You can go to your tenant and explore the Automation Hub or follow these quick links to learn more about Automation Hub:

• Automation Hub Overview
• Installing a PiaPack
• Updating a PiaPack

Enhancements​

• Updated the Pia Config Watcher to exclude child clients from the Client Configuration health rule, preventing them from appearing as unconfigured. (#29375)

Bug Fixes 🐛​

• Fixed forced signout handling to prevent incorrect redirects and authentication errors in the Pia portal, ConnectWise embed, Halo embedded pod, and Autotask extension. (#28550)
• Fixed an issue where the Pia: Triage V2 automation was incorrectly categorizing a ticket for a partner. (#28733)
• Resolved an issue where emails sent via the SmartForms AutoReply feature were missing tenant details. (#28819)
• Fixed an issue with the Triage feature where inactive contacts were appearing in the 'Route to Assignee' action when creating a dispatch rule. (#28919)
• Fixed an edge case where AutoTask webhook failed due to an unexpected data type. (#29031)
• Resolved an issue where a partner using Halo PSA could not set ticket defaults for SmartForms tickets due to improper filtering of ticket categories. (#29061)
• Resolved an edge case where the 'Get Machine' activity automatically timed out for a partner. (#29083)
• Resolved an issue for a Partner where the AI Sentiment Analysis was not working as expected. (#29095)
• Fixed an issue where scheduled automations created by SmartForms did not display the ticket ID in the Scheduled Packages screen of the Partner Portal. (#29151)
• Fixed an issue where the Triage feature did not allow the use of shared ticket classifications in the ConnectWise ticketing system for Triage Stamping, which caused errors when creating ticket stamping rules. (#29173)
• Fixed an issue where the Pia: Triage V2 automation stopped executing for partners due to memory issues and overload in shared API service. (#29195)
• Resolved an issue where the Send SMS activity failed to send text messages. (#29391)
• Fixed an issue where the Pax8 integration was failed for a Partner when attempting to authorize delegate consent without a pre-existing integration configuration. (#29416)
• Fixed an issue where synced users could not access the SmartForms portal if their ticketing system record had an empty first name or last name. (#29502)
• Fixed an issue in the SmartForms portal that caused random error messages to display when submitting requests. The errors were non-blocking and did not stop users from successfully submitting. (#29515)

Enhancements🌟​

• Enhanced function package support for data return to parent packages with the following changes:
  • Added an option to define output variable in the Package Variables section in the Package Editor
  • A new activity 'set_variable' is now available. You can use this to return data from a child package back to its parent. (#22725)
• Updated the scheduled automation behavior so recurring / scheduled automations are automatically cancelled when the Parent automation is unpublished. (#27144)
• Improved the SmartForms workflow to ensure that when a user cancels a draft request, a message is displayed in the chatbot and an audit note is automatically added to the corresponding SmartForms ticket, informing the engineer of the cancellation. (#28995)
• Added the ability for you to define the ticket source for a SmartForms ticket with the new ticket source drop-down in the SmartForms Workflow Tab and the SmartForms Forms Tab > Ticket Stamping Rules popup.

Bug Fixes 🐛​

• Fixed an issue where the deactivated boards in AutoTask were still appearing in the Pia Partner Portal for a Partner. (#29300)
• Fixed an issue where validation errors from external events were causing the Pia: Triage V2 automation to fail. (#29460)
• Resolved an issue where SmartForms tickets failed to respect the Automated Workflow Statuses configured on the SmartForms screen within the Partner Portal. (#28740)
• Fixed an issue where the 'handle_errors_in_package' value in the 'Start_package' activity was not honored when a child package exceeded the maximum execution duration. (#28572)
• Resolved an issue where the repeating sections were getting default values repopulated in package configuration forms. (#28551)
• Fixed an issue where the Pia:Triage V2 automation could fail in high usage scenarios with an intermittent timeout. (#29184)

Enhancements🌟​

Changes to Get Approval Activity​

Note: The get_approval activity is for use with Custom Automations only. Broader approval functionality is planned for upcoming platform 20 release.

The Get Approval activity has been updated with the following changes:

• Delegate Consent Support: Added new input properties that allow users to specify a delegate consent, enabling approval emails to be sent from a designated address instead of the default info@pia.ai.

• Auto-Approval Protection: Added safeguards to prevent approval links from being automatically triggered by email security software that automatically clicks on embedded URLs.

