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Agenda
ReviewsevenSiebel8.0 upgradeprojects. Understandwhatwent wellandwhatwentwrongontheprojects. well and what went wrong on the projects IdentifycommontrendsinsuccessfulSiebel upgradeprojects. upgrade projects. Identifymistakesmadeonupgradeprojectsand howtoavoidthemonyourupgrade. Learnlessonsfromtheseupgradeprojectsyou canapplytoyournextSiebelupgrade.
Saturday, January 17, 2009
Copyright Ponder Pro Serve, Inc 2008
RobertandPonderProServe
JoinedSiebelin1998. SpecializedinSiebelupgradesandperformancetuning p pg p g whileatSiebel. LeadingspeakeronSiebelupgradeswhileatSiebel. Works in the field helping customers perform Siebel WorksinthefieldhelpingcustomersperformSiebel upgradesandtuneSiebelperformancewithgroupof trustedformerSiebel/Oraclecolleagues. C CurrentlyworksforPonderProServe.Smallconsulting l k f d S S ll li companywithtrueexpertsinSiebel. p p DedicatedOraclepartnerandTwoStarOAUGpartner interestedinmakingSiebelcustomerssuccessful.
SevenSiebel8.0Upgrades
# 1 2 Industry Pharma Retail Duration 4months+ 3 4 months + 3 months 14months Customizati on NearlyOOTB Nearly OOTB Extreme customizatio n Medium w/ eScriipt Mediumw/ eScript S i t Mediumw/ eScript Mediumw/ eScript Mediumw/ eScript Extreme customizatio n Highlights Upgraderescue Upgrade rescue Themostchallenging 6 to8upgradeever! Normalupgradethat hitmajorissue Normalupgrade Largeuserbasewith remote Normalupgradewith specificchallenges Normalupgradewith specificchallenges j p Projectindeeptrouble Version 7.5 > 8 0 SIA 7 5 >8.0SIA 6.2> 8.0SEA
3 4 5 6 7 8
Ranged from what should have been a very Rangedfromwhatshouldhavebeenavery straightforwardupgradetothemostcomplexSiebel 8upgradeweareawareof. Whiletherewascommonalityacrosstheprojects thereweremanyuniquechallengesfacedbyeach upgrade. Noneoftheupgradeswereeasy. ManyoftheupgradesalsoincludedDBMSupgrades toOracle10.2.0.3/10.2.0.4. to Oracle 10 2 0 3/10 2 0 4 Manyoftheupgradesrequiredsignificantworkto getperformancewhereitneededtobe. Ourinvolvementvariedfromprimesystem integratorto911upgradesupportwhenserious issueswereencountered.
Saturday, January 17, 2009
Copyright Ponder Pro Serve, Inc 2008
SummaryoftheProjects
OutlineforEachProject
Companybackground Previousupgradeexperience Previous upgrade experience Projectgoals/objectives Majorchallengesfaced j g PPSroleontheproject Teamsize Projectduration Surprises Thingsthatworkedverywell Mistakesmade Keylessonslearned K l l d
Copyright 2009 Ponder Pro Serve 6
SomePPSSiebelUpgradeBestPractices
Maketheverybestdecisionspossibleonyourupgrade projectandremembertherightdecisionsarenot alwaysobvious. y Taketimetoplanandestimateyourupgradeprojectby doinganupgradeassessment.Weliketoincludea proofofconceptupgradethatformsthebasisforour proof of concept upgrade that forms the basis for our levelofeffortestimate. BuildnewSiebeldev,testandprodandupgradeacopy ofyourproductiondatabaseleavingtheoldSiebel f d ti d t b l i th ld Si b l enterpriseintactandreadytouseifneeded. Startperformancetestingearlysincefixingissuessuch asmemoryleakscantakealongtime. Besuretodopracticerunsofyourproduction upgrade.Practicemakesperfect. upgrade. Practice makes perfect.
