lccosticketmanager manual - lower columbia...

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Lower Columbia College

lccOSTicketManager Manual

Contents

Description ................................................................................................................................................................................... 2

lccOSTicketManager ................................................................................................................................................................. 2

Installation .................................................................................................................................................................................... 3

Using ............................................................................................................................................................................................ 3

Starting with a Logic File ........................................................................................................................................................... 3

Logic File Description/Syntax ...................................................................................................................................................... 3

Logic File ...................................................................................................................................................................................... 4

Program Modes .......................................................................................................................................................................... 18

Create Users ........................................................................................................................................................................... 18

List Users ................................................................................................................................................................................. 18

List User Accounts ................................................................................................................................................................... 18

List User Emails ....................................................................................................................................................................... 18

List Thread Entries .................................................................................................................................................................. 18

Rename User ........................................................................................................................................................................... 18

FAQs ....................................................................................................................................................................................... 19

FAQsAuto ................................................................................................................................................................................ 19

ResultsToFile ........................................................................................................................................................................... 19

ChangeValue .......................................................................................................................................................................... 19



Using Flags ................................................................................................................................................................................. 20

Logic File - Examples ................................................................................................................................................................. 21

Create Users ........................................................................................................................................................................... 21

List Users ................................................................................................................................................................................. 22

List User Accounts ................................................................................................................................................................... 22

List User Emails ....................................................................................................................................................................... 23

List Thread Entries .................................................................................................................................................................. 23

Rename User ........................................................................................................................................................................... 24

Performance Stats ....................................................................................................................................................................... 24

Resources ................................................................................................................................................................................... 25

Definitions .................................................................................................................................................................................. 25

Modifications .............................................................................................................................................................................. 25

Description This document describes how to use the lccOSTicketManager program.

lccOSTicketManager

is a Command Line program created to create User accounts in OS Ticket.

The programs utilizes the following Logic flow:

retrieve list of Current Users in OS Ticket

retrieve list of desired users to create

compare the two lists and use the ones that do not yet exist

create a User record

create a User Account record

update the User record with the User Account Id



create a User Email record

update the User Account record with the User Email Id

The programs creates a record in the following tables for each new user:

ost_user

ost_user_account

ost_user_email

Installation

copy the lccOSTicketManager.exe to a folder

create a Logic File, depending on the need

run the lccOSTicketManager.exe

Using Prerequisites: configure a Logic File.

Starting with a Logic File

run the lccOSTicketManager.exe lcc:logicPath [Logic File]

ex: lccOSTicketManager.exe lcc:logicPath ourLogic.txt

Logic File Description/Syntax

The Logic File is a Tab delimited text file. Any lines not recognized as a valid Key/Value pair, will be ignore and can be used as

remarks/other.

The Logic File uses the syntax. Syntax: [Key] [tab] [Value]

Example: lcc:key value



Any extra tabs in a line after the first are considered remarks and will be ignored. This is a nice way to document specific Key

settings (see Log Levels in the Logic File example(s) for reference). Also, if you place a tab before a line, that will essentially

make it a remark and will be ignored, which makes using/not using logic without removing quicker.,

Logic File

All keys can have encrypted values. To specify that a key value is encrypted, prepend the value with "[lcc:encrypted]":

If you supply encrypted keys, you must also provide these keys:

lcc:sourceEncryptedPasswordHash

lcc:sourceEncryptedSaltKey

lcc:sourceEncryptedVIKey

lcc:logPath (optional, but highly recommended)(one per Logic File)

The path/root name of the Log File. The program will place the '.log' extension automatically and will also append a

Year/Month date.

Example: lcc:logPath lccOSTicketManager

lcc:debugLevel (optional)(none to many per Logic File)

Specifies what debugging changes will take effect. Provide a new line for each level desired. Debug Levels

1 Logic Name/Values: show what Logic File names/values are loaded

2 Variables PreChange/PostChange: show what variables defined and how they look before/after adhoc

3 Username already exists in OS Ticket, skipping: show what users already exist and skipped

4 SQLRecordSet - Column: show SQL Records set and the column

5 Environment Names/Values: show computer environment variables

6 Query Command: show SQL query commands

lcc:sourceEncryptedPasswordHash (optional) (one per Logic File)

Hash value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedSaltKey’ and ‘lcc:sourceEncryptedVIKey’.