• Timeout Handling Enhancements: Introduced two new input properties — StopOnTimeout and approval_timeout_minutes — to ensure Pia correctly identifies and blocks approval attempts made after the designated expiry period. (#28514)

Further Enhancements​

• The software installation screen has been updated to display only the options from Microsoft winget that are supported for software installation. (#28751)
• Updated the Send SMS automation to display a default chatbot message when no override message is provided. (#28896)
• Modified the retry logic for better error handling in the PowerShell Activities and Inline PowerShell Activities that execute on the backend VM associated with your Pia tenant. (#28704)
• Enhanced Pia chatbot for better user experience in scenarios where an automation with AI AutoStart feature is running or when a Triage is running and Pia is executing a chat interaction with user interaction at the same time. (#27687)
• Enhanced the SmartForms workflow for Partner Administrators by introducing a contact selection step when submitting a request on behalf of a client. (#28530)
• Updated Pia's support from Basic SKU public IP addresses to Standard SKU Public IP addresses following changes implemented by Microsoft. (#28649)
• Updated the Pia Config Watcher to exclude child clients from client configuration health alerts. (#29375)
• Updated the Get Approval (get_approval) activity to use the default subject value (i.e. "IT Approval Request #[ticketId]") if the email subject is null. (#29331)
• Enhanced the Pia Chatbot user experience when an automation is running via AI AutoStart or Ticketing System Event condition. (#27687)

Bug Fixes 🐛​

• Added additional handling to prevent unnecessary Ingram Micro API calls which was restricting Pia to retrieve required information from Ingram Micro causing automation failures. (#28529)
• Fixed an issue in the get_approval activity that prevented escalation of the approval request when no response was received from the first approver, specifically in cases where a custom email address was used. (#28610)
• Resolved an issue in the Triage feature that prevented support for custom classifications containing leading or trailing whitespace characters. (#27885)
• Resolved an issue that caused scheduled automation to fail when the parent ticket was moved to a different board. (#28735)
• Fixed an issue in the adoption report where closed tickets were excluded due to inconsistent status values. (#28762)
• Fixed an edge case where the Pax8 Integration was incorrectly displayed as not configured, despite being properly set up, resulting in halted automation execution. (#28808)
• Fixed an edge case where the feedback drop-down in the Pia chatbot was not displaying in Halo when accessed via the Edge extension. (#28830)
• Fixed a UI issue where the drop-down menu items sometimes displayed over the text input in the chatbot were blocking the user from viewing the associated text box. (#28984)
• Fixed an issue where the image attachment form control was not working in the SmartForms portal. (#28656)
• Resolved an edge case issue where the config watcher alert "next run" date was showing incorrectly in the UI if no run had been executed in the past day (due to no scan required). (#28712)
• Resolved an edge case scenario where the ITGlue procedure sync could cause duplicate articles to be created in IT Glue if the name of an automation changed. (#28763)
• Fixed an issue in the SmartForms contact sync feature that caused invalid contacts to be synced when the ConnectWise contact type was set to 'All Contacts'. (#29353)
• Fixed an issue where a custom automation for a Partner was failing when scheduled due to the Get Form Data (get_form_data) activity not being able to retrieve data from parent automation. (#29311)
• Resolved an issue where the Restart Agent Machine (restart_agent_machine) activity could not restart a windows machine that has pending windows update. (#29262)
• Fixed an issue in Triage Ticket Ingestion that caused existing form values to be removed upon adding an extension automation. (#29248)
• Resolved an issue where the users were getting authorization errors when attempting to add Sharepoint consent to the delegated email address. (#29240)

Enhancements 🌟​

• Updated the Pia: Staff Offboarding (Cloud Hybrid, Cloud Only & Semi Hybrid) automation so that the engineer is now informed of any archiving constraint present when converting the mailbox to shared. (#29003)
• Adjusted Pia: Update User Details automation to prevent collection of missing properties that are not required. (#28631)
• Enhanced the Pia: Triage V2 automation by adding in a change to differentiate agreements in ConnectWise with duplicate names automation execution. (#28811)

Bug Fixes 🐛​

• Resolved an issue in the Pia: Staff Offboarding (Cloud Hybrid) automation where Pia was unable to terminate a synced user with admin permissions. (#29064)
• Resolved an issue where the ConnectWise contact creation activity was incorrectly updating existing contacts when the email address of a new contact matched that of an existing one, instead of creating a new contact. (#29079)
• Fixed an issue in the SmartForms: Staff Onboarding automation where it was not locating the saved Pax8 Customer Mapping under the Global Configuration of the client. (#28891)
• Fixed an issue in the Pia: File Share Security Change automation to better support drive mappings that are DFS Root Shares or to a subfolder inside the DFS Root. (#28917)
• Fixed an issue in the Pia: Modify MFA Users automation where it was failing to override existing MFA details of the user. (#28996)
• Fixed an issue where the Pia: Staff Onboarding automation failed to send the updated password to the user if the password included the '$' character. (#29012)
• Resolved an issue where the SmartForms:: Staff Onboarding automation was unable to identify the CSP company from the CSP Mapping and collect the licenses. (#28795)
• Resolved an edge case where the Pia: Computer Space Cleanup automation was failing for a partner due to geo-blocking. (#28561)
• Fixed an issue where the Pia: Staff Onboarding automation was failing to execute due to lack of selected license availability. The automation now provides the engineer with retry options instead of failing so that they can choose to continue or cancel the automation if the selected license is not available. (#28874)
• Fixed an issue in the SmartForms: Staff Offboarding (Semi Hybrid) environment that was preventing zero-touch automations from executing. (#28850)
• Resolved an issue where the Pia: Staff Onboarding (Semi Hybrid) automation was missing the 'Company' field in the new user form. (#28827)
• Fixed an issue in the Pia: Re-enable Offboarded Account (Cloud Hybrid & Cloud Only) automation where a single license conversion was causing type mismatch. (#28820)
• Fixed an issue where the Pia: Start Azure DirSync automation was attempting to sync on a machine that is not the sync server causing automation failure. (#28818)