Saturday, January 17, 2009
Copyright Ponder Pro Serve, Inc 2008
PPSSiebelUpgradeBestPracticesCont
Testyourapplicationthoroughlyinyourupgradednew productionenvironmentandnotjustinyourtest d ti i t d tj ti t t environment.Requirescarefulplanningtobeableto testinnewprodanddoyourpracticeruns. p y p Getthebesthelppossibleonyourupgradeproject. Keepteamsizesmall.Youdon'tneedanarmyof consultantstodoyourSiebelupgrade. Avoidanylastminutechangestoyourpracticed upgradeprocedure,SRF,etc. upgrade procedure SRF etc Dontletmeetingyourdeadlinecauseyoutomakebad decisions.
Saturday, January 17, 2009
Copyright Ponder Pro Serve, Inc 2008
Pharma7.5>8.0SIA
EMEAPharmaceuticalcompanywithsmallITstaffandafewhundredcall centerusers. PPSreceivedemergencycallthatSiebel8QAupgradewouldnotwork afterseveralfailedattemptstorunit. after several failed attempts to run it Whenweengagedtheprojectteamwas"gutting"theSiebelupgrade scriptsanddeletednumerousSQLstatementsinalastditcheffortto make/forcetheQAupgraderun. Nearvanilla.Shouldhavebeenaveryeasyupgradebutwasnot! ll h ld h b d b AftersomeresearchwerealizedthattheSEAversionofSiebelwasusedto runthedevupgradesoalltheSIAtablesfor7.7,7.8and8.0weremissing! HardtotellatfirstsinceSEAwasinstalled,devupgraderan,thenSEAwas Hard to tell at first since SEA was installed dev upgrade ran then SEA was uninstalledandSIAinstalledsoeverythinglookedcorrectindev. ConsultantfromlargeSiebelconsultingcompanyadmittedthiswasthe casebutonlyafterwehadundeniableproof.Saidhewonderedifitmight causeaproblem. cause a problem Wererantheupgradecorrectlyinourlabsinordertosavetimeandgave thecustomeranupgradedSiebelSIAapplicationwiththemajorityofthe kinksworkedoutinjustafewdays.
LessonsLearned
Besureyouknowwhoisrunningyourupgrade."We"havedoneanumberof upgradesmaynotmeantheactualpeopledoingyourupgradehaveeverrun anupgradebefore. Besurethepersonrunningyouupgradeknowstheprocess,hasread bookshelfandhasdoneaSiebelupgradebefore.Wethinkthisconsultant mayhaveworkedononeormoreupgradesinaconfigurationrolebutwas notfamiliarwiththeserverinstallationtasksandtheactualrunningofthe upgrade. Askforandcheckreferencesonallyourconsultantseveniftheyarefroma A kf d h k f ll lt t if th f companyyouknowandtrust. NeverunderestimateanySiebelupgrade.Alargeconsultingcompanysent someonewhowasnotuptothechallengebecausetheyknewthe implementationwasnearlyOOTBandthoughtthiswouldbeaneasyproject. implementation was nearly OOTB and thought this would be an easy project Thisupgradeisvanilla youcanhandleit.Not! BeverycarefultogetyourSiebelversioncorrectwhenbuildingimages.We haveseenthewrongversionofSiebelimagedandeveninstalledatafew customersites. customer sites TheSiebelupgradenormallyrunsverysmoothlyintest.Ifitdoesnotthen tryingtodeleteSQLstatementsthatarefailingfromtheupgradescriptsis nevertheanswer. KnowwhattoexpectwhentheSiebelupgraderuns. Know what to expect when the Siebel upgrade runs TestingonSiebelupgradesishugeandrepeatingitisexpensive.
Copyright 2009 Ponder Pro Serve 10
Retail6.2>8.0SEA
DidnotwanttousethecommonbigbangapproachtoSiebelupgradessince Did h bi b h Si b l d i Siebelranthiscompany'sbusiness. NeededtoconvertlargebodyofSiebelVBtoeScript. Projectstartedoutonversion7.8andthenmovedto8.0soonafter8.0was initiallyreleased. i i i ll l d Projectencounterednumerous8.0productissuesthathavesincebeenfixed. ThankstothisprojectSiebel8isverysolidtodayforothercustomers. ExtensiveOracle10gtuningperformed.ThisiswherewedevelopedthePPS init.orarecommendedparameters.Zerostoredoutlinesrequiredanddidnothave d d d l d ddd h todropstatsonzerorowtables. Incorrectserverarchitectureinitiallyconfiguredandhadtoberedone. UpgradealsorequiredGenesys upgradetoGPlus 7.5andweprovidedthesupport forthiseffort.
