorizerIds": "5,8,22",
                "PreAuthorizerDelegateUserId": 0,
                "PreAuthorizerNameDelegate": "",
                "ApproverDelegateUserID": 0,
                "ApproverNameDelegate": "",
                "DelegatePreAuthorizerEmailID": "",
                "DelegateApproverEmaildID": "",
                "DelegateRCA_ApproverEmaildID": "",
                "DelegateRCA_ReviewerEmailID": "",
                "Problem5WhyDetailsList": null,
                "Requestor_Id_Imp": 0,
                "Closed_By_Imp": 0,
                "Reviewer_Id_Imp": 0,
                "RCA_Reviewer_Id_Imp": 0,
                "PreAuthorizerId_Imp": 0,
                "Approver_Emp_Id_Imp": null,
                "RCA_Approver_Emp_Id_Imp": 0,
                "RCA_Submitter_Emp_Id_Imp": 0,
                "CustomFieldGroups": null,
                "CustomFields": null,
                "MVCustomFieldsForSummary": null,
                "MVCustomFieldDetailForSummary": null,
                "MVCustomFields": null,
                "UserCommunication": null,
                "PrivateLog": null,
                "DynamicConnectionString": null,
                "oPM_Problem_Ticket": null
            },
            "PR_Attachments": [
                {
                    "Original_FileName": "1.De-normalization Process Steps.docx",
                    "Renamed_FileName": "f14564c3-45cb-4a27-a7dc-31bd1231bc20.docx",
                    "Attach_Uid": 20,
                    "TicketID": 7,
                    "Attachment_CreationDT": "2021-03-01 07:55:59"
                }
            ],
            "RCA_TypeDetails": [],
            "Diagnostic_Details": [],
            "RelationshipData": {
                "Change": [],
                "Configuration Item": [],
                "Event": [],
                "Incident": [],
                "Knowledge": [],
                "Portfolio": [],
                "Problem": [],
                "Project": [],
                "Release": [],
                "Service Request": [],
                "Work Order": []
            },
            "PreAuthorizers": [
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": 3,
                    "Workgroup": "IT Infrastructure",
                    "Problem_Manager_Id": 5,
                    "Problem_Manager_Name": "Andrew",
                    "Problem_Manager_Email_Id": "andrew@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 8,
                    "Problem_Manager_Name": "PM Approver 1",
                    "Problem_Manager_Email_Id": "PMApprover1@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 22,
                    "Problem_Manager_Name": "Norton",
                    "Problem_Manager_Email_Id": "norton@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 2,
                    "Problem_Manager_Name": "Fredrick",
                    "Problem_Manager_Email_Id": "fredrick@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                }
            ],
            "Authorizers": [
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": 3,
                    "Workgroup": "IT Infrastructure",
                    "Problem_Manager_Id": 5,
                    "Problem_Manager_Name": "Andrew",
                    "Problem_Manager_Email_Id": "andrew@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 8,
                    "Problem_Manager_Name": "PM Approver 1",
                    "Problem_Manager_Email_Id": "PMApprover1@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 22,
                    "Problem_Manager_Name": "Norton",
                    "Problem_Manager_Email_Id": "norton@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 2,
                    "Problem_Manager_Name": "Fredrick",
                    "Problem_Manager_Email_Id": "fredrick@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                }
            ],
            "RCAApprovers": [
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": 3,