Enhancements 🌟​

• Updated the Pia: Create a Group automation to add additional audit log notes into the ticket such as the name of the group created, group location, owners and group members. (#28321)
• Updated the Pia: Re-enable Offboarded Account automation to gracefully handle password complexity failures. (#28418)
• Updated the Pia: Staff Onboarding (Cloud Hybrid) automation to support creating ConnectWise contacts without email addresses when an Exchange Online mailbox is not required. (#28446)
• Updated the Pia: Triage V2 automation to allow the use of the configurable confidence level from the Platform to control the accepted confidence score. (#28614)
• Updated the SmartForms: Staff Onboarding automation to reword the action 'Schedule re-assignment of licenses' to 'Schedule enablement of license Exchange Plans'. (#28639)
• Updated the Pia: Change Calendar Permissions automation by replacing the radio button for sending an invitation email with a checkbox, allowing users to opt out of sending the calendar invite. (#28640)
• Updated the Pia: Get Mailbox Information automation by introducing an Opt-In feature for retrieving contact permissions, allowing users to skip unnecessary data retrieval and significantly reduce execution time. (#28702)
• Updated the Pia: Computer Space Cleanup automation so that it now uploads a CSV attachments of removed files into the ticket. (#28766)
• Updated the Pia: Change Calendar Permissions (Cloud Only) automation to show a 'Default' option in the drop-down when selecting a user to modify permission to the previously selected calendar. (#28781)
• Updated the TimeZest Extension automation with the following enhancements:
  • The ability to specify the duration of the appointment
  • The use of submitterData in the case of SmartForms
  • Improved Ticket Auditing (#28709)

Bug Fixes 🐛​

• Fixed an issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where Pia was unable to modify CSP subscription for a Partner due to missing filter while collecting CSP mapping. (#27652)
• Fixed an issue with the Pia: Staff Offboarding automation where it failed to respect the configuration made in the Remove Group Exclusion section of the Package Configuration form. (#28148)
• Resolved an issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where the group selection form failed to display all Partner groups due to missing check for groups with a proxyAddress attribute.(#28261)
• Resolved an issue in the Pia: Staff Onboarding (Cloud Only) automation where improper handling of litigation hold in group-based licensing caused the automation to fail. (#28429)
• Fixed an issue in the Pia: Staff Offboarding (Cloud Hybrid) automation where Pia was failing to remove the user from ambigous groups in Microsoft Office 365. (#28460)
• Resolved an issue in the SmartForms: Staff Onboarding (Cloud Hybrid) automation where Autotask contacts were created without email addresses. This occurred because the email field was sourced from the Azure "Wait for Mailbox" step, which is skipped in Hybrid Exchange mailbox setups. (#28475)
• Fixed an issue in the SmartForms: Staff Onboarding automation where it was not adding additional proxy addresses for new users created through the form due to a missing activity. (#28539)
• Fixed an edge case scenario where the Pia: Staff Offboarding (Cloud Hybrid) automation was automatically stopped while retrieving Ingram Micro customers. (#28541)
• Resolved an issue in the Pia: Setup/Remove Mail Forwarding (Cloud Only) automation by implementing improved error handling for failures during mail forwarding rule removal. (#28542)
• Resolved an issue where the Pia: Triage V2 automation was not respecting the "Enable Triage to Process Clients which are not in Pia" toggle in the Triage Ingestion Setting. (#28573)

• Fixed an issue in the Pia: Modify CSP Subscriptions automation where the Global Config Form> CSP Settings section did not have Sherweb as an option when setting up a new client. (#28584)
• Fixed an issue in the SmartForms: Staff Onboarding automation where shared mailbox permission collection failed to account for aliased identities. (#28628)
• Fixed an edge case scenario for a Partner where the Pia: Change User Details automation was failing due to an empty array of values as the form being saved. (#28641)
• Fixed an issue with the Pia: Create a Group automation where it was creating duplicate groups in Active Directory due to missing checks for matching distinguished name, samAccountName, DisplayName and Name. (#28659)
• Resolved an issue in the Pia: Change User Details automation where it was not able to collect the contact from AutoTask. (#28683)
• Fixed an issue in the TimeZest automation by implementing the correct filter condition so that only the contacts related to the correct company were being retrieved. (#28695)
• Resolved an issue with the Pia: Manage MFA Users for Duo automation in relation to the naming of the integration fields used when setting up the Duo integration. (#28780)

What's New 🌟​

Major New Features/Release Items​

AI & Triage Updates​

• New Dispatch condition for AI Ticket Sentiment Analysis #💡
• Updated Triage Ingestion Settings for finer control #💡

SmartForms Updates​

• Easily manage SmartForms permissions with the new PSA contact sync feature #💡

Platform Updates​

• Simplified setup of custom MS Graph API Delegate Consents #💡
• Pia Config Watcher: 5 new/updated health checks
• New Activity: Send SMS

🌟 AI & Triage Updates​

New Dispatch conditions for AI Ticket Sentiment Analysis​

This was an idea submitted by our Partners! #💡

In the Service Desk environment, it’s not just the nature of the request that matters — how the user feels can significantly impact the urgency and priority of their issue. Two tickets with identical requests may vary in sentiment due to differences in client satisfaction, urgency, or priority level.