Copyright 2009 Ponder Pro Serve 11
Copyright Ponder Pro Serve, Inc 2008
LessonsLearned
ZerodowntimeSiebelupgradesarepossiblebutarenoteasy. HavingaSiebel6.2and8.0applicationcoexistandsharedataispossible andwasakeytomakingthisSiebelprojectsuccessful.BigbangtoSiebel 8.0wouldhavefailed.CoexistenceallowedSiebel8issuestoberesolved 8 0 would have failed Coexistence allowed Siebel 8 issues to be resolved asusersslowlymigratedoffversion6. Don'tunderestimatetheamountoftimeforSiebelupgradetuningifyou haveaverylargeSiebeldatabasethatwillbesignificantlyimpactedbythe upgrade.Forthiscustomerthefirstupgrade(2stepsincewecameallthe upgrade For this customer the first upgrade (2 step since we came all the wayfrom6.2)requiredfour(4)weeksjusttorunfortheinitialbaseline beforetuningcouldbegin. Don'tunderestimatethetimerequiredtoconvertlargebodiesofSVBto eScript,evenwiththehelpofPPSToolsHelper. h h h l f l l SiebelSTengineismuchbetterthanoldTenginebutdoesbehave differentlyinanumberofways. Properuseoftheoffshoremodelispossibleandforthiscustomerit Proper use of the offshore model is possible and for this customer it meantstayingincontrolofworkandcarefullymanaginghowtheoffshore teamfixedeachgiventypeofproblemwiththeconvertedeScriptcode. WewereallsurprisedbytheinitialproductdefectswefoundwithSiebel 8.0andarehappytoseethesehavesincebeenaddressedbyOracle. 8 0 and are happy to see these have since been addressed by Oracle
Copyright 2009 Ponder Pro Serve 12
Copyright Ponder Pro Serve, Inc 2008
Anotherrepeatcustomer.AsSiebelemployeeswehelpedthemwiththeir7.5upgradegoliveafter Another repeat customer As Siebel employees we helped them with their 7 5 upgrade go live after theyhadaverylongupgradefrom6.x. Didaverythoroughupgradeassessmentthatincludedwalkingusersthrunewproductfeaturesof7.7, 7.8and8.0.Alsoincludedaproofofconceptupgradeanddemonstratingcustomer'sapplicationin 8.0. WewereallsurprisedbythechangesinSiebelDataQuality.NewSiebelDQAPIismuchbetterthan We were all surprised by the changes in Siebel Data Quality New Siebel DQ API is much better than oldscriptbasedapproachbut300KnewlicensingfromDQvendorwasnotexpected. Upgradewentverywelloverall.Customerwasverysurprisedhowquicklyapplicationwasupgraded andreadyfortesting.WeusedproprietaryadvancedtechniquesandPPSToolsHelpertoquicklyfix manycommonSiebelupgradeissues. ImproveddesktopintegrationtouseSiebelwebservicesinsteadofCOMinterfacesforincreased I d d kt i t ti t Si b l b i i t d f COM i t f f i d performanceandstabilityaspartoftheproject. Followedallbestpracticesexceptdidnotspendasmuchtimetestinginnewprodenvironmentaswe couldhave. PriortogoliveexperiencedseverecrashproblemsrelatedtonewDQmodulethatDQvendorfixed priortogolive.Thiscausedourinitialgolivedatetobemissed. i li hi d i i i l li d b i d HittwoCTIrelatedcrashesduringprodgolive.OnewasfixedforOracletheotherwasfixedby changingcustomeScriptcodethathadabug.Neitherofthesecrasheswereeverencounteredduring testing. SpentextensivetimetuningOracle10gforoptimalperformance.ImplementedPPSinit.ora recommendationsandstatisticsstrategy.Zerostoredoutlinesanddidnothavetodropstatsonzero rowtables. UpgradealsorequiredupgradetoGPlus 7.5.
