GFI MAX Link

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Introduction

CommitCRM-GFI MAX Link module provides an integration with the remote monitoring and management (RMM) solution designed for managed services providers (MSP) offered by GFI.

The CommitCRM-GFI MAX Link automatically opens Tickets in CommitCRM for failed checks from GFI MAX. Any updates to the ticket (i.e. check failed again or check succeeded) are automatically logged as Notes in the Ticket History in CommitCRM. When a failed check is resolved in GFI MAX (i.e. it does not fail anymore), it automatically updates the Ticket with a relevant note, and the Ticket in CommitCRM can be closed.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

The CommitCRM integration with GFI MAX includes:

  • Ticket creation from GFI MAX failed checks.
  • Link Accounts to Sites in GFI MAX or create Account from Site.
  • Link Assets to Products in GFI MAX or create Asset from Product.


Technical Note
The integration is based on a new Service running on your CommitCRM server (called CommitCRM RMMServer Service), which accepts all checks from GFI and creates the Ticket in CommitCRM.

GFI MAX Settings

This section describes the Setup steps required in the GFI MAX Portal in order to start working with CommitCRM as your PSA system in GFI MAX.

To allow CommitCRM RMMServer service to connect with GFI MAX and sync with it, a GFI MAX API Key is required.

To setup GFI API key:

  1. Login to the GFI Portal with Admin account and go to Settings-> General Settings-> API Key tab.
  2. Click Generate Key and copy the API key to be pasted in CommitCRM properties file.
  3. To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.

>> Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM.

CommitCRM Setup

Please make sure to enable the integration with CommitCRM on the GFI MAX side (see GFI MAX Settings) before you proceed with the CommitCRM side setup below.

To set up CommitCRM to work with GFI MAX, the following steps are required:

  1. Backup CommitCRM Database.
  2. Initialize GFI MAX API Key.
  3. Initialize GFI MAX Server URL
  4. Install CommitCRM RMMServer.
  5. Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.
  6. Link Accounts and Assets in CommitCRM(*) to Sites in and Devices GFI MAX.
  7. Enable GFI MAX Integration.


* Note:
 The full integration with GFI MAX on the CommitCRM side will be disabled by default until you activate it explicitly, and Tickets will not be transferred to CommitCRM until then. This is to make sure users first link GFI MAX Sites to CommitCRM Accounts to avoid many duplicate Accounts which may be created if Tickets are created before the links take place. Once all Accounts are linked, users should enable the integration, see Enabling GFI MAX Integration .

Backup CommitCRM Database

Before starting to work with the GFI MAX integration, make sure to backup your CommitCRM database.

The integration includes linking and importing sites and devices into CommitCRM and it is strongly recommended to backup your system before starting to work with it.


Initialize GFI MAX API Key

After you finish setting up the API Key at the GFI MAX Portal (see GFI MAX Settings), you can move on to the next step and enter the API Key into CommitCRM settings.

To initialize the API Key in CommitCRM:

  • Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
  • Copy the API Key value from GFI MAX Settings window as described above in GFI MAX Settings, and paste your GFI MAX API Key as the value for token GFIMAX_API_KEY:
GFIMAX_API_KEY=<Your-GFI-MAX-API-Key>
  • Save your changes.



Initialize GFI MAX Server URL

In this step you should initialize the GFI MAX server URL in CommitCRM.

Important Notes:

  • Only the main domain URL should be used.
    For exmaple, if you see:
    https://wwweurope1.systemmonitor.eu.com/dashboard/
    Only paste the following (i.e. without the trailing folder/path/parameters):
    https://wwweurope1.systemmonitor.eu.com
  • Customers using the GFI Portal in United States should first try to use the following URL (rather than the Poral Login URL):
    https://www.systemmonitor.us

To initialize the URL in the configuration file:

  1. Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
  2. Paste the GFI MAX server URL as the value for token GFIMAX_SERVER_URL:
    GFIMAX_SERVER_URL=<Your-GFI-MAX-Server_URL>
  3. Save your changes.