To help address this nuance, Pia has introduced a new dispatch condition in the AI Triage Dispatch screen. These allow sentiment to be defined as positive, neutral, or negative, adding an emotional layer to ticket categorization.

Using a dispatch rule, you can incorporate sentiment analysis into your AI Triage dispatch process — ensuring tickets are handled with greater empathy and contextual awareness.(#25123)

For more information about this feature, click here.

Updated Triage Ingestion Settings for finer control​

This was an idea submitted by our Partners! #💡

The following settings are helpful for some Partners who have workflows or triage processes outside of Pia, which may conflict with Pia Triage.

• Ticket Event Actions to Initiate Triage: You can now select the actions that will trigger Pia to initiate Triage on the ticket. These settings will help you prevent conflicts by modifying Triage to only listen for only created or updated events (by defaults it listens to both).

• Delay Triage on Ticket Event: Set the wait time for Pia before triaging a ticket with this option by extending the delay before Pia Triage kicks in to process ticket events. (#26227)

For more information on the Triage Ticket Ingestion feature, click here.

🌟 SmartForms Updates​

Easily manage SmartForms permissions with the new PSA contact sync feature​

This was an idea submitted by our Partners! #💡

Setting up SmartForms manually can be a time-consuming and repetitive task, especially when you're required to add each user individually. With the introduction of the SmartForms: PSA Contact Sync Feature, this process becomes significantly more efficient.

You can now automatically onboard users into your chosen custom client roles or global roles in bulk. This streamlined approach eliminates the need for manual entry, allowing you to assign users quickly and consistently—saving time and ensuring a smoother setup experience. (#23802)

For more information on this feature, click here.

🌟 Platform Updates​

Simplified setup of custom MS Graph API Delegate Consents​

This was an idea submitted by our Partners! #💡

Pia requires a set of MS Graph API Delegate permissions to execute some of its automations. These permissions can be found in the Clients screen> Delegate page. However, for our Partners who are creating their own custom automations, you may want to assign more permissions to Pia to support your custom automations.

So, to enable Pia to do more on your behalf, we now allow you to select from a wider range of common scopes that you wish to include into your MS Graph API Delegate consent! (#25661)

For more information on this feature, click here.

Pia Config Watcher: 5 new/updated health checks​

We have updated the existing health rules and introduced additional ones in our Config Watcher to further enhance issue detection and notification capabilities. The changes are listed below:

Changes to System Alerts

• The two system alerts — 'Pia can talk to your ticketing system (Ticketing System API is Configured)' and 'Pia is receiving events from your ticketing system' has now been consolidated into a single alert called 'Pia can talk to your ticketing system'.
• The 'SmartForms ticket defaults are valid' alert has been renamed as 'SmartForms configuration is valid'. In addition to existing checks, this alert now also checks if the SmartForms Users Sync is working correctly.
• The 'Triage Mapping Sets are valid' alert has been renamed to 'Triage configuration is valid and no errors are detected'. In addition to existing checks, this alert now also checks for Dispatch Configuration, Stamping Configuration and General Triage Health Checks.

Changes to Client Alerts

• A new client alert has been added called 'SmartForms users sync is working correctly'. This alert will check issues such as — SmartForms user sync is failing or if the contact types currently selected in sync settings are no longer valid. (#25367)

New Send SMS Activity​

Use the new Send SMS (send_sms) activity in your custom automations to send text messages to the specified user during or after automation execution. (#26619)

For more information on this activity, click here.

🌟Further Enhancements​

• The Package Editor now has updated with 2 new variables that you can use in your custom automations. These variables are:
  • Timezone Name
  • Timezone Offset (#26728) (This was an idea submitted by our Partners! #💡)
• The Adoption Report has been updated to improve performance to allow adoption metrics to load faster and the report has been fine tuned to only display automations started by engineer, AI Autostart or SmartForms. (#28257) (#28196)
• The custom Integration Fields created within the Integration screen now allows entry of all characters in addition to alphabets and numerics. (#28447)

🐛 Bug Fixes​

• Resolved an issue where Scheduled Child Packages were failing to create audit notes in the ticketing system. (#27421)
• Fixed an issue with the 'get_approval' activity where the wrong chatbot message was being displayed when the activity failed to send an email due to missing email subject. (#28214)
• Fixed an edge case scenario in AutoTask where Pia Chrome Extension was redirecting to the Partner Portal landing page instead of the Chatbot. (#28377)
• Updated the AutoTask Chrome Extension to prevent multiple instances of the Pia extension. (#28130)

🔍 Early Adopters Feature Update​

These features are currently available under our Early Adopters Program (EAP), allowing select partners to gain early access and provide valuable feedback. As we continue refining and enhancing these features, we expect to roll them out globally once development is complete. Stay tuned for updates as we bring these powerful tools to all users in the near future!