Finance7.5>8.0SEA
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LessonsLearned
Evenwithadetailedupgradeassessmentyoucanstillrunintosurpriseslikethe DQAPIchangethatwewerenotawareofatthetime. Bringyour"A"gamefortheproductiongolive.Haveadvanceddebuggingtools installedandreadytogoaheadoftimetobeabletotroubleshootproduction installed and ready to go ahead of time to be able to troubleshoot production crashesinsteadoftryingtolearnhowtodothisafterthecrashesstart. Weimplementedautomatedlistingofactivetasksevery30minutes.Made trackingdownlogfilesforusersreportingissueshourslaterverysimple.Laterwe learnedofs_srm_task_hist whichgivesmuchthesameinfobutdoesnotavailable g aslongasthesavedactivesessioninfo. Evenhighlycustomizedapplicationscanbeupgradedfairlyrapidlywiththeright toolsandtechniques. p g STeScriptenginedifferencesshouldnotbeunderestimated. AutomatingpostupgradeSiebeladmintasksisworththeeffort. Automatingverificationofpostupgradetasksisalsoworththeeffort. HugeperformanceimprovementspossibleonSiebel7.5upgradesbutyouhaveto investthetimeintuningtorealizethem. invest the time in tuning to realize them CustomerscanperformtheSiebelupgradewiththeirownstaffaslongastheyget somespecializedSiebelupgradeassistanceandhelpontheirmoredifficult problemsencountered.
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HighTech7.5>8.0SEA
Wereceived911calldayspriortogoliveonthis upgradethataseverememoryleakexisted. upgrade that a severe memory leak existed Workedwithcustomertoidentifyrootcauseof memoryleakandsubmittedOOTBtestcaseto memory leak and submitted OOTB test case to OracleTechnicalSupporttoreproduce. GotgreatsupportfromOracleonexpeditedQF g pp p Q butgolivedatewasstillmissed. Customerwillgoliveon8.0soonandishappy withupgradealthoughtheydidmisstheirinitial targetdate.
Saturday, January 17, 2009
Copyright Ponder Pro Serve, Inc 2008
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LessonsLearned
Don'twaituntiltheveryendofyourprojecttoperformload testing.IfOraclewillrequire46weekstoproduceaQFyoushould factorthatintoyourtestplans. factor that into your test plans Fairlyeasytospotmemoryleaksbeforeloadtestingifyouknow whattolookfor. Workarounds are possible for some Siebel issues In this case we WorkaroundsarepossibleforsomeSiebelissues.Inthiscasewe hadtwoworkarounds forthememoryleakissuethatworkedjust fineforothercustomersbutforthiscustomerneitherofthetwo workarounds wereviable. TestingSiebelisthebiggestpartofmostSiebel8upgrades.Third workaroundcouldnotbeusedsinceitwouldhaverequiredtoo muchtesting.HadtowaitforQFfromOracle. T t th bi TestthebiggestpartsofyourSiebelarchitectureearlyandmake t t f Si b l hit t l d k suretheyworkcorrectly.ForthiscustomernavigatedGotoView wastheakeycomponentoftheirarchitecture.
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Insurance7.5>8.0SIA
Begantalkingwiththiscustomerviaawordofmouthreference anotherupgradecustomergave.Weengagedtohelpwithodds andendsofspecializedtaskscustomerandtheirSIwerenotfully preparedtohandle.Mainlyadvancedtroubleshooting,running PPSToolsHelperandSQLRecord/Playback. Customer uses DB2 and has a large number (10 000) of remote CustomerusesDB2andhasalargenumber(10,000)ofremote users. UpgradewentprettywellbutdidrunintoafewSiebelproduct defects.Ultimatelyallproductdefectswereaddressed. y p Siebel8.0applicationfindwasamajorissueforthiscustomer.End usersdidnotlikenewfunctionality. Upgradewasscheduledtogoliveinearly2009butwilllikelygolive later.Currentlyevaluating8.0.0.5.