Any set of characters can be used.



Syntax: lcc: sourceEncryptedPasswordHash [tab] […]

Example: lcc: sourceEncryptedPasswordHash s0m3C00lPhr@$e

lcc:sourceEncryptedSaltKey (optional) (one per Logic File)

Salt Key value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedPasswordHash’ and

‘lcc:sourceEncryptedVIKey’.

Any set of characters can be used.

Syntax: lcc: sourceEncryptedSaltKey [tab] […]

Example: lcc: sourceEncryptedSaltKey s0m3C00lPhr@$e

lcc:sourceEncryptedVIKey (optional) (one per Logic File)

VI Key value supplied for encryption. Must be used with keys ‘lcc:sourceEncryptedPasswordHash’ and

‘lcc:sourceEncryptedSaltKey’.

Any set of characters can be used, but, must be exactly 16 characters long.

Syntax: lcc:sourceEncryptedVIKey [tab] […]

Example: lcc:sourceEncryptedVIKey s0m3C00lPhr@$e12

lcc:connectionDriver (mandatory)(none to many per Logic File)

Specifies the ODBC driver installed on the machine. This must be a '32 bit' driver, as this is a 32 bit application.

MySQL ODBC download: https://dev.mysql.com/downloads/connector/odbc

Syntax: lcc:connectionDriver [tab] [...]

Example: lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}

lcc:connectionServer (mandatory)(none to many per Logic File)

What server is hosting the OSTicket MySQL database.

https://dev.mysql.com/downloads/connector/odbc



Syntax: lcc:connectionServer [tab] [...]

Example: lcc:connectionServer 123.123.123.123

lcc:connectionServerPort (mandatory)(none to many per Logic File)

What port on the server that is hosting the OSTicket MySQL database.

Syntax: lcc:connectionServerPort [tab] [...]

Example: lcc:connectionServerPort 3306

lcc:connectionServerPort (mandatory)(none to many per Logic File)

What port on the server that is hosting the OSTicket MySQL database.

Syntax: lcc:connectionServerPort [tab] [...]

Example: lcc:connectionServerPort 3306

lcc:maxRecords (optional)(one per Logic File)

How many records to process. Usually only used in debugging.

Syntax: lcc:maxRecords [tab] [#]

Example: lcc:maxRecords 100

lcc:connectionDatabase (mandatory)(one per Logic File)

Name of the OSTicket database.

Syntax: lcc:connectionDatabase [tab] [...]

Example: lcc:connectionDatabase osticket_db

lcc:connectionUser (mandatory)(one per Logic File)

Name of the user for the OSTicket database.

Syntax: lcc:connectionUser [tab] [...]



Example: lcc:connectionUser ouruser

lcc:connectionPassword (mandatory)(one per Logic File)

Password for the user for the OSTicket database.

Syntax: lcc:connectionPassword [tab] [...]

Example: lcc:connectionPassword ourPassword

lcc:createUserEmailDomain (mandatory)(one per Logic File)

The domain added to the end of the email address for a user.

Syntax: lcc:createUserEmailDomain [tab] [...]

Example: lcc:createUserEmailDomain @ourcollege.edu

lcc:programMode (mandatory)(one per Logic File)

Instructs the program what mode will be used.

Valid Values

Create Users

List Users

List User Accounts

List User Emails

List Thread Entries

Rename User

FAQs

The columns above can be in any order or position, as you define their location with the keys

'lcc:createUserListColumn...Pos'.

Syntax: lcc:createUserListPath [tab] [...]

Example: lcc:createUserListPath E:\folder\ourUsers.txt



Example #2 (multiple):

lcc:createUserListPath E:\folder\ourUsers.txt

lcc:createUserListPath \\server\share$\ourUsers2.txt

lcc:createUserListPath (optional)(one to many per Logic File)

Program Mode Supported: Create Users

A file containing the users to create. This file must be [tab] delimited.

The following columns must be in the file:

Username

First Name

Last Name

The columns above can be in any order or position, as you define their location with the keys

'lcc:createUserListColumn...Pos'.

Syntax: lcc:createUserListPath [tab] [...]