What's coming next! 🌟​

Platform 19 has rolled out as planned. We're continuing to add additional features in Automation Hub, thus continuing its development until Platform 20.

But for now, here's a sneakpeak into Platform 20.

Enhancements 🌟​

• The SmartForms: User Onboarding and SmartForms: User Offboarding automations have been updated such that when manual tasks are present Pia will prompt the engineer to confirm manual tasks are completed on the ticket before proceeding to close the ticket. This will prevent zero touch automation from closing the ticket in cases where manual tasks are required to be completed. (#26542)

• Removed the prompt for litigation hold in Pia: Staff Offboarding automation as it is no longer a requirement from Microsoft to maintain a license on a shared mailbox where litigation hold was enabled. (#27470)
• Updated the package config form of the Pia: Staff Onboarding automation with the ability to configure access level based shared mailbox permissions. Also, updated the Semi Hybrid version of the automation with the ability to copy mailbox permissions for cloud mailboxes. (#27656)
• The Pia: Staff Onboarding automation now provides you with the ability to customize the SMS that is sent to the new staff. (#27562)
• Included the following missing licenses in the Pia: Staff Onboarding automation license selection dropdown:
  • Microsoft Intune Device [INTUNE_A_D] license (#27565)
  • Windows 365 Enterprise 4 vCPU 16 GB 256 GB [CPC_E_4C_16GB_256GB​]
  • Windows 365 Enterprise 2 vCPU 8 GB 256 GB [CPC_E_2C_8GB_256GB​] (#28319)
  • Microsoft Entra ID P1 GCC [AAD_PREMIUM_GOV] (#28296)
  • Office 365 E3 (no Teams) [Office365_E3(no_Teams)] (#28376)
• The Pia: Reset/Modify Users MFA Auth Methods automation now adds additional details on the ticket audit note such as the account in which the action was performed. (#27846)
• Implemented the welcome email functionality to the SmartForms: Staff Onboarding automation so that a welcome email can be sent to the new staff once their account is setup. (#28125)
• Enhanced the Extension point data schema for all the extension points available in SmartForms: Staff Onboarding and SmartForms: Staff Offboarding automations to include additional attributes such as the submitting user's email address, immutable ID (for Cloud Hybrid versions), and details on user creation—specifically, the creation type and source — indicating whether the user was created via access level, copy user, or a custom method. (#28158, #28178, #27179)
• Updated the Pia: Release Quarantined Emails automation to filter quarantine emails so items with the "Requested" release status are presented first. (#28182)
• Added configuration option in the Pia: Staff Onboarding automation to allow the 'Manager' and 'Copy User' fields to display disabled users if required. (#28309)
• The Pia: Staff Onboarding automation has been updated with a resolution method for clients using a "firstName" only username format. This will then resolve conflicts by appending .lastname to the formatted username (#27080)
• Modified the logic of Pia: Staff Onboarding automation to take into account global attribute config and attributes configured on an access level so that they do not conflict. (#26247)
• Modified DickerData subscription collection to support renewals more efficiently. (#28206)
• Updated the Pia: Computer Performance Report automation to better support machines with multiple CPU's. (#28236)
• Updated the Pia: Re-Enable Offboarded Staff (Cloud Only) automation to unhide users from Global Address List while re-enabling. (#28267)
• Updated the Pia: Deploy SonicWall VPN automation to download the latest version of SonicWall netextender. (#28047)
• Updated the SmartForms: Staff Onboarding automation to better handle Microsoft's rate limiting when retrieving user mailboxes. (#28076, #27400)
• Updated the Pia: Staff Onboarding (Semi Hybrid) automation to create audit log notes if Active Directory Web Services is offline while finding OUs. (#28086)
• Updated the Pia: Staff Onboarding (Cloud Only & Semi Hybrid) automation to allow the selection of the .onmicrosoft.com domain during user creation process. (#27883)
• Updated the logic in the Pia: Staff Onboarding (Cloud Hybrid) automation to better support the re-enable exchange functionality to work for remote mailboxes + On-Prem mailbox creations. (#27988)
• Updated the Pia: Staff Offboarding automation to better handle CSP modifications in scenarios where the scheduled date for terminating a user is outside the deprovision window by displaying a friendly message rather than failing to deprovision. (#27758)
• Updated the Pia: Staff Offboarding (Cloud Only) automation to display a chat message with clearer reasoning when it fails to de-provision subscriptions via CSP. (#27806)
• Updated the Pia: Reset Network Password (Cloud Hybrid) automation to send SMS to the user after Directory Sync occurs so that the user can use the password instantly. (#27647)
• Updated the Pia: Send SMS automation to allow sending SMS with a local or international format to better handle scenarios when international numbers are used. "Local" numbers will now be handled based on the region you set in the tenant settings screen of the Pia Partner Portal. (#27418)
• Updated the Pia: Staff Onboarding (Semi Hybrid) automation to now support additional attributes, similar to the Cloud Only, Prem Only and Cloud-Hybrid variants of the User Onboarding automation. (#27609)