                    "Workgroup": "IT Infrastructure",
                    "Problem_Manager_Id": 5,
                    "Problem_Manager_Name": "Andrew",
                    "Problem_Manager_Email_Id": "andrew@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 8,
                    "Problem_Manager_Name": "PM Approver 1",
                    "Problem_Manager_Email_Id": "PMApprover1@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 22,
                    "Problem_Manager_Name": "Norton",
                    "Problem_Manager_Email_Id": "norton@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Manager_Id": 2,
                    "Problem_Manager_Name": "Fredrick",
                    "Problem_Manager_Email_Id": "fredrick@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                }
            ],
            "RCAReviewers": [
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": 3,
                    "Workgroup": "IT Infrastructure",
                    "Problem_Reviewer_Id": 5,
                    "Problem_Manager_Name": "Andrew",
                    "Problem_Manager_Email_Id": "andrew@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                },
                {
                    "Org_Id": 1,
                    "Support_Function": "Info",
                    "Support_Function_Name": "Information Technology",
                    "Workgroup_Id": -1,
                    "Workgroup": "ALL",
                    "Problem_Reviewer_Id": 22,
                    "Problem_Manager_Name": "Norton",
                    "Problem_Manager_Email_Id": "norton@symphonysummit.com",
                    "Active": true,
                    "rnk": "1"
                }
            ],
            "WorkgroupOwner": [
                {
                    "wg_Id": 3,
                    "Org_Id": 1,
                    "sup_function": "Info",
                    "Sup_Function_Name": "Information Technology",
                    "wg_Name": "IT Infrastructure",
                    "wg_Display": "IT Infrastructure...",
                    "callLogDisplay": true,
                    "owner": "19",
                    "Master_WG": false,
                    "SLA_Id": null,
                    "Sub_Sup_Function": null,
                    "CM_CMDB_Enabled": true,
                    "RspAlert": false,
                    "RsoAlert_50PC": false,
                    "RsoAlert_75PC": false,
                    "RsoAlert_100PC": false,
                    "WGLocation": "0",
                    "active": true,
                    "IsDefault": false,
                    "Location_Name": null,
                    "LocationNameGrid": "ALL",
                    "Employee_Name": "Neel",
                    "FromEmailId": null,
                    "FromName": null,
                    "Costper_Hour": null,
                    "OwnerEmpId": null,
                    "OwnerContactNo": null,
                    "OwnerEmailId": "prince@symphonysummit.com",
                    "SendMailsToExecutive": false,
                    "IM_Enabled": true,
                    "SR_Enabled": true,
                    "ParentID": null,
                    "CL_Enabled": false
                }
            ],
            "AuthorizationApproverMode": "False",
            "5WhyMasterStatus": [
                {
                    "Value": "New",
                    "Text": "New"
                },
                {
                    "Value": "InProgress",
                    "Text": "In-Progress"
                },
                {
                    "Value": "Pending",
                    "Text": "Pending"
                },
                {
                    "Value": "Cancelled",
                    "Text": "Cancelled"
                },
                {
                    "Value": "Resolved",
                    "Text": "Resolved"
                },
                {
                    "Value": "OnHold",
