Enhancements 🌟​

• Enabled provisioning of the Microsoft Entra Internet Access Premium license via a CSP and added it as a selectable default option within the Pia: Staff Onboarding configuration. (#29304)
• Modified the Pia: Account Locked Out automations to ask the engineer for the action to be completed i.e. Unlock Account or Enable Account or both. (#28898)
• Updated the SmartForms: Reset Network Password automation to retrieve the disable SMS Option setting from the Pia: Reset Network Password automation. (#29074)
• The ability to append a prefix or suffix to an offboarded user's display name in the SmartForms: Staff Offboarding automation is now fully supported in zero touch workflows as well. (#29050)
• Updated the Pia: Add/Remove User from Groups automation to identify and remove users from selected groups based on the UPN provided. (#29468)
• Added support for enabling or disabling auto‑mapping within the Pia: Grant / Revoke Mailbox permissions in bulk automation for greater control over mailbox permission behaviour.. (#29654)
• The Extension Point data for Pia: Staff Onboarding automation extensions has been updated with additional information i.e. middle name of the user, job title, company and employee start date. (#29648, #29739)
• Updated the licensing matrix for Pia: Staff Onboarding automation with the following additional licenses:
  • Microsoft Teams Calling Plan pay-as-you-go (country zone 1 - US) (#29383)
  • Microsoft 365 Business Standard (Non-Profit Pricing) - MST-NCE-CEU-C100
  • Teams Phone with domestic calling (country zone 1 - UK/Canada) - MST-NCE-PDQ-C100 (#29826)
  • Microsoft 365 Business Standard (no Teams) (#30343)
  • Microsoft_Teams_Audio_Conferencing_select_dial_out_GCC (#30258)
• Added the following licenses into the list of available licenses that can be procured through Pia automations:
  • Microsoft 365 Apps for Enterprise (#29743)
  • Azure Information Protection Plan 1 [RIGHTSMANAGEMENT_CE] (#29842)
• Enhanced the Pia: Staff Onboarding automation to automatically resolve duplicate usernames or UPNs by incrementally extending the last name. For Example, if a duplicate of john.s is found, Pia will increment the last name to john.sm, and continue until john.smith. (#28666)
• Enhanced the Pia: Challenge User Identity  automation to add an audit note to the ticket indicating the authentication method selected by the engineer. (#29880)
• Updated the Pia: Staff Onboarding automation to support new username formats. These formats are:
  • FirstFullLastInitial – Example: John Smith = JohnS
  • FirstFull.LastFull – Example: John Smith = John.Smith (#30097)
• Updated the labels of some of the config options in the Pia: Staff Onboarding package config form to improve clarity. (#30069)
• Updated the Pia: Outlook Troubleshooter automation with additional logging for better error handling in future. (#29197)
• Updated the Pia: Staff Offboarding (Cloud Only) automation with retry logic to better handle timeouts. (#29200)
• Added better error handling logic to the Pia: Bulk Update User details (Cloud Hybrid) automation so that when a user cannot be retrieved from Active Directory, the automation now skips that user rather than failing. (#29201)
• Updated the Pia: Reset Network Password automation to inform the engineer if the selected user account had administrative privileges. (#29724)
• Added a check to the Pia: Create a Group automation to confirm if the proxy address is in use already. (#29830)
• Updated the AD replication activity to sync enterprise partitions as well as additional partitions of the domain to ensure proper domain replication. (#28765)