Bug Fixes 🐛​

• Updated the Pia: Get Mailbox Information automation to retrieve user mailbox permissions using GUIDs, eliminating errors caused by duplicate mailbox aliases. (#28308)
• Resolved a performance issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where Azure sync was delayed due to the presence of the Flow Free license. (#28402)
• Resolved an issue with the Pia: Staff Onboarding (Cloud Only) automation where the newly created user was not being assigned to Azure AD groups. (#28415)
• Fixed an issue with the Pia: Staff Onboarding automation where the automation was failing where a home drive path had been provided but the option to enable home drive creation was not switched on. (#28471)
• Fixed an issue with the Pia: Staff Onboarding automation where the automation was failing in scenarios where there were no synced OU's to select from to place the user into. This indicates a misconfiguration in the client environment, but we now handle this scenario gracefully. (#28489)
• Resolved an issue in the SmartForms: Staff Onboarding (Semi Hybrid) automation where Pia was attempting to add a Cloud User to an On-Prem group. (#28241)
• Fixed an issue with the Pia: Staff Onboarding (Semi Hybrid) automation where the automation was not respecting the License Provisioning setup in the Package Configuration Form. (#28273)
• Fixed an issue with the Pia: Staff Onboarding (Cloud Only) automation that could cause the automation to fail if the Shared Mailbox access setting was configured incorrectly. (#28126)
• Fixed an issue with with the Pia: Send SMS automation where Canadian toll-free numbers were not being recognized or supported. (#28137)
• Resolved an edge case scenario where the Pia: Staff Offboarding automation was creating empty tasks in Halo PSA in some scenarios. (#28058)
• Fixed an issue where the Pia: Grant/Revoke Mailbox Permissions in Bulk automation was not granting SendOnBehalfOf Permissions to the user. (#28090)
• Renamed the license option in the Pia: Staff Onboarding automation license selection dropdown from 'Microsoft 365 E5 (No Teams)' to 'Microsoft 365 E3 (No Teams)' to avoid user confusion. (#27888)
• Fixed an issue in the Pia: Staff Onboarding automation where additional characters were being added to the primarySMTP of remote hybrid mailboxes. (#27891)
• Implemented Opt-In functionality to the retrieve all shared mailbox permissions activity for Pia: Staff Onboarding automation to resolve performance issues. (#27898)
• Resolved an issue with duplicate AutoTask subIssueTypes in the Pia: Triage automation. (#28002)
• Resolved an issue with the Pia: Staff Offboarding automation where the user mailbox was not being converted to shared mailbox during termination process if the mailbox was not a User mailbox (e.g. SchedulingMailbox). (#28024, #28025)
• Fixed an issue where the SmartForms: Staff Offboarding automation was unable to terminate the user as the selected out of office date was earlier than the current date. (#28035)
• Fixed an issue in the Pia: Setup / Remove Mail Forwarding Rule automation where the usage of Get-MailContact was leading to pagination errors from the Exchange API. (#28041)
• Resolved an issue caused by a renaming of the ConnectWise board affects Triage mappings. The Triage automation will now track and use the Board Id instead of the name. (#27751)
• Fixed an issue where the SmartForms: Staff Onboarding automation was not respecting the "Disable Contact Creation in Ticketing System" option in the Package Configuration Form. (#27754)
• Fixed an issue where the Pia: Staff Onboarding automation was excluding OUs in limited cases when using the Azure Cloud Sync Service. (#27797)
• Fixed a performance issue in the Pia: Bulk Staff Offboarding automation related to password generation, which occurred due to missing password options setup in the package configuration form. (#27822)
• Improved support for the implementation of the new Microsoft Entra Connect synchronization service to expand support of group based and entire directory sync settings in the Pia: Staff Offboarding automation. (#27835)
• Resolved an issue where the SmartForms: Staff Onboarding automation was unable to detect All Staff Group due to presence of non-alphabetical characters. (#27836)
• Fixed an issue where the Pia: Add/Remove User from Groups(Cloud Hybrid) automation was displaying empty group selection options if the groups were all hosted in a single environment instead of being distributed across both Azure and Active Directory. (#27660)
• Fixed the license verification logic in the Pia: Modify CSP Subscription automation to prevent the package from failing if Pia could not recognize the CSP changes within certain time limit. (#27661)
• Fixed an edge case scenario where the Pia: Triage V2 automation was having an issue while setting custom fields for AutoTask partners. (#27691)
• Resolved an issue with the Pia: Triage V2 automation to better handle when a configured mapping for type/issue type and sub issue type are renamed in the AutoTask ticketing system. (#27701)
• Resolved an issue in the Pia: Re-Allocate User Licenses automation by allowing removal of licenses even if the subscription is over assigned to avoid errors. (#27743)
• Fixed an issue where the Pia: Modify CSP Subscriptions automation was failing if the number of Ingram customers it was collecting was zero. (#27633)
• Fixed an issue with stacked triage dispatch rules where setting the operator to 'Any' failed when the condition included child conditions on the AI Triage screen. (#27643)
• Resolved a performance issue in the Pia: Staff Onboarding automation where the mailbox was not generating in a reasonable time. (#27654)
• Fixed an issue where the Pia: Staff Onboarding (Semi-Hybrid) automation was not updating specified Manager field in Azure if the manager selected had an account in Active Directory but not Azure. (#27574)
• Corrected an issue where the SmartForms: Reset Network Password automation for Semi-Hybrid scenario would output an audit note to the ticket stating that a password reset for both on-prem and cloud was completed, even though only an on-prem user had been selected. (#27488)
• Fixed an issue where there was a possibility that the Pia: Staff Offboarding (On Prem) automation would not respect the password complexity rules configured on the global config form causing an error when clearing/resetting the password of a user when they are offboarded (if configured to do so). (#27501)
• Resolved an issue with the Pia: Computer Space Cleanup automation where the package was failing to process empty paths. (#27506)
• Resolved an issue where the Pia: Staff Onboarding (Cloud Only) automation was failing due to the presence of apostrophes in the Group name. (#27507)
• Fixed memory issues within the Pia: Computer Space Cleanup automation to ensure so that the package can delete large amounts of files. (#27389)
• Resolved an issue where the Pia: File Share Security Change automation was failing when the users selected a drive that has been mapped to azure storage containers. (#27415)
• Fixed an issue within the Pia: Staff Offboarding (Cloud Hybrid) automation that was causing a double up of audit notes for converting mailbox to shared. (#27420)