Example: lcc:createUserListPath E:\folder\ourUsers.txt


lcc:createUserListPath E:\folder\ourUsers.txt

lcc:createUserListPath \\server\share$\ourUsers2.txt

lcc:createUserListColumnUsernamePos (optional)(one to many per Logic File)


What column # contains the Username value in the 'lcc:createUserListPath' file(s).

Syntax: lcc:createUserListColumnUsernamePos [tab] [#]

Example: lcc:createUserListColumnUsernamePos 4

lcc:createUserListColumnFirstNamePos (optional)(one to many per Logic File)


What column # contains the First Name value in the 'lcc:createUserListPath' file(s).



Syntax: lcc:createUserListColumnFirstNamePos [tab] [#]

Example: lcc:createUserListColumnFirstNamePos 4

lcc:createUserListColumnLastNamePos (optional)(one to many per Logic File)


What column # contains the First Name value in the 'lcc:createUserListPath' file(s).

Syntax: lcc:createUserListColumnLastNamePos [tab] [#]

Example: lcc:createUserListColumnLastNamePos 4

lcc:createdUserPath (optional)(one to many per Logic File)


What users have been created. This file is appended to.

Syntax: lcc:createUserPath [tab] [...]

Example: lcc:createUserPath .\createdUsers.txt

lcc:SQLRecordsSetId (optional)(one to many per Logic File)

Program Mode Supported: [Any], most likely used with FAQsAuto

Sets the Id for this SQL Records set.

A SQL Records Set Loads records from the osTicket database/table, that can then be used/referenced in other keys. For

example, you could use the record counts in a FAQs Auto set.

Paired Keys

lcc:SQLRecordsSetColumn

lcc:SQLRecordsSetQuery

Syntax: lcc:SQLRecordsSetId [tab] [...]

Example: lcc:SQLRecordsSetId ticketsClosed

lcc:SQLRecordsSetColumn (optional)(one to many per Logic File/SQLRecordsSet)




Defines what columns will be returned from the lcc:SQLRecordsSetQuery.

Use one key for each column.

Paired Keys

lcc:SQLRecordsSetId

lcc:SQLRecordsSetQuery

Syntax: lcc:SQLRecordsSetColumn [tab] [...]

Example: lcc:SQLRecordsSetColumn ticket_id


lcc:SQLRecordsSetColumn ticket_id

lcc:SQLRecordsSetColumn status_id

lcc:SQLRecordsSetQuery (optional)(one to many per Logic File/SQLRecordsSet)


Defines what query to run against the osTicket mySQL database.

See Using Flags section for adhoc values in the query, like date.

Paired Keys

lcc:SQLRecordsSetId

lcc:SQLRecordsSetColumn

Syntax: lcc:SQLRecordsSetQuery [tab] [...]

Example: lcc:SQLRecordsSetQuery SELECT ticket_id,status_id FROM ost_ticket;

Example #2 (with flags):

lcc:SQLRecordsSetQuery SELECT ticket_id,status_id FROM ost_ticket WHERE T1.created >

'[lccFlag:Date:Subtract:7]';

lcc:FAQAutoSetId (optional)(one to many per Logic File)

Program Mode Supported: FAQsAuto



Sets the Id for this FAQ Auto set.

Updates a FAQ question and/or answer.

Paired Keys

lcc:FAQAutoSetFAQId

lcc:FAQAutoSetQuestion

lcc:FAQAutoSetAnswer

Syntax: lcc:FAQAutoSetId [tab] [...]

Example: lcc:FAQAutoSetId Tickets Closed Last 7 Days

lcc:FAQAutoSetFAQId (optional)(one to many per Logic File, one per FAQAutoSet)


Sets the FAQ Id to use when updating a FAQ.

Paired Keys

lcc:FAQAutoSetId



Syntax: lcc:FAQAutoSetFAQId [tab] [...]

Example: lcc:FAQAutoSetFAQId 25

lcc:FAQAutoSetFAQQuestion (optional)(one to many per Logic File, one per FAQAutoSet)


Sets the Question to use when updating a FAQ.


Paired Keys

lcc:FAQAutoSetId

lcc:FAQAutoSetFAQId




Syntax: lcc:FAQAutoSetFAQQuestion [tab] [...]