Install CommitCRM RMMServer Service

After you finish setting up all of the required settings (see Initialize GFI MAX API KEY), you can move on to the next step and install the CommitCRM RMMServer service.

The CommitCRM RMMServer runs as a Windows Service on your server.

Before you install the CommitCRM RMMServer

  1. Make sure to complete the Setup steps prior to installing the Windows Service.
  2. Make sure to allow the CommitCRM RMMServer Service in your DEP settings.

This part of the installation should be performed on the server itself. When logged in to the server with a Window's Administrator account, open a command prompt window and enter the following command: 

<Installation_DIR>\CommitCRM\RMM\CommitRMMServer.exe -install

Note: The <Insallation_Dir> must refer to a LOCAL server path (e.g. c:\ or D:\Software, etc.) and NOT to a shared network name/path.

A Window's service called CommitRMMServer is now displayed in the system services management window (Control Panel > Administration Tools > Services). If the service is not displayed, make sure you are running the command prompt "As Administrator".

Start Service:
Using the Window's Services Management window start the service (right-click > Start). Make sure that it is set to start automatically with a Delayed Start(Startup type > Automatic Delayed Start) each time the server is restarted.


Download Sites and Devices Files

In order for the failed checks arriving from GFI MAX to be able to create Tickets for the correct Account and Asset, all GFI MAX Sites should first be linked to the parallel CommitCRM Accounts, and Devices must be linked to Assets.

Managing the links requires downloading the list of Sites and Devices from GFI MAX. This is done automatically by CommitCRM RMMServer once it is activated(*). Note that the GFI MAX Integration must NOT be enabled at the CommitCRM side yet at this point; only the service should be activated in order for it to download the Sites and Devices details.

Once the settings have been applied at GFI MAX Portal, and the CommitCRM RMMServer is activated, it tries to connect to GFI MAX and download the following files:

  • <server>\CommitCRM\Dbsys\GFIMAXSites_RMAGFIMAXINFOTECHID1.cmt
  • <server>\CommitCRM\Dbsys\GFIMAXDevices_RMAGFIMAXINFOTECHID1.cmt


Both files are used by the GFI MAX Links manager in CommitCRM client to link GFI MAX Sites and Devices to equivalent CommitCRM Accounts and Assets.

Make sure both files exist before moving on to the next step which is Linking Accounts and Assets.

Handling Errors
In case CommitCRM RMMServer fails to download Sites and Devices details, the system will alert the user with a message when attempting to use the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager). In such case, refer to the Troubleshooting section.

Link Accounts and Assets

When a failed check report arrives from GFI MAX a new Ticket is created in CommitCRM and automatically linked to the Account which is associated with the Site specified for the Device of the failed check. In case the Site is not associated to any CommitCRM Account, a temporary Account is created and the Ticket is linked to it.
To avoid redundant temporary Accounts from being created, all GFI MAX Sites should first be linked to the equivalent CommitCRM Accounts. Only when all Accounts are associated to Sites, a System Administrator should enable the integration. See Enable GFI MAX Integration.

Link Accounts to Sites
Before starting to work with the GFI MAX Integration, an Administrator must first link all Accounts to the equivalent Sites in GFI MAX . This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Account.

To Link Accounts to Sites in GFI MAX see Link Account to Site.

Link Assets to Devices
Before starting to work with the GFI MAX Integration, an Administrator must first link all and Assets to the equivalent Devices in GFI MAX. This step is required in order for failed checks arriving from GFI MAX to open Tickets under the correct Asset.

To Link Assets to Devices in GFI MAX see Link Asset to Device.

Enable GFI MAX Integration

Enabling GFI MAX Integration on the CommitCRM server (assuming the GFI MAX setup was already performed) will immediately start sending failed checks GFI MAX to CommitCRM. Make sure to link your GFI MAX Sites with CommitCRM Accounts prior to enabling the integration on CommitCRM's side, to avoid duplicate Account creation. It is also advisable to link GFI MAX Devices to CommitCRM Assets. See more details in Link Accounts and Assets.