Enhancements 🌟​

• Implemented browser language reading for Date/Time selectors within forms so that the Date Picker form now displays Date/Time format based on locale of the browser. (#27572)
• The Get Ticket Data activity has now been updated to output Agreement and AgreementType associated with the ticket. (#27862)
• Created a new built in classification - Incident|Workstation|Disk Space classification so that it can be mapped to the Pia: Computer Space Cleanup package to or to map low space alerts. (#27934)
• The Set Agreement Action in the Triage: Dispatch screen is now converted to a text input field instead of a drop-down selector. (#27925)
• Implemented html removal when submitting SmartForms so that initial audit notes are not bloated with unnecessary data. (#27635)
• The text input form field in the form editor now allows you to modify the minimum input length in the form. (#28023)
• Implemented caching to prevent rate limiting on the Dicker data connected service. (#28017)
• The Smartforms: Staff Onboarding automation now gives you the ability to customize SMS text sent to the newly onboarded staff. This includes updating the SMS with variables such as #password, #upn, #displayname and #ticketid. (#27562)
• A new "Business Name" field has been added to the Tenant Settings screen, allowing you to define your business name. If you fill out this field, it will be used in place of your tenant name where referenced in the SmartForms Portal. (#28179)
• Updated Halo PSA webhook implementation to handle a new requirement from Halo to register specific fields when Pia performs webhook registration in Halo's System. (#27248)
• The Scheduled Package condition has been updated to include a new optional input parameter, "unpublish_on_completion". You can use this as a way to force your scheduled automation to run once at the scheduled time and then self disable. (#28114)
• The Adoption Report has now been updated to present SmartForms event and Chat Event automations only excluding custom scheduled events that may cause discrepancies in the report. (#28196)

Bug Fixes 🐛​

• Fixed an issue where Pia was not suggesting Package selection option after the completion of AI Autostart automations. (#27634)
• Resolved an issue where the Triage: AI Classification feature was failing if custom classifications included trailing and/or leading whitespaces. (#27885)
• Fixed an issue in live packages screen where executing activities was not showing the correct timer. (#27807)
• Fixed an issue where renaming ConnectWise boards was affecting triage mappings causing the tickets to not dispatch. (#27751)
• Resolved an edge case scenario where duplicate tickets were being created for a Partner while running the IT Help Request SmartForm. (#27678)
• Resolved an issue where the company_id variable was not populating with the ticketing system client id, but rather the pia clientUnderSupport id when executing a ticketing system event package execution. (#27997)
• Fixed an issue where Halo Integration was not working due to modifications in the API response process by Halo. (#27816)
• Fixed an issue where the chatbot was allowing engineers to submit the same form twice (e.g. if you have two browser windows open and hit submit at the same time). (#27753)
• Updated the Edge/Chrome Extension for AutoTask/Halo PSA to prevent the Pia popup from appearing on the login screen of AutoTask and Halo PSA which was causing some confusion for users. (#27752)
• Fixed an issue within the Canvas screen where the drop-down form fields in an executing automation was spawning away from the pod window. (#28003)
• Fixed an edge case scenario in the Partner Portal where invalid ITGlue configurations for a client were preventing the client page from rendering. (#28157)
• Resolved an issue where scheduled child packages were failing to generate audit notes in tickets. (#27421)
• Resolved an issue that caused the Partner Portal to crash whenever the Agents screen table was sorted or filtered. (#28143)
• Resolved an issue in the repeating section where default values were not automatically populated in a newly inserted section. (#28092)
• Resolved an issue whereby Pia would become unresponsive and require a tenant restart for a handful of partners for a specific edge case due to a cache reset timing issue in combination with high demand / certain demand profile on the Pia tenant. (#28266)

What's New 🌟​

Major New Features/Release Items​

CSP License Procurement for SmartForms #💡​

• User Onboarding & User Offboarding SmartForms Changes

4x New Automations!​

• Challenge User Identity #💡
• Challenge User Identity via Duo #💡
• Reset/Modify Users MFA Auth Methods with Duo #💡
• Recreate Outlook Mail Profile