                    "Text": "On Hold"
                },
                {
                    "Value": "NoSolutionAvailable",
                    "Text": "No Solution Available"
                }
            ],
            "5WhyDetails": [],
            "UserCommunicationConfig": [
                {
                    "SupFunction": "Info",
                    "Workgroup": 3,
                    "Status": "Root Cause Analysis Submitted",
                    "PrivateLogMandatory": true,
                    "UserCommunicationMandatory": false
                },
                {
                    "SupFunction": "Info",
                    "Workgroup": 3,
                    "Status": "Initial Authorization",
                    "PrivateLogMandatory": false,
                    "UserCommunicationMandatory": true
                }
            ],
            "UserCommunication": [],
            "PrivateLog": [],
            "DropDownValues": {
                "AssignedTo": "[{\"WD_ID\":58,\"Org_Id\":1,\"SUP_FUNCTION\":\"Info\",\"WORKGROUP_ID\":3,\"wg_Name\":\"IT Infrastructure\",\"Master_WG\":false,\"ACTIVE\":true,\"WG_NAME1\":\"IT Infrastructure\",\"UserID\":4,\"EmpID\":null,\"USERNAME\":\"Carter\",\"EMAILID\":\"carter@symphonysummit.com\",\"NT_UID\":null,\"Role\":\"Report\",\"AllowUpdateForAllIncidents\":false,\"AllowUpdateForAllSRs\":false,\"AllowAnalystToBulkUpdateIncidents\":false,\"AllowAnalystToBulkUpdateSRs\":false,\"LICENSE_EDITION\":\"SM_EP\",\"LICENSE_ATTRUBUTETYPE\":\"AGENTS\",\"Global_Config_ID\":0},{\"WD_ID\":61,\"Org_Id\":1,\"SUP_FUNCTION\":\"Info\",\"WORKGROUP_ID\":3,\"wg_Name\":\"IT Infrastructure\",\"Master_WG\":false,\"ACTIVE\":true,\"WG_NAME1\":\"IT Infrastructure\",\"UserID\":1,\"EmpID\":null,\"USERNAME\":\"Julian\",\"EMAILID\":\"julian@symphonysummit.com\",\"NT_UID\":null,\"Role\":\"SA\",\"AllowUpdateForAllIncidents\":false,\"AllowUpdateForAllSRs\":false,\"AllowAnalystToBulkUpdateIncidents\":false,\"AllowAnalystToBulkUpdateSRs\":false,\"LICENSE_EDITION\":\"SM_EXP\",\"LICENSE_ATTRUBUTETYPE\":\"AGENTS\",\"Global_Config_ID\":0},{\"WD_ID\":15,\"Org_Id\":1,\"SUP_FUNCTION\":\"Info\",\"WORKGROUP_ID\":3,\"wg_Name\":\"IT Infrastructure\",\"Master_WG\":false,\"ACTIVE\":true,\"WG_NAME1\":\"IT Infrastructure\",\"UserID\":5,\"EmpID\":null,\"USERNAME\":\"Andrew\",\"EMAILID\":\"andrew@symphonysummit.com\",\"NT_UID\":null,\"Role\":\"Report\",\"AllowUpdateForAllIncidents\":false,\"AllowUpdateForAllSRs\":false,\"AllowAnalystToBulkUpdateIncidents\":false,\"AllowAnalystToBulkUpdateSRs\":false,\"LICENSE_EDITION\":\"SM_EP\",\"LICENSE_ATTRUBUTETYPE\":\"AGENTS\",\"Global_Config_ID\":0},
{\"WD_ID\":11,\"Org_Id\":1,\"SUP_FUNCTION\":\"Info\",\"WORKGROUP_ID\":3,\"wg_Name\":\"IT Infrastructure\",\"Master_WG\":false,\"ACTIVE\":true,\"WG_NAME1\":\"IT Infrastructure\",\"UserID\":13,\"EmpID\":\"SU0228\",\"USERNAME\":\"Hazel\",\"EMAILID\":\"hazel@symphonysummit.com\",\"NT_UID\":null,\"Role\":\"Report\",\"AllowUpdateForAllIncidents\":false,\"AllowUpdateForAllSRs\":false,\"AllowAnalystToBulkUpdateIncidents\":false,\"AllowAnalystToBulkUpdateSRs\":false,\"LICENSE_EDITION\":\"SM_EXP\",\"LICENSE_ATTRUBUTETYPE\":\"AGENTS\",\"Global_Config_ID\":0},
{\"WD_ID\":26,\"Org_Id\":1,\"SUP_FUNCTION\":\"Info\",\"WORKGROUP_ID\":3,\"wg_Name\":\"IT Infrastructure\",\"Master_WG\":false,\"ACTIVE\":true,\"WG_NAME1\":\"IT Infrastructure\",\"UserID\":19,\"EmpID\":null,\"USERNAME\":\"Prince\",\"EMAILID\":\"prince@symphonysummit.com\",\"NT_UID\":null,\"Role\":\"Report\",\"AllowUpdateForAllIncidents\":false,\"AllowUpdateForAllSRs\":false,\"AllowAnalystToBulkUpdateIncidents\":false,\"AllowAnalystToBulkUpdateSRs\":false,\"LICENSE_EDITION\":\"SM_EP\",\"LICENSE_ATTRUBUTETYPE\":\"AGENTS\",\"Global_Config_ID\":0},
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            }
        }
    },
    "OutputID": 0,
    "Input": null
}

Status and Error Codes

For more information, see Status and Error Messages

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