To enable GFI MAX Integration on CommitCRM's side and start failed checks to arrive at CommitCRM:

  1. Open <Installation_DIR>\CommitCRM\RMM\CMTGFIMAXLink.ini
  2. Change the value for ProcessGFIMAXUpdatesQueue to Y (by default it's set to N in order to allow user first to perform links between GFI MAX sites/devices to CommitCRM).
  3. Restart CommitCRM RMMServer Service.

Uninstall CommitCRM RMM Server Service

Should you ever need to uninstall the RMM Server service, follow this procedure:

  1. Open Command Prompt as administrator (e.g. right click the option and select the Run as Administrator).
  2. Navigate to the \CommitCRM\RMM folder.
  3. Then type: CommitRMMServer.exe -uninstall
  4. Wait for a while and you should receive a verification that the service was uninstalled successfully.


Managing GFI MAX Links

In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account and Asset, you must create an association between Sites and Devices in GFI MAX to Accounts and Assets in CommitCRM.

Creating the links is done using the GFI MAX Links Manager Window via CommitCRM.

Note: CommitCRM RMMServer service must first be installed in order for the GFI MAX Sites and Devices to be downloaded to the CommitCRM server. See more details in Download Sites and Devices Files.

Link Account to Site

In order for failed checks arriving from GFI MAX to open a Ticket under the correct Account, you must create an association between Sites in GFI MAX to Accounts in CommitCRM, or create an Account in CommitCRM for this Site.

Note that multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

Use the GFI MAX Links Manager Window to create the association:

  1. In the Accounts Window, go to Accounts > Tools > GFI MAX Links Manager.
  2. In the Wizard which opens you can find a list of available un-linked Sites from GFI MAX . This list gets updated every hour. In case you receive a message about a missing file, this means the initial setup hasn't been completed yet. For more details refer to Download Sites and Devices Files.
  3. Select the Site you want to link, and click Next. The following screen appears:
    File:GFI MAX link account wizard step 2.png
  4. In the above screen you should choose the CommitCRM Account to be linked to the external record:
    1. Find the parallel Account(**) using the search options:
      1. Search for Account by keyword/s.
      2. See Accounts recommended by the system based on the Site name.
      3. Once you have chosen the Account, click Link to Account.
    2. OR create a new Account based on the selected Site details(*).
      (*) Note: When creating a new Account in CommitCRM

(*) Note: The Account name created from GFI MAX includes the Site name + Client name as appear in GFI MAX. No other details are transferred.
(**) Note: Multiple Sites in GFI MAX can be linked to the same Account in CommitCRM, since the Sites may represent several physical sites for the same client, thus represented in the same CommitCRM Account.

At this point the Account and Site are linked.

To cancel this link between the Account and Site, hit the Linked Accounts tab to find the Account and remove the link. See Unlink Account From Site.

Unlink Account From Site

Accounts in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be created under the correct Account. If you want to cancel a link between an Account and a Site, you can use two methods:

Use the GFI MAX Account Link Manager (recommended, this way you can see the linked Site details before removing the link):

  1. In the Accounts Window, go to Accounts > Tools > GFI MAX Links Manager.
  2. In the Window which opens hit the Linked Records tab to find Accounts which are already linked.
  3. This tab displays a list of Accounts linked to Sited and displays the linked Site details in the bottom pane (if the details are available). This list gets updated every hour.
  4. Select the Account you want to unlink, and click Remove Link.
  5. Note: Some Accounts may be listed more than once in the Linked Accounts tab, if they are linked to multiple GFI MAX sites. Each link can be removed separately.

OR use the quick option:

  1. In the Accounts window, find the Account you want to unlink.
  2. Go to Accounts > Tools > Remove Link between CommitCRM Record and GFI MAX.
  3. If the Account is linked to more than one site, ALL links will be removed.

Note: Removing the link between the Account and the Site in GFI MAX will also result in removing the links between the Account's tickets and assets to the ones in GFI MAX.

Link Asset to Device

In order for Tickets arriving from GFI MAX to be linked to the correct Asset, you must create an association between Devices in GFI MAX to Assets in CommitCRM, or create an Asset in CommitCRM for this Device.