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LessonsLearned
AgivenSiebelproductdefectthatmightnotmatter verymuchatallforonecustomercanbeatotalshow very much at all for one customer can be a total show stopperforanothercustomer.E.g.ImmediatePost Changebuttondoubleclickwashugeonthisupgrade butdidnotmatteronotherupgradeswewere involvedwith. Siebel upgrades are critical projects that can make or Siebelupgradesarecriticalprojectsthatcanmakeor breakacompany'sabilitiestodobusiness.Ifthings don'tgoperfectand/orifthereareexternalforcesat workdon'tbesurprisedifyourupgradegetsdelayed kd ' b i d if d d l d untilthebusinessfeelsthetimeisright.
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Pharma7.8>8.0SIA
ThiscustomerlikestobeonthecurrentSiebelversionandusesSiebelglobally. Oracle10g(10.2.0.4)upgradeandUNICODEupgradeincludedaspartofthis upgrade. TechnicalupgradewithseveralnewfeaturesaddedtoSiebelimplementation. Technical upgrade with several new features added to Siebel implementation Allupgradebestpracticeswerefollowed. AllenvironmentsincludingproductionranonVMwareESX.Thisistheveryfirst customerintheworldweknowofwhorunseverythingonvirtualmachinesin production. production Thesagaofthechangedapplicationfind.WhydidOracledothat?Wedeveloped acustomsearchcenterthatlooksandworksexactlylike7.8did(butwerejust barelyabletodoso). ExtensiveOracleperformancetuningperformedaspartofthisupgrade.Zero Extensive Oracle performance tuning performed as part of this upgrade Zero storedoutlinesanddidnotneedtodropstatsonzerorowtables(again).PPSSQL Record/Playbackusedtoconfirmmovingfrom10.2.0.3to10.2.0.4wouldactually improveperformance! Refactored problematic eScript as part of fixing other issues related to ST engine problematiceScriptaspartoffixingotherissuesrelatedtoSTengine. ExistingmemoryleaksrelatedtobadeScriptallfixedaspartofthisupgrade. Customerrelationshipbeganwith911emergencycallontheir7.8upgraderelated toOMcrashesinproduction. Currentlyevaluating8.1.1andOracle11. C tl l ti 8 1 1 d O l 11
Copyright 2009 Ponder Pro Serve 19
LessonsLearned
MigrationtoSTenginenottobeunderestimatedespecially ifanyexistingcodeisnotasbeautifulasitcouldbe.Inthis caselackofpropertry/catch/finallygaveusalotofissues. case lack of proper try/catch/finally gave us a lot of issues Oraclecanchangeexistingfunctionalityinwaysyoudon't expectthatmightnotbewhatyouwantsuchasthe applicationfind. li ti fi d Sameissueofchangesthatdidnotmatteratalltoother customersbeinghugepotentialshowstoppersforother customers. t HavetobeverycautionswhenapplyingSiebelQFs. AgainweseethattestingisahugepartoftheSiebel g g g p upgrade.CostoftestingaQF=$$$k. 10.2.0.3clientwithpatch7and10.2.0.4serverworkswell.
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Finance7.5to8.0SIA
Beganprojectin2007butprojectputonholdandstartedbackupin2008 withaDec25,2008productiongolive. SiebelFinanceapplicationusedovertheInternettomembercompanies. Siebel Finance application used over the Internet to member companies Oracle10gupgradeincludedaspartoftheupgrade. PPSinit.oraandstatisticsstrategy.Havetoproveperformancebetter whenyourrecommendationsaredifferentthanSiebel/Oracle. StatisticschallengesrelatedtoSiebelRemoteandS_DOCK_INITM_xx. ExtensiveOracleperformancetuningperformedaspartofthisupgrade. Customerperformedupgradeontheirownwithhelpfromusatthevery beginningduringdevupgrade,productiongoliveandoccasionalhelp beginning during dev upgrade production go live and occasional help duringremainderoftheproject. Practicedproductionupgrademanytimesandworkedoutallissues. g Productiongoliveassmoothaswehaveeverseen.NoneventforIT. MainissuereportedwasendusersneededtoaddnewURLtotrusted sites. Usersveryhappywithnewapplicationandnoticeditismuchfasterthan before.