2x New AI AutoStart Automations!​

• Outlook Mail Flow Troubleshooting
• Printer Troubleshooting

CSP License Provisioning Integration with Sherweb​

Additional Changes​

🌟 CSP License Procurement for SmartForms (User Onboarding & User Offboarding)​

User Onboarding & User Offboarding SmartForms Changes​

(This was an idea submitted by our Partners! #💡)

We have now added the ability to procure licenses through User Onboarding and User Offboarding SmartForms so that when a user submits a User Onboarding or a User Offboarding request through the SmartForms portal, Pia can automatically provision or deprovision license based on the request submitted.

As a refresher, here is the list of CSP integrations supported by Pia and a quick guide on CSP Integration configuration: CSP Integrations.

This feature can be enabled with the same checkbox that is used to enable CSP license Procurement in Chatbot Automations.

🌟 4x New Automations!​

Challenge User Identity​

(This was an idea submitted by our Partners! #💡)

Need to reset a user's password but you don't trust the person on the call?

Use the new Pia: Challenge User Identity automation to authenticate the user before you proceed with any of their Service Desk requests! (#25659)

Challenge User Identity via Duo​

(This was an idea submitted by our Partners! #💡)

Of course, not every client uses Windows Authentication which is why we've extended our support for the new Pia: Challenge User Identity via Duo automation to Duo.

A push notification will be sent to the user's Duo app asking them to confirm that the request is being made by them or someone on their behalf. (#25658)

Reset/Modify Users MFA Auth Methods with Duo​

(This was an idea submitted by our Partners! #💡)

Use the Reset/Modify Users MFA Auth Methods with Duo automation to add or remove authentication methods configured in a user's Duo app. You can choose to set up SMS or email-based authentication, which will be sent to the user for verification. (#26362)

Recreate Outlook Mail Profile​

The new Recreate Outlook Mail Profile automation allows you to reset or modify a user's Outlook mail profile automatically from Pia's chatbot.

🌟 2x New AI AutoStart Automations!​

We're excited to announce the addition of two new automation packages to our AI AutoStart lineup: Pia: Outlook Mail Flow Troubleshooter (#25875) and Pia: Printer Troubleshooter (#26237).

With AI AutoStart enabled, these automations will initiate relevant troubleshooting steps as soon as the user submits a request and generate a report in the chatbot without any manual intervention from the engineer.

To learn about configuring AI Autostart, click here.

🤝 CSP License Provisioning Integration with Sherweb​

Sherweb CSP now adds to our list of supported CSPs for managing Office 365 licenses!

You can now automatically manage Office 365 licenses directly through our automation processes like Staff Onboarding, Staff Offboarding, and Manage User Licenses. This enhancement will save you time and streamline your routine processes, making license management more efficient and hassle-free! (#9490)

For the Pia: Staff Onboarding Automation, you can use the License Provisioning options available in the Package Configuration Form to enable/disable this feature.

For the Pia: Staff Offboarding Automation, you can use the License De-Provisioning options available in the Package Configuration Form to enable/disable this feature.

The Pia: Modify CSP Subscriptions Automation has also been updated to support license procurement through Sherweb. As with other CSP integration, this enhancement allows you to review and choose how you wish to adjust the subscriptions for your Licenses via Sherweb.

To learn more about Sherweb Integration, click here.

🌟 Additional Changes​

• Added remote server support to the Pia: Staff Onboarding - Home Drive Creation functionality. Pia now supports Home Drive shares on machines other than the primary domain controller. (#17264)
  (This was an idea submitted by our Partners! #💡)
• The Pia: Remote Desktop Setup automation has now been updated to support RDP files with no defined hostname. (#22905)
• The SmartForms: Staff Onboarding form has been updated to include an Employment Start Date field. This allows you to specify the start date for the new staff member being onboarded. If a start date is entered, it will also be automatically included in the ticket summary for the corresponding SmartForms request. (#25294)
  (This was an idea submitted by our Partners! #💡)
• The Pia: Blacklist Email automation has been updated to display the current list of blocked senders and domains. Similarly, the Pia: Whitelist Email automation is now updated to show current the list of allowed senders and domains. (#27161)
• The Pia: Change User Details automation now allows you to update additional details about a user. These details include:
  • UPN Field
  • Proxy Address
  • Mail Nickname
  • Extension Attributes (#8595)
• The previously launched Pia AI Autostart: Computer Performance Report automation has been further modified to perform self heal actions and resolve issues whenever possible. (#26316)
• The Pia: Staff Offboarding automation has been added with an option to modify the display name with prefix or suffix during the termination process. (#13238)
• The Pia: Get Mailbox Information automation has been enhanced to make the package more robust, ensuring that the delegates and forwards report accurately captures all essential data. (#25205)
• The Triage V2 automation now supports additional conditions and actions that were introduced in Platform 18.
  These new conditions and actions allow you to dispatch tickets based on additional scenarios that suit your business. (This was an idea submitted by our Partners! #💡)