Use the GFI MAX Links Manager Window to create the association:

  1. In the Assets Window, go to Assets > Tools > GFI MAX Links Manager.
  2. In the Wizard which opens you can find a list of available un-linked Devices from GFI MAX. This list gets updated every hour.
  3. Select the Device you want to link, and click Next. The following screen appears:
    File:GFI MAX link asset wizard step 2.gif
  4. Find Asset:
    1. Find the equivalent Asset using the search options:
      1. Search by name.
      2. See Assets recommended by the system based on the Device name.
      3. Once you have chosen the Asset, click Link to Asset.
    2. OR create a new Asset based on the Device details(*).

(*) Note: When creating a new Asset in CommitCRM based on the Device from GFI MAX, the following fields are copied: Device Name, Serial Number and Manufacturer. Other technical device details are copied to the Asset Note field.

At this point the Asset and Device are linked.

To cancel the link between the Asset and Device, hit the Linked External Records tab to find the Asset and remove the link. See Unlink Asset From Device.

Tip

Note that new Devices that are created in GFI MAX are not added automatically as Assets in CommitCRM. You should review the GFI MAX Links Manager from time to time and see if there are any new un-linked devices. If so, link them to an Asset in CommitCRM or create a new Asset in CommitCRM based on them.

Unlink Asset From Device

Assets in CommitCRM must be linked to Sites in GFI MAX in order for Tickets to be linked to the correct Asset. If you want to cancel a link between an Asset and a Device, you can use two methods:

Use the GFI MAX Links Manager (recommended! this way you can see the linked Site details before removing the link):

  1. In the Asset Window, go to Assets > Tools > GFI MAX Links Manager.
  2. In the Window which opens hit the Linked External Records tab to find Assets which are already linked.
  3. This tab displays a list of linked Assets in CommitCRM and displays the linked Device details in the bottom pane. This list gets updated every hour.
  4. Select the Asset you want to unlink, and click Remove Link.

OR use the quick option:

  1. In the Assets window, find the Asset you want to unlink.
  2. Go to Assets > Tools > Remove Link between CommitCRM record and GFI MAX.



Ticket Creation from GFI MAX Failed Checks

Only after installing the CommitCRM RMMServer, linking between Accounts and Sites and enabling the Integration, will the Ticket creation come into action.

Once enabled, failed checks arriving from GFI MAX automatically create a Ticket in CommitCRM.

A standard(*) automatic Ticket creation process includes:

  1. Failed check arrives at CommitCRM.
  2. Ticket is created in CommitCRM.
  3. Ticket is linked to Asset.
  4. Ticket appears in CommitCRM Tickets Inbox.

Once the Ticket is created in CommitCRM it is managed only in CommitCRM.

New Ticket

New Tickets are automatically created by CommitCRM RMM server from failed checks arriving from GFI MAX.

The new Ticket in CommitCRM includes:

  1. Ticket description taken from the GFI MAX description.
  2. Ticket is assigned to the Account manager for this Account (if defined). Otherwise the Ticket Manager is taken from Default Ticket Manager defined in Tools > Options > Tickets (Admin) > Default Manager.
  3. History Note is automatically added to the Ticket with the creation date and time from GFI MAX.
  4. Ticket is linked to the relevant Asset. If the system cannot determine the Asset, the GFI MAX Device details are added as a note to the Ticket. See more details in Device Not Linked to Asset.

After the Ticket is created it is automatically added to the Tickets Inbox.

Ticket Updates

When working with the CommitCRM-GFI MAX Link, Tickets are managed only in CommitCRM.
Check status changes in GFI MAX result in a History Note under the Ticket History tab in CommitCRM.

Check status changes include:

  • Check failed again.
  • Check succeeded.

Each Ticket update that is a result of a check status change in GFI MAX pushes the Ticket into the Tickets Inbox, so technicians can easily see the updates. This integration helps you make sure you do not miss any events and always provide your customers with the best service.