Copyright 2009 Ponder Pro Serve 21
LessonsLearned
Customer'sstaffcanperformtheSiebelupgradewithjustalittle specializedhelp.PPShelpedwithupgradeandSiebelTAM/EShelpedwith otherkeytasks. Havingalong4dayweekendtoperformtheSiebelupgradeisverynice andallowsplentyoftimetogeteverythingdone. Oraclestatisticsstrategyiskeybutthegeneralrecommendationsof softwarevendordidnotworkwell.E.g.Siebeldocumentationdoesnot software vendor did not work well. E.g. Siebel documentation does not mentionsystemstatisticsandothertopicskeytogettingexcellent performanceonOracleCBO. PPSSQLRecordveryeffectiveatidentifyingandprioritizingproblemSQL. Siebelupgradescangoverysmoothlyifyouplanandexecutethem Si b l d thl if l d t th correctly. GoogleAnalyticsveryhelpfulforHIapplicationsdeployedoverthe Internet.Excellentusageandbrowsercapabilitytracking. StickyManagertechniqueworkedextremelywelltocoordinate dependenciesbetweendifferentgroupsongoliveweekend. SmallteamsizeagainprovestobeveryeffectiveonSiebelupgrades.
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Telco6.3to7.8SIA
HighlycustomizedTelco. TalkedwithcustomertwoyearsprioraboutSiebelupgrade planningbutwasnotinvolvedwithactualupgrade. planning but was not involved with actual upgrade Receivedemergency911callthateConfigurator performancehas horribleandintendedgoliveismidJanuary2009.Firsttimewe havespokenwiththiscustomerintwoyears! have spoken with this customer in two years! Thiscustomerwasalsointheprocessofjustbeginningupgrade tuningwithjustonemonthtillplannedproductiongolive. Basedonthelittleweknowthisprojectisheadingforprobable p j g p trouble. Customerhasnotyetengagedustohelp.Weareprettysurethis projectwillbedeliveredlateandwillneedagoodbitofwork (months)inordertogolive. (months) in order to go live
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LessonsLearned
Severeperformanceproblemsshouldbeidentifiedearlyinthe upgradeprocess.Realizingyouhaveshowstoppingperformance issuesonemonthpriortogoliveisnotacceptableandcanbe issues one month prior to go live is not acceptable and can be avoided. Don'tignorebadperformanceindev,testandotherenvironments. If you think you might need Siebel upgrade performance tuning IfyouthinkyoumightneedSiebelupgradeperformancetuning startearlyandbewareofthedangersofmodifyingtheSiebel providedupgradescripts. Projectissues/problemsareprettyeasytospotbutyouhaveto knowwhattolookforandnotignore/denythem. k h l kf d i /d h Thenumber1worstmistakeyoucanmakeistoletthepressureof yourprojectdeadlinecauseyoutoattempttogolivewhenyouare notready.Disasterwaitingtohappen.Search Siebelupgrade not ready Disaster waiting to happen Search Siebel upgrade snafusforaprimeexamplefrom2003.
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Questions&Answers
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Resources
DatabaseUpgradeGuide. Oracle Online Community (Ospace) is now live and can be OracleOnlineCommunity(Ospace)isnowliveandcanbe foundat:
http://www.oracle.com/applications/community/index.html. ThereisaforumcalledInstall/Upgrade/Manage
SupportWeb>InstallationandUpgrade>Install/Upgrade Portal,especiallyAlert1322:Siebel8.0Upgrade Important Portal especially Alert 1322: Siebel 8 0 Upgrade Important StepstoaSuccessful8.0Upgrade. http://www.ponderproserve.com/support.htmlforseveral otherdetailed.ppt,especiallyPartI&IIOAUGwebseminar.
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ContactInfo
RobertPonder Robert Ponder PonderProServe,Inc. rponder@ponderproserve.com d @ d 770.490.2767
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ToDo
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