Example: lcc:FAQAutoSetFAQQuestion Tickets Opened (Last 7 Days)

lcc:FAQAutoSetFAQAnswer (optional)(one to many per Logic File, one per FAQAutoSet)


Sets the Answer to use when updating a FAQ.


Paired Keys

lcc:FAQAutoSetId

lcc:FAQAutoSetFAQId


Syntax: lcc:FAQAutoSetFAQAnswer [tab] [...]

Example: lcc:FAQAutoSetFAQAnswer Total: [lccFlag:SQLRecordSet:ticketsOpenedLast7Days:lccRecordsTotal]

lcc:resultsToFileSetId (optional)(one to many per Logic File)

Program Mode Supported: ResultsToFile

Sets the Id for this Results To File set.

Produce a file from results.

Paired Keys

lcc:resultsToFileSetFlag

lcc:resultsToFileSetFilter

Syntax: lcc:resultsToFileSetId [tab] [...]

Example: lcc:resultsToFileSetId Tickets-Performance-last7Days-IT

lcc:resultsToFileSetFlag (optional)(one to many per Logic File, one to many per Results To File set)




Provides different flags to the current set.


Flags Available

PerformanceStats#Path : stat type, see Performance Stats section

RecordSet : which SQL record set to use (see lcc:SQLRecordsSetId)

TicketFilterDateType : which field to use in the filter date keys (see lcc:SQLRecordsSetColumn)

TicketFilterDateStart : what start date to filter records on, ex: 11/3/2017

TicketFilterDateEnd : what end date to filter records on, ex: 11/7/2017

ThreadEventFilterDateStart : what start date to filter ticket events on, ex: 11/3/2017

ThreadEventFilterDateEnd : what end date to filter ticket events on, ex: 11/7/2017

PerformanceStatsFileArchiveTypeCopyPreviousToDate : if a report file already exists with the current name, it is

copied to the same name and the YYYYMMDD appended before it is overwritten. This comes in handy if you want

to keep archives of previous stats for looking at trends in statistics, i.e. history.

Syntax: lcc:resultsToFileSetFlag [tab] [..name..] [tab] [..value..]

Example: lcc:resultsToFileSetFlag PerformanceStats1Path \\server\share$\stats1.txt


lcc:resultsToFileSetFlag PerformanceStats1Path \\server\share$\stats1.txt

lcc:resultsToFileSetFlag PerformanceStats2Path \\server\share$\stats2.txt

lcc:resultsToFileSetFlag RecordSet ticketsPerformance

lcc:resultsToFileSetFilter (optional)(one to many per Logic File, one to many per Results To File set)


Provides filters for records to use.


Fitlers Available

TicketNumber : ticket number, ex: 1234567

DepartmentId : department id, ex: 1



Syntax: lcc:resultsToFileSetFilter [tab] [..name..] [tab] [..value..]

Example: lcc:resultsToFileSetFilter TicketNumber 1234567


lcc:resultsToFileSetFilter TicketNumber 1234567

lcc:resultsToFileSetFilter DepartmentId 1

lcc:changeValueSetId (optional)(one to many per Logic File)

Program Mode Supported: ChangeValue

Sets the Id for this Change Value set.

Change a column value.

Paired Keys

lcc:changeValueFlag

lcc:changeValueColumn

Syntax: lcc:changeValueSetId [tab] [...]

Example: lcc:changeValueSetId change tickets to closed that are resolved after 7 days

lcc:changeValueSetColumn (optional)(one to many per Logic File)


Which column to set. This is the column name defined in the key 'lcc:SQLRecordsSetColumn'.

Syntax: lcc:changeValueSetColumn [tab] [...]

Example: lcc:changeValueSetColumn ticketStatusId

lcc:changeValueSetFlag (optional)(one to many per Logic File, one to many per Change Value set)


Provides different flags to the current set.

Flags Available

ChangesLogPath : sets a log path that will record the changes made



RecordSet: which SQL record set to use (see lcc:SQLRecordsSetId)

DaysOld: if supplied, how many days old a ticket must be to be affected. If none provide, all tickets are valid

From : what column value will be searched for and changed from

To : what column value will be used as a replacement

MaxChanges : if supplied, how many records can be changed on each run (handy when testing changes), if none

provided all changes will be performed

FilterTicketNumber : filter the records by this one ticket number, handy on affecting only a single ticket

SimulationOff : by default, the program will only show what it would do, if this flag provided with 'YES' the

changes will be applied

Syntax: lcc:changeValueSetFlag [tab] [..name..] [tab] [..value..]