Closing Tickets

Closing or canceling a Ticket in CommitCRM will close the Ticket in CommitCRM without affecting anything regarding the failed check in GFI MAX.

Ticket Creation – Special Cases

In case the Site or Device is not linked to the equivalent Account and Asset in CommitCRM, the Ticket will still be created, and the missing entity will be handled by the system in the following manner:


Ticket from Unknown Site

In case a check arrives from GFI MAX for an anonymous Site which is not linked to any Account in CommitCRM, a new Account is automatically created with the name: [GFI MAX AUTO CREATED] + Site name in GFI MAX.

For example, a failed check in GFI MAX for a site called "ACME company", the Account which is automatically created for this site will be called: [GFI MAX AUTO CREATED] + ACME company

If such an Account already exists in CommitCRM (from previous tickets), the new Account will still be created, so multiple Accounts with the same name may exist in the system.

The Ticket is then created and linked to this automatically created Account. New GFI MAX failed checks for this Site will also be linked to this Account as long as a permanent Account is not created for this Site.

When technicians find this Ticket, they should:

  1. If a "real" Account already exists for this site, merge both Accounts to the master CommitCRM account for this site.
  2. If this site is new and does not exist in CommitCRM, make this the master Account for this site, and rename it to its real name.
  3. After the merge, all links to GFI MAX Sites will be merged into the Master Account so there is no need to re-link the Account to the Site.


Device Not Linked to Asset

In case a failed check arrives from GFI MAX and is linked to a Device which is not linked to any Asset in CommitCRM:

  1. The Ticket is created and linked to Account.
  2. Device details are filled in the Ticket Description.



GFI MAX Skip Rules

GFI MAX Skip Rules tell the system which automated failed checks (which were received from GFI MAX) can be skipped and ignored, and no Ticket will be created for them in CommitCRM.

Using the Skip rules, you can define a condition in which the system will ignore failed checks that you don’t want any Ticket created for. All failed checks are still reported to the RMM Event Log, for better control over the events.

When to use Skip Rules?

The Skip Rules should be used to ignore unnecessary Tickets. For example, server CPU utilization of 80% or more might create a failed check and a CommitCRM Ticket, however, a few moments later the CPU goes back to normal and the issue is “resolved”.


Define Skip Rules

To define Skip rules, go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.

To add a new rule:

  1. Click the New button. The New Skip Rule Details Window opens.
  2. In this window, defined the condition in which the system should ignore a failed-check.
    Use the following options:
    1. Device Type - use this field to determine for which device type the system should skip the check. Options are:
      1. Workstation (default).
      2. Server
        For example, you may want to skip only reports arriving from Workstations, while the same reports arriving for a Server should create a Ticket.
    2. Check Occurrence - determines for which failed-check occurrence to ignore the check. The options represent the available occurrences as defined in GFI MAX. You can ignore all (using the “Any” option) or specific occurrence check. For example, you may want to ignore the 24X7 checks, thus creating Tickets only for periodic checks.
      Options are:
      1. Any (default)
      2. Daily Safety Check
      3. 24x7 (happens all day in a defined frequency)
      4. Automated Task
    3. Check Type - use this field if you want to skip only a specific check type, as appears in GFI MAX. You can ignore all check types (leave <Any> selected) or choose the Check Type from the drop-down list.
    4. The name of the check includes - use this option to skip a specific check based on its name. Leave this field empty if you do not want to skip a check based on its name.
    5. Threshold - for server reports (this option appears only when “Server” is selected in the first line), you can define the minimal time or number of reports to wait before creating a Ticket. If defined, the system will evaluate each failed-check report, and see if it has reached the threshold before creating the new Ticket.
      Possible options are:
      1. None (default)
      2. The first report on this problem started less than: X hours, X minutes ago.
      3. So far the check has failed less that X times.
    6. Click OK to save your changes and add the rule.
    7. Once done, click OK in the main RMM Rules Management window to save your changes.
    8. The changes made to the GFI MAX rules will take effect once the CommitCRM RMMServer service is automatically updated with the new information. This can take up to several hours, depending on the polling interval of the server.