Bug Fixes 🐛​

• Resolved an issue for a Partner where the Pia: Triage V2 automation was running multiple times when events were added or updated. (#29271)
• Fixed an issue for a Partner where multiple licenses were unintentionally procured during the Pia: Staff Onboarding (Cloud Only) automation. (#28111)
• Fixed an issue where the original subscription count of Ingram Micro license was not being displayed in the chatbot for Pia: Staff Onboarding and Pia: Staff Offboarding automations. (#28448)
• Fixed an issue with the Pia: Staff Onboarding (Cloud Hybrid) automation where a duplicate backslash () was being added to home drive folder path if the client had a home drive path that ended with a backslash (). (#29075)
• Fixed an issue with the SmartForms: Staff Onboarding automation where Several tasks were still being executed even when users selected “No” to re‑checking whether a mailbox had been created in Exchange Online which was causing automation failures. Proper skip logic has been added to ensure non-required tasks are bypassed when the mailbox is not found. (#29097)
• Resolved an issue with the SmartForms: Staff Onboarding automation where the hidden additional fields from the SmartForm was interfering zero touch automation. (#29107)
• Fixed an issue with the SmartForms: Staff Offboarding automation where it was unable to disable an AD only user. (#29117)
• Fixed an issue with the Pia: Modify CSP Subscriptions automation where subscriptions with no associated Ingram products were still being processed. The automation now correctly excludes any subscription that has no linked products, preventing unnecessary processing and related failures. (#29123)
• Fixed an edge case for a Partner where the Pia: Triage V2 automation was timing out due to bypassing an index on collecting the errorLogs for triage executions. (#29184)
• Fixed an issue with the Pia: Bulk Staff Offboarding where the user offboarding failed because an ambiguous identity attribute was being used to complete and verify mailbox conversions. (#29199)
• Fixed an issue with the SmartForms: Staff Onboarding (On Prem) automation failed to copy users because it attempted to run Exchange mailbox‑permission retrieval activities as the client was configured to use Microsoft Graph. (#29260)
• Fixed an issue with the Pia: Staff Onboarding automation so that default licenses are now uploaded to the configuration as expected. (#29266)
• Fixed an issue where the Pia: CSP Modify Subscriptions was unable to procure licenses from Sherweb CSP. (#29268)
• Resolved an issue with the Pia: Add/Remove User from Groups (Cloud Hybrid) where the Cloud Only groups were missing in the group selection form. (#29303)
• Resolved an issue to handle Sherweb subscriptions that do not have renewal configuration or are not auto renewed to avoid automation failures. (#28711)
• Fixed an issue where the Pia: Bulk Staff Offboarding automation was failing due to duplicate contacts in the ticketing system. (#28796)
• Fixed an issue where the SmartForms: Staff Offboarding automation removed license from mailbox that was not converted to shared. (#28992)
• Resolved an issue with the Pia: Staff Offboarding automation where scheduled tickets with manual tasks are being auto closed without the manual tasks being copied over to original ticket. (#29013)
• Resolved an issue with the SmartForms: Staff Onboarding automation where the home drive was created on the wrong server. (#29029)
• Fixed an issue with Halo ticketing system where the Pia: Change User Details automation was failing to create contacts due to missing info on site location. (#29387)
• Fixed an issue in the Pia: Triage V2 automation where a nested condition wrapped with the "ANY" operator was not working as expected. (#29417)
• Fixed an issue with the Pia: Change User Details (Cloud Only) automation where an AutoTask contact failed to update due to the presence of a duplicate contact record. The automation now handles duplicates correctly to ensure updates are applied as expected. (#29434)
• Fixed an issue with the Pia: Staff Offboarding automation where the display name of the user was renamed instantly rather than after the scheduled Date/Time for offboarding. (#29440)
