677 lines
19 KiB
JSON
677 lines
19 KiB
JSON
{
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"name": "001 - Zendesk - Evaluation - Change Requests",
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"nodes": [
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{
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"parameters": {
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"rule": {
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"interval": [
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{
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"field": "cronExpression",
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"expression": "0 8,14 * * *"
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}
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]
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}
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},
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"type": "n8n-nodes-base.scheduleTrigger",
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"typeVersion": 1.3,
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"position": [
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],
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"id": "5f73b6ba-196b-4e14-9f4e-5650d0987cf8",
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"name": "Schedule Trigger"
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},
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{
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"parameters": {
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"promptType": "define",
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"text": "=Analyze these tickets and identify change requests:\n\n{{ $json.tickets }}",
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"options": {
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"systemMessage": "You are an ITIL 4-aligned Change Evaluation assistant.\n\nYour task is to identify and extract ONLY valid IT change requests from incoming tickets.\n\nA ticket qualifies as a Change Request ONLY if:\n- It represents a planned change to a service, system, infrastructure, or configuration item (CI)\n- It has potential impact beyond a single user (e.g. multiple users, teams, services, or environments)\n- It introduces, modifies, or removes something in production or a controlled environment\n- It would reasonably require assessment, authorization, and scheduling under ITIL 4 Change Enablement\n\nDO NOT classify as Change Requests:\n- Incidents (break/fix, outages, user issues)\n- Service requests (access requests, password resets, software installs for one user)\n- Tasks affecting only a single user with no broader impact\n- Low-impact, routine actions that do not modify shared services or infrastructure\n- Pre-approved standard requests that are purely user-specific\n\nEdge case handling:\n- If a request affects a shared system but originates from one user, treat it as a change\n- If unclear impact, assume NOT a change unless there is evidence of broader service impact\n\nThe input tickets may be written in any language (e.g. Finnish or English). You must correctly interpret and evaluate them regardless of language.\n\nTreat infrastructure, network, and platform changes as valid Change Requests EVEN if user impact is not explicitly stated.\n\nStrong indicators of a Change Request include (in any language):\n- Network changes (VPN, firewall, routing, connectivity)\n- Cloud changes (Azure, AWS, virtual desktop, infrastructure)\n- New integrations between systems\n- Changes to shared environments or platforms\n\nExamples:\n- \"uusi VPN-yhteys\", \"VPN connection\", \"network connection\"\n- \"Azure virtual desktop\", \"cloud environment setup\"\n- \"integration between systems\"\n\nThese ALWAYS imply broader impact and must be classified as Change Requests.\n\nFor each valid Change Request, use EXACTLY these field labels with no variation:\nTicket ID:\nTicket URL:\nSubject:\nShort reason:\n\nDo not add ticket numbers to the CR report header line.\n\nONLY report valid Change Requests. Do not mention or list any other tickets.\n\nALWAYS start every response with \"CR report -\", including when no change requests are found.\nIf no change requests are found, respond exactly: \"CR report - No new change requests found\".\n\nRespond in plain text only. No markdown, no bullet symbols, no code formatting.",
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"maxIterations": 10
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}
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},
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"type": "@n8n/n8n-nodes-langchain.agent",
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"id": "146c4706-8432-4226-aaf9-906ed9cdc5f5",
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"name": "AI Agent"
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},
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{
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"parameters": {
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"jsCode": "const tickets = $input.all().map(i => ({\n id: i.json.id,\n url: i.json.url,\n subject: i.json.subject,\n description: i.json.description,\n type: i.json.type,\n tags: i.json.tags\n}));\n\nreturn [{ json: { tickets: JSON.stringify(tickets) } }];"
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},
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"type": "n8n-nodes-base.code",
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"typeVersion": 2,
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"position": [
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],
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"id": "44535c6c-7fc0-4011-8a54-31fbdcdfbca5",
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"name": "Aggregate the results"
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},
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{
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"parameters": {
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"chatId": "8632524096",
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"text": "={{ $json.output }}",
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"additionalFields": {
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"parse_mode": "HTML"
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}
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},
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"type": "n8n-nodes-base.telegram",
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"typeVersion": 1.2,
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"position": [
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],
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"id": "63cbdd64-de7d-465a-9b8e-12f68c960c41",
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"name": "Report potential change requests",
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"webhookId": "296b8fb3-720c-455e-83a0-e7daf8a70ae1",
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"credentials": {
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"telegramApi": {
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"id": "luur85dfnEY8JM2b",
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"name": "Telegram account"
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}
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}
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},
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{
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"parameters": {
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"model": "gpt-4o",
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"options": {}
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},
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"type": "@n8n/n8n-nodes-langchain.lmChatAzureOpenAi",
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"typeVersion": 1,
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"position": [
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],
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"id": "284a1241-e52e-4908-902d-fbe1858ff936",
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"name": "Azure OpenAI",
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"credentials": {
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"azureOpenAiApi": {
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"id": "WMWRB7VuQQA5tULF",
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"name": "Azure Open AI account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"options": {
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"group": 25719675640220,