If you want the changes to take effect immediately, restart CommitCRM RMMServer service on your server. See more details in Install CommitCRM RMMServer Service.


Delete Skip Rule

To delete a Skip rule:

  1. Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
  2. Select the rule you want to delete and click the Delete button on the right.
  3. The rule will be deleted immediately (no confirmation message will appear).

Edit Skip Rule

To edit an existing Skip rule:

  1. Go to Settings > RMM Integration > GFI MAX > Failed Checks Skip Rules.
  2. Select the rule you want to edit and click the Edit button on the right (or double-click the rule).
  3. The Skip Rules Details window opens.
  4. Edit the Rule and click OK to save your changes.


GFI MAX Event Log

GFI MAX Event Log reports all events received and sent by the GFI MAX integration, including arriving failed checks, skipped failed checks and failed-check updates.

Using the log users can accurately follow incoming checks, see checks that were skipped (no ticket created) and review all activity with GFI MAX in a single window.

RMM Event Log Window

The main window shows all RMM events in a list format. Each line shows:

  • RMM Application name
  • Time on the event (Logged At)
  • Event Description.
  • Event Type

Double clicking each entry opens a detailed window:

  • Status - Ticket Created, Skipped or Updated.
  • External Application Name - The external application name, i.e. GFI MAX.
  • Description - shows the description of the event. The description varies according to the event type:
    • New Ticket - shows the new Ticket number.
    • Ticket Update - shows the Ticket number and the update (resolved or updated with a history note)
    • Ticket Skipped - shows message details relevant for the skip rule:
      • Client Name, Site Name, Device Name
      • Skip Rule details: Device type, Check Occurrence, Check Type, Check Name Includes, Time Threshold, Count Threshold.
    • Technical Details: shows the actual XML that was received by the GFI MAX integration.
    • For skipped rules, users can review the rule in the description together with the details in the XML transaction, to conclude why the failed-check was skipped and no ticket was created.



Troubleshooting

In case CommitCRM RMMServer fails to download Sites and Devices details, the system will show the user a message when opening the GFI MAX Links Manager (e.g. from Accounts > Tools > Open GFI MAX Links Manager).

First, make sure all setup and installation steps were performed properly:

  1. Initialize GFI MAX API Key and verify GFI Max server URL.
  2. To verify your API key and Server URL you can have them sent to you by email. To do this, in 'Email API Token to' enter your email address and click 'Email Token'. The API Key and respective GFI MAX Server URL will be sent to the specified email.
  3. Install CommitCRM RMMServer.
  4. Validate CommitCRM RMMServer downloads GFI MAX Sites and Devices to the CommitCRM server.


See full details in CommitCRM Setup.

Click to watch a video created by GFI that outlines the steps for integrating GFI MAX and CommitCRM.


If all steps were completed, it is possible the CommitCRM RMMServer has failed to pull the files due to an error. To check this please log into CommitCRM client and from the menu select Tools > System Tools > Advanced > Check for Server Side Error Reports.

If no error file exists at this location, please contact CommitCRM Support for further assistance.


After the initial setup, to start working with the GFI MAX Link, you should complete the following steps:

  1. Link Accounts and Assets in CommitCRM to Sites in and Devices GFI MAX .
  2. Enable GFI MAX Integration.

See full details in CommitCRM Setup.

CommitCRM Privileges

In order for a user to manage GFI MAX Links (with Sites and Devices) the user should have GFI MAX Integration Privileges.

User without privilege for GFI MAX will not be able to link and unlink GFI MAX Sites and Devices. The user will be able to view the GFI MAX Links Management Window in order to see the unlinked and linked Sites and Devices, however, the window will open for read-only purpose.

To give a user the ability to update links, they need to have the GFI MAX Integration Privilege:

  1. Find the user's Privileges Group from the Employee's window > Employee Tab.
  2. Then check that the Privileges Group includes the GFI MAX Privilege:
    1. Go to File > Users & Privileges > Privileges.
    2. Choose the relevant group from the drop down menu and make sure that the RMM-Zenith, GFI MAX Integration privilege is selected.

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