• Fixed an issue with the Pia: CSP Modify Subscriptions automation where a premium license was not being procured due to presence of a stop condition in the automation. (#29441)
• Fixed an issue for a Partner where the Pia: Reset Network Password displayed incorrect password change status message in the chat. (#29443)
• Fixed an issue where the Pia: Staff Offboarding automation was unable to find the groups to exclude the offboarded user from. (#29448)
• Resolved an issue in the Pia: Staff Onboarding automation where the required Pax8 license was missing from the license selection drop-down. (#29452)
• Fixed an issue where the AD: Add User To Group activity was failing in the Pia: Staff Onboarding (Semi Hybrid) automation because the All Staff Group configuration was empty for the client. (#29479)
• Fixed an issue with the Pia: Bulk Staff Offboarding automation where setting boolean extra attributes was failing the automation. (#29497)
• Fixed an edge case where the Pia: Update User Details automation updated the email address of the wrong contact (belonging to a different company) when multiple clients had contacts with the same first and last name. (#29506)
• Resolved an issue where the Pia: Outlook mail flow troubleshooter was failing due to update to deprecated version of the message trace cmdlets. (#29509)
• Fixed an error where the Pia: Staff Offboarding automation was timing out and erroring while removing users from groups if the automation ran into a permission error. (#29510)
• Fixed an issue where the Pia: Staff Offboarding (Cloud Hybrid) automation was failing when attempting to start the azure sync service. (#29540)
• Fixed an issue where the Pia: Start DirSync automation was unable to detect Entra AD Sync when installed on non standard drive. (#29549)
• Fixed an issue where the SmartForms: Staff Offboarding automation displayed disabled SmartForms users in the selection dropdown, ensuring only active users now appear for selection. (#29560)
• Fixed an issue where the Pia: Computer Space Cleanup automation errored while uploading file to the ticket due to the size of the file. (#29316)
• Resolved an issue for a Partner where the dispatch rule set for Ticket Sentiment in the Pia: Triage V2 automation was not updating the Sentiment Custom field. (#29382)
• Fixed an issue with the Pia: Change User Details (Cloud Only) automation where a user’s details were incorrectly updated for partners using Halo PSA. (#29609)
• Fixed an issue with the Pax8 API token which was preventing license provisioning and causing SmartForms: Staff Onboarding automation to fail. (#29615)
• Fixed an issue with the Pia: Change User Details automation where a user's details were not updated in Microsoft Office 365 correctly. (#29640)
• Fixed an issue where the Pia: Computer Performance Report was failing due to incorrect Package Id. (#29715)
• Resolved an issue in the Pia: Challenge User Identity automation where the Authenticator MFA option would intermittently fail to appear in the selection list, only showing up after refreshing Pia or rerunning the automation. (#29833)
• Fixed an issue where the Pia: Create Shared Mailbox (Cloud Hybrid) automation was failing when disabling the user account. (#29978)
• Fixed an issue where the Pia: Challenge User Identity automation was failing during user authentication due to the integration details not passed correctly. (#29980)
• Fixed an issue where the Pia: Update User Details automation was failing due to the immutable Id not being in the expected format. (#29799)
• Resolved an issue where a user was not being recognized by the Microsoft Graph API when running the Pia: Staff Onboarding (Cloud Only) automation. (#30369)
• Fixed an issue where the Triage stamping rules failed to assign the correct Ticket Type and Category when a partner configured all their Halo PSA categories under Category 3. (#29187)
• Fixed an issue where a Config Watcher Alert was being displayed for a child company due to a missing check against the client links. (#27176)
• Fixed an issue with the Pia: Staff Onboarding (Cloud Only) automation where verifying the user is recognized as created within Azure Active Directory before attempting to process modifications to the account. (#30166)