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"query": "created>1day status<solved"
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}
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},
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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"position": [
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],
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"id": "fae13afb-85d5-4a58-8196-500764aa1267",
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"name": "Get IT-Change Control",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"options": {
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"group": 360000235932,
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"query": "created>1day status<solved"
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}
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},
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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"position": [
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],
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"id": "187382f8-2da7-4e18-8049-c622dd16e867",
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"name": "Get IT-Tukipalvelut",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"options": {
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"group": 360000423611,
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"query": "created>1day status<solved"
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}
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},
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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960
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],
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"id": "1188c8c0-b30b-489c-8403-ab5bcd1f0d71",
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"name": "Get IT-Hankinnat",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"options": {
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"group": 8592654549660,
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"query": "created>1day status<solved"
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}
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},
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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"position": [
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384
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],
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"id": "5f01553f-e75e-4336-aa28-ef8013245c03",
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"name": "Get Järjestelmähankintaryhmä",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"options": {
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"group": 26020691579676,
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"query": "created>1day status<solved"
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}
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},
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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"position": [
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],
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"id": "dd5b28da-2d1b-4cb3-8139-e3cb4a5dfab9",
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"name": "Get Sovelluspaketointi",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"operation": "getAll",
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"group": 8394066360476,
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"query": "created>1day status<solved"
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}
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"type": "n8n-nodes-base.zendesk",
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"typeVersion": 1,
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576
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],
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"id": "d26b01fb-5afb-4e1a-9da3-9f989f206594",
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"name": "Get Turvatekniikka",
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"alwaysOutputData": true,
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"credentials": {
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"zendeskApi": {
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"id": "WcQEnkRlDXFidIPt",
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"name": "Zendesk account"
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}
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}
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},
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{
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"parameters": {
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"numberInputs": 6
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},
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"type": "n8n-nodes-base.merge",
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"typeVersion": 3.2,
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],
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"id": "244a7b15-29da-4471-978b-b15b822f60fa",
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"name": "Merge results"
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},
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{
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"parameters": {
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"resource": "page",
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"operation": "get",
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"id": "46"
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},
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"type": "n8n-nodes-bookstack.bookstack",
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"typeVersion": 1,
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"id": "d306722e-00d3-44aa-98fc-53931b314530",
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"name": "Get current content",
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"credentials": {
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"bookstackApi": {
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"id": "YoX3UhoH7hJj8hqH",
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"name": "BookStack account"
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}
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}
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},
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{
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"parameters": {
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"resource": "page",
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"operation": "update",
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"id": "46",
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"html": "={{ $('Code - Merge Results').item.json.html }}"
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},
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"type": "n8n-nodes-bookstack.bookstack",
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"typeVersion": 1,
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"id": "809ac83f-9d88-4d3b-8e2b-e0f1c2267a3e",
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"name": "Update page contents",
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"id": "YoX3UhoH7hJj8hqH",
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"name": "BookStack account"
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}
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}
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},
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{
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"parameters": {
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"jsCode": "const output = $('AI Agent').item.json.output?.trim() || '';\n\nif (!output || output === 'CR report - No new change requests found') {\n return [];\n}\n\nconst normalized = output.replace(/^CR report -\\s*/i, '').trim();\n\nconst matches = [...normalized.matchAll(\n /Ticket ID:\\s*(\\d+)\\s*\\nTicket URL:\\s*(https?:\\/\\/\\S+)\\s*\\nSubject:\\s*(.+?)\\s*\\nShort reason[^:]*:\\s*([\\s\\S]*?)(?=\\nTicket ID:|$)/gi\n)];\n\nconst tickets = matches.map(match => ({\n ticketId: match[1],\n ticketUrl: match[2]\n .trim()\n .replace('/api/v2/tickets/', '/agent/tickets/')\n .replace('.json', ''),\n subject: match[3].trim(),\n shortReason: match[4].trim(),\n}));\n\nreturn tickets.map(t => ({ json: t }));"
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},