Example: lcc:changeValueSetFlag ChangesLogPath \\server\share$\changesLog.log


lcc:changeValueSetFlag ChangesLogPath \\server\share$\changesLog.log

lcc:changeValueSetFlag RecordSet tickets

lcc:changeValueSetFlag DaysOld 7

lcc:reportUsersPath (optiona)(one per Logic File)

Program Mode Supported: List Users

A path where Users will be written to. If none provided, they will be displayed to the screen.

The following columns will be displayed/written (tab delimited):

Id

Org Id

Default Email Id

Status

Name

Record Created

Record Updated

Syntax: lcc:reportUsersPath [tab] [...]

Example: lcc:reportUsersPath E:\folder\reportUsers.txt

lcc:reportUserAccountsPath (optiona)(one per Logic File)



Program Mode Supported: List User Accounts

A path where User Accounts will be written to. If none provided, they will be displayed to the screen.


Id

Status

Time Zone

Lang

Username

Password

Backend

Extra

Registered

Syntax: lcc:reportUserAccountsPath [tab] [...]

Example: lcc:reportUserAccountsPath E:\folder\reportUserAccounts.txt

lcc:reportUserEmailsPath (optiona)(one per Logic File)

Program Mode Supported: List User Emails

A path where User Emails will be written to. If none provided, they will be displayed to the screen.


Id

User Id

Flags

Address

Syntax: lcc:reportUserEmailsPath [tab] [...]

Example: lcc:reportUserEmailsPath E:\folder\reportUserEmails.txt

lcc:reportThreadEntriesPath (optiona)(one per Logic File)

Program Mode Supported: List Thread Entries



A path where Thread Entries will be written to. If none provided, they will be displayed to the screen.


Id

Pid

Thread Id

Staff Id

User Id

Type

Flags

Poster

Editor

Editor Type

Source

Title

Body

Format

IP Address

Created

Updated

Syntax: lcc:reportThreadEntriesPath [tab] [...]

Example: lcc:reportThreadEntriesPath E:\folder\reportThreadEntries.txt

lcc:reportFAQRecordsPath (optiona)(one per Logic File)

Program Mode Supported: FAQs, FAQSAuto

A path where FAQ records will be written.


FAQ Id

Category Id

Question

Answer



Created

Updated

Syntax: lcc:reportFAQRecordsPath [tab] [...]

Example: lcc:reportFAQRecordsPath E:\folder\reportFAQRecords.txt

Program Modes

Some modes require mySQL ODBC drive, ref:

ref: https://dev.mysql.com/downloads/connector/odbc

Create Users

Create a user.

List Users

List all users.

List User Accounts

List all user accounts.

List User Emails

List all user emails.

List Thread Entries

List all thread entries.

Rename User

Rename a user. When ran, it will prompt you for four (4) pieces of information:



Old Username: what is the older Username of the user

Username: what is the new Username of the user

Name: what is the new Name of the user

Email: what is the new Email of the user

FAQs

Requirement: mySQL ODBC driver

Add, Update, Delete FAQs. This will launch the program in a Windows mode.

In FAQs mode, the window has the following sections:

Filters

Categories

Question/Answer

FAQsAuto


Auto changes FAQs Question and/or Answer. This works well with adding to a Task to run on a schedule. Could be used to

show updated statistics, etc.

ResultsToFile


Creates files by the results requested

We use this mode in conjunction with lccROAR to produce web/mobile friendly statistics.

ChangeValue


Checks for a value in a column and if found, changes the value.

http://lcc.ctc.edu/demo/projectlid/LCCROAR



For example, you could check if Tickets are 'Resovled' (status_id = '2') and change them to 'Closed' (status_id='3').

Using Flags

In some keys, you can supply flags to create adhoc values.

To define a flag, place the following anywhere in the value of the supported keys: [lcc:Flag:..]

The '...' is replaced by a sections delimited by a ':' (colon).

The first section defines what type of Flag:

SQLRecordSet

Date

The next section(s) are define depending on the Flag type.