Bug Fixes 🐛​

• Fixed an issue where the user sessions were incorrectly timed in Pia Canvas if the user forgot to clock out. (#27899)
• Resolved a UI issue where the SmartForms settings icon in the SmartForms portal was invisible if the theme color was set to white. (#28528)
• Fixed an issue where Pia was storing API Tokens for third party CSPs longer than its validity causing automations to fail during license provisioning. (#28823, #29734)
• Fixed an issue where inactive contacts were appearing within the "Route to Assignee" action of the AI Triage Dispatch rules screen. (#28918)
• Resolved an issue where Pia was disabled for clients of a Partner when migrating the clients from one ticketing system to another. (#29028)
• Resolved an edge case for a Partner where they were unable to access Pia in their ConnectWise ticketing system with Nilear Interface. (#29082)
• Resolved an edge case for a Partner where the AI Triage feature was including tickets that needed to be skipped. (#29293)
• Fixed an issue in the Agents screen where the paging was not working properly. (#29385)
• Fixed an issue for a Partner where clients were shown as un-configured in the adoption report. (#29453)
• Made the Pia tenant more resilient to handle a specific scenario where Triage was causing a performance issue. (#29547)
• Fixed an issue in AI Triage where the config watcher incorrectly reported a configuration error despite valid settings. (#29590)
• Resolved an edge case for a Partner where the tickets created via the SmartForms requests were classified incorrectly. (#29618)
• Fixed an issue where a scheduled AutoTask ticket for Pia: Staff Offboarding automation was failing due to Pia attempting to assign an inactive user to the ticket. (#29645)
• Resolved an issue where the chatbot was not automatically re-enabled if a ticket upon re-opening a closed ticket. (#29661)
• Fixed an issue where cancelling automations did not automatically cancel time logging for the Partner. (#29764)
• Fixed an issue in AI Triage where a permission error prevented company data from being collected, causing the existing company ID to be overwritten and resulting in an error. (#29797)
• Resolved an issue where the log entries for automations were displaying incorrect times due to missing time zone conversion in the Live Packages screen (#29801)
• Resolved an issue where the SmartForms: Staff Onboarding automation was failing during Active Directory Sync due to unexpected connection issue against a machine. (#29882)
• Resolved an issue where Partners were seeing Pia health alerts for invalid Triage mappings even when their configuration was correct. (#29911)
• Fixed an edge case for a Partner where a scheduled automation was sending duplicate notification emails. (#29960)
• Fixed an issue where the Pia: Triage V2 automation was failing when attempting to retrieve errored activity logs. (#30006)
• Fixed an issue where the Pia: Triage V2 automation was failing when attempting to retrieve ticket data due to restrictions in Halo ticketing system API. (#30008)
• Fixed an issue for a Partner where the Pia chatbot was not opening in AutoTask after the authentication update to the Pia Portal. (#30046)
• Resolved an issue for a Partner that was causing extended Triage processing times. (#30066)
• Fixed an issue where the Partner was unable to find a contact type when creating a new contact sync rule in the SmartForms screen. (#30137)
• Resolved an issue where re-selecting an approver did not automatically update the approval email field while creating a new approver in the Approvers Tab of the clients screen. (#30145)
• Resolved an edge case affecting a Partner where guest access authentication was failing for a user in Pia tenant. (#30212)
• Fixed an issue where Pia was not working within the AutoTask ticketing system due to webhook data failing to ingest correctly. (#30222)
• Resolved an issue where Pia encountered an admin‑consent error that required Partners to authorize MS Graph twice. (#30229)
• Fixed an issue where a Partner experienced performance slowness on the Users screen. (#30243)
• Fixed an issue where the Microsoft Graph API was not authorizing for a Partner due to exceptions in the assigned role. (#30277)
• Fixed an edge case for a Partner where a misconfigured Get Approval activity caused an unintended additional approver to be emailed during an automation. (#30312)

What's New 🌟​

Release Items:

• Semi Hybrid support for Chatbot & SmartForms automations
  • Pia: Bulk Update User Details
  • Pia: Re-enable Offboarded Account
  • Pia: Hide Mailbox from GAL
  • SmartForms: Account Locked Out
  • SmartForms: Change Calendar Permissions
• Prem Only Support for Bulk Update User Automation

🌟 Semi Hybrid support for Chatbot & SmartForms automations​

We have expanded our support for the following automations to the Semi Hybrid Environments as well!

• Pia: Bulk Update User Details (#15149)
• Pia: Re-enable Offboarded Account (#15155)
• Pia: Hide Mailbox from Global Address List (GAL) (#26492)
• SmartForms: Account Locked Out (#25618)
• SmartForms: Change Calendar Permissions (#25619)

🌟 Prem Only Support for Pia: Bulk Update User Automation​

The Pia: Bulk Update User Details automation now supports Prem Only environment. (#26484)

New and Enhanced in this Release ✨​

• All the built-in Pia automations have been added with extension points so that you will be able to find extension points At the beginning and at the end of each Pia automation.
• Updated the Pia: Microsoft Teams Troubleshooter automation to output Teams capability of an account based on whether it is associated with a service plan or not. (#27307)
• The Re-Enable Offboarded Account automation has been enhanced with the additional functionalities so that the automation will:
  • Show state of the assigned license if a terminated user has a license assigned to them even after termination
  • Proceed in the scenarios where a license does not have Exchange capability
  • Will display a warning that if the engineer does not select a license with Exchange capability, the mailbox of the re-enabled account will remain as a shared mailbox. (#22939)
• Updated the Pia: Staff Onboarding automation to support four new UPN formats which the engineer can select from while creating a UPN for the new user. These formats are:
  • John.Smith
  • smith.john
  • john-smith
  • JoSmith (#28622)

Bug Fixes 🐛​

• Fixed an issue where under specific circumstances the mailNickName property would not be used in azure_ad_create_group. (#28629)

We hope these enhancements improve your experience and streamline your workflows. Stay tuned for more updates and new features in future releases. As always, your feedback is invaluable to us. Please don't hesitate to reach out with any questions or suggestions.

Thank you for choosing Pia aiDesk as your automation platform of choice!

The Pia Product Team

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.