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"type": "n8n-nodes-base.code",
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"typeVersion": 2,
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"position": [
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],
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"id": "9886b8a0-2002-4f0d-952c-9223bb279ee6",
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"name": "Code - Parse Tickets"
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},
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{
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"parameters": {
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"jsCode": "const existingHtml = ($json.html || '').replace(/<br id=\"bkmrk[^>]*>/g, '<br>'); // from GET node\nconst newEntries = $('Code - Aggregate Entries').item.json.newEntriesHtml;\n\nconst mergedHtml = newEntries + existingHtml;\n\nreturn [{\n json: {\n html: mergedHtml\n }\n}];"
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},
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"type": "n8n-nodes-base.code",
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"typeVersion": 2,
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"id": "949371b2-7c82-447c-aeba-9a4fcbf27e3b",
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"name": "Code - Merge Results"
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},
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{
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"parameters": {
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"jsCode": "const items = $input.all();\n\nconst entries = items.map(item => {\n const t = item.json;\n const timestamp = new Date().toISOString();\n\n return `\n<h4>${timestamp} — Ticket #${t.ticketId}</h4>\n<p><strong>Subject:</strong> ${t.subject}</p>\n<p><strong>URL:</strong> <a href=\"${t.ticketUrl}\">${t.ticketUrl}</a></p>\n<p><strong>Reason:</strong> ${t.shortReason || 'N/A'}</p>\n<hr>\n`;\n});\n\nreturn [{\n json: {\n newEntriesHtml: entries.join('')\n }\n}];"
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},
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"id": "415e2faf-44f9-4e52-a2bb-ca023f3523ad",
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"name": "Code - Aggregate Entries"
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},
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{
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"parameters": {
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"operation": "sendAndWait",
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"chatId": "8632524096",
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"message": "=About to update BookStack with the following content:\n{{ $('Code - Parse Tickets').item.json.subject }}<br>\n{{ $('Code - Parse Tickets').item.json.shortReason }}",
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"values": {
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"id": "luur85dfnEY8JM2b",
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"name": "Telegram account"
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}
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}
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},
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{
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"parameters": {
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"conditions": {
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"options": {
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"caseSensitive": true,
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"leftValue": "",
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"typeValidation": "strict",
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"version": 3
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"conditions": [
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{
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"id": "8ec2c9df-805d-407c-be57-cb5579f127ad",
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"leftValue": "={{ $json.data.approved }}",
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"rightValue": true,
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"operator": {
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"type": "boolean",
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"operation": "equals"
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"combinator": "and"
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"name": "Update Approved?"
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},
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{
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"parameters": {
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"model": {
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"value": "claude-haiku-4-5-20251001",
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"connections": {
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"Schedule Trigger": {
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"main": [
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[
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{
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"node": "Get IT-Tukipalvelut",
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"type": "main",
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"index": 0
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},
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{
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"node": "Get IT-Change Control",
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"type": "main",
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"index": 0
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},
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{
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"node": "Get IT-Hankinnat",
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"type": "main",
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"index": 0
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},
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{
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"node": "Get Järjestelmähankintaryhmä",
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"type": "main",
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"index": 0
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},
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{
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"node": "Get Sovelluspaketointi",
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"type": "main",
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"index": 0
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},
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{
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"node": "Get Turvatekniikka",
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"type": "main",
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"index": 0
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}
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]
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]
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},
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"AI Agent": {
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"main": [
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[
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{
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"node": "Report potential change requests",
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"type": "main",
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"index": 0
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},
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{
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"node": "Code - Parse Tickets",
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"type": "main",
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"index": 0
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}
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]
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]
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},
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"Aggregate the results": {
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"main": [
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[
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{
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"node": "AI Agent",
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"type": "main",
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