Flag Types

SQLRecordSet

o Section 2: what SQL Set Id to reference

o Section 3: what value to return, with these being supported:

lccRecordsTotal

Date

o Section 2: 'Add' or 'Subtract'

o Section 3: number of days to add/subtract from the current date

o Displays in format YYYY-MM-DD

DateAndTime

o Section 2: 'Add' or 'Subtract'

o Section 3: number of days to add/subtract from the current date

o Displays in format YYYY-MM-DD HH:MM:SS

Examples



Insert a Date/Time value that is 30 days prior to today

SELECT T1.ticket_id,T1.number FROM ost_ticket AS T1 WHERE T1.updated > '[lccFlag:Date:Subtract:30]';

Insert total number of records from the SQL Set

[lccFlag:SQLRecordSet:ticketsOpenedLast7Days:lccRecordsTotal]

Logic File - Examples

Note: all sensitive data in the examples below replaced with '...'

Create Users

lcc:debugLevel 1 logic name/values

lcc:debugLevel 2 variables preChange/postChange

lcc:debugLevel 5 environment name/values

lcc:logPath .\lccOSTicketManager

lcc:connectionDriver {MySQL ODBC 5.3 ANSI Driver}

lcc:connectionServer 123.123.123.123

lcc:connectionServerPort 3306

lcc:maxRecords 2

lcc:connectionDatabase osticket_db

lcc:connectionUser ...

lcc:connectionPassword ...

lcc:programMode Create Users

lcc:createUserEmailDomain @lowercolumbia.edu

lcc:createUserListPath .\ourEmployees.txt

lcc:createUserListColumnUsernamePos 4



lcc:createUserListColumnFirstNamePos 2

lcc:createUserListColumnLastNamePos 3

lcc:createdUserPath .\createdUsers.txt

List Users





lcc:maxRecords 2




lcc:programMode List Users

lcc:reportUsersPath .\reportUsers.txt

List User Accounts





lcc:maxRecords 2






lcc:programMode List User Accounts

lcc:reportUserAccountsPath .\reportUserAccounts.txt

List User Emails





lcc:maxRecords 2




lcc:programMode List User Emails

lcc:reportUserEmailsPath .\reportUserEmails.txt

List Thread Entries







lcc:maxRecords 2




lcc:programMode List Thread Entries

lcc:programMode List Thread Entries

lcc:reportThreadEntriesPath .\reportThreadEntries.txt

Rename User





lcc:maxRecords 2




lcc:programMode Rename User

Performance Stats

1 : Ticket stats, opened, closed, assigned, edited, collaborators, opened/closed dates

2 : by Group

3 : Tickets total opened time

4 : Tickets open/close duration

5 : Tickets each open/close pair time

6 : Tickets open/close duration average



7 : Group: Departments

8 : Group: Staff

9 : Group : User

10 : Tickets open count

11 : Tickets open information

12 : Tickets opened

13 : Tickets closed

14 : Tickets middle 80% opened/closed

15 : Tickets middle 80%, duration, top 10

16 : Tickets middle 80%, duration, bottom 10

17 : Tickets open/close duration per ticket










Resources

MySQL ODBC Download- https://dev.mysql.com/downloads/connector/odbc

Definitions

OSTicket - Customer support ticket system, ref: http://osticket.com

Modifications

https://dev.mysql.com/downloads/connector/odbc

http://osticket.com/



NAME DATE MODIFICATION

David Mielcarek 3/9/2017 Created

David Mielcarek 8/10/2017 Added keys 'lcc:programMode',

'lcc:reportUsersPath',

'lcc:reportUserAccountsPath',

'lcc:reportUserEmailsPath',

'lcc:reportThreadEntries'

Added Modes 'Create Users',

'Rename User', 'List Users', 'List

User Accounts', 'List User Emails',

'List Thread Entries'

David Mielcarek 10/19/2017 Added new Modes 'FAQ',

'FAQsAuto'. New keys for

lcc:SQLRecordsSet...,

lcc:FAQAutoSet..., added

encryption option for key values

David Mielcarek 20180206 Added new mode 'ResultsToFile'

and 'lcc:resultsToFile...' keys

David Mielcarek 20180216 Added more Performance stats

David Mielcarek 20180307 Added new mode 'ChangeValue'

and 'lcc:changeValue...' keys.

End of document

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