Frequently Asked Questions​

Pia Chat Enhancements ✨​

Review AI and Support Conversations with Chat Log

Need greater visibility into the conversations happening across Pia Chat?

We're introducing a new Chat Log experience that gives your team access to both Triage Chat and Ticket Chat conversation history in a single location. With powerful search and filtering capabilities, you can quickly find interactions by message content, client, contact, date range, chat type and more. Detailed conversation views make it easy to review the full exchange between end users, engineers, and Pia helping teams investigate issues, monitor interactions, and maintain oversight of the support experience. (#32146)

Close Your PSA Tickets Directly from Pia Chat

We've enhanced the Pia Chat experience to give end users greater control over their support requests. Users can now ask Pia to close tickets they have logged directly from either the AI Resolution Assistant or the dedicated Pia Chat experience. This makes it easier for users to manage their own requests once an issue has been resolved, reducing unnecessary Service Desk effort, keeping ticket queues up to date and helping support teams focus on work that truly requires their attention. (#31026)

Re-open your closed Tickets from Pia Chat

Pia Chat now also makes it easier for users to continue conversations on previously resolved issues. If a problem returns after a ticket has been closed, Pia can identify recently closed tickets and offer to reopen them, preserving ticket history and keeping all related communication in a single request.

For tickets that fall outside the configured reopening window, Pia helps users raise a new ticket while automatically referencing the previous issue and its details creating a seamless support experience for users while helping Service Desk teams maintain cleaner, more accurate ticket records and reduce unnecessary duplicate tickets. (#32260)

Bring more context to every conversation with file attachments in Pia Chat

Users can now upload files directly in chat, making it easier to share screenshots, documents and other supporting information. Attachments are available to technicians in the Ticket Chat tab of their Tech Assist Pod. When Log Conversations as Ticket Notes is enabled, these attachments are automatically attached to the associated ticket. (#32149)

Additional Enhancements 🌟​

• Enhanced the Pia Chat installation experience with new configuration option that allow administrators to control whether users receive a post-installation message with guidance on how to pin the app. (#32756)

• Fixed an issue where clicking 'Start Teams Chat' multiple times could create duplicate Teams chats for the same ticket contact. The button now locks immediately during setup, and backend chat/session creation is idempotent to prevent duplicates across concurrent requests. (#33477)
• Resolved an issue where client responses in Pia Chat did not update ConnectWise tickets to the configured "Client Responded" status when the chat was initiated from an existing PSA ticket. Client replies now correctly trigger ticket status updates regardless of whether the conversation was started from Teams or the ConnectWise Ticket Chat experience. (#33548)

Bug Fixes 🐛​

• Fixed an issue where Pia Chat was showing error during installation for few Partners. (#33910)
• Fixed an issue with the Pia Chat app installation where delegated consents might be valid, however the roles assigned to the associated users may still not allow for teams app installations. (#33523)

Upcoming Features​

Here is a set of questions we got during early release Program which have updates coming:

What's New 🌟​

New Health Rules for Pax8 Integration Expiry Tracking

Enhanced the Config Watcher Health Rule to proactively notify clients of upcoming Pax8 Integration expirations through the "Pia can talk to your integrations" System Alert.

The update introduces health rule monitoring for Pax8 consent expiry, including:

• Advance notifications 30 days before consent expiration.
• Expired integration alerts when re-authorization is required.
• Detection of legacy Pax8 integrations that require a one-time re-consent to enable expiry tracking.
• Direct navigation from alerts to the Pax8 Integration page for quick re-authorization and resolution.

Additionally, the solution includes a targeted email notification workflow to remind partners of upcoming Pax8 consent expirations, with email template requirements and delivery options to be reviewed as part of the implementation. (#33189)

Additional Enhancements 🌟​

• Enhanced the package promotion experience by automatically hiding the overwrite option for activities and forms that are locked in the target environment, reducing unnecessary configuration steps for engineers working with shared built-in activities that are locked by default. (#33565)
• Improved the reliability of embedded CloudRadial SmartForms sign-in to reduce authentication issues and email mismatch-related access failures by:
  • Improving CloudRadial SmartForms iframe authentication failure handling with CloudRadial-specific retry/reload UX.
  • Preserving retry context to allow deterministic re-attempt of CloudRadial SSO in embedded mode.
  • Updating ConnectWise SmartForms user sync to prefer default email (defaultFlag) before fallback, reducing incorrect alias sync after contact merges. (#32011)
• Improved Search Ticket Cache activity performance and timeout resilience by optimizing query execution and adding targeted SQL indexes for ticket filtering/paging and classification joins, while preserving existing output and paging behavior. (#33336)
• Improved friendly error message when SmartForms submission fails due to invalid configuration state. (#33256)

Bug Fixes 🐛​

• Fixed an issue with the Pia: Triage V2 automation export timeouts for high-volume tenants by aggregating triage activity logs per execution in the database and adding log line count metadata to the export. (#30227)
• Fixed set_config_form_data editable-table updates to accept both array and { table_data, table_fields_options } form_def payloads while persisting renderable array-form answer data. (#32962)
• Resolved an issue that prevented the Tech Assist Pod from loading for some users by introducing a retry mechanism for ConnectWise embedded pod authentication. (#33349)
• Fixed incorrect ticket-number display in scheduled/chat/SmartForms automation contexts by propagating display ticket IDs end-to-end and using display IDs in AutoTask scheduled-action notes where available. (#33485)
• Fixed an issue where automated time-log entries could miss the automation name when execution occurred through non-chat paths (such as extension/function-pack flows). Time-log notes now reliably include an automation label, with fallback resolution when event metadata is unavailable. (#33512)
• Fixed an issue where inactive ticketing clients could remain synced as active in PIA. Client sync now explicitly requests active companies only. (#33513)
• Fixed false-positive Automation Hub integration configuration health alerts so integrations are only validated for bundles that are actually applicable to the client; clients with non-applicable/Not Available packages are no longer incorrectly flagged. (#33550)

3 New PiaPacks 🌟​

Clone Automations via Pia API
This automation allows an Automation engineer to clone Packages, Forms and Activities so that you can fork the code for your own uses.

Office 365 Mail Trace
Lets your technicians perform an Office365 Mail Trace from Tech Assist helping to quickly identify if a message has been delivered.

TimeZest Automations
Automate client appointment scheduling directly within Pia using TimeZest. From onboarding and sales consultations to troubleshooting sessions and onsite visits This pack delivers 6 automations for faster, more consistent booking experiences faster, more consistent booking experiences!

1 New Blueprint 🌟​

ZeroTouch SmartForms Example
Do you want your clients to self-serve without your engineers involvement? This example shows how to build a SmartForm that can run automatically with no engineer involvement!

12 Updated PiaPack 🌟​

Initiate a Directory Sync
An update to ensure the function package is a required dependancy of the Execute DirSync automation.

Retrieve Workstation or Server Event Logs
Implement compression when retrieving event logs from workstations / servers to abide by activity output length limits.

Challenge User Identity (O365)
A change of required scope on delegated consents from Application.ReadWrite.All to Directory.AccessAsUser.All.

SmartForms: Add/Remove Access to Groups
Added in SmartForm Submitter Data to Extension Automation outputs, also resolves an issue where the automation would mistakenly report No Groups Specified.

Hardware Request Form
Fixed SmartForms extension execution mode handling for Staff Onboarding append flow.

Extension Automation Template
Updated the Extension Automation 2 template so that we support one time secret url regionalization.

Send Credentials via OneTimeSecret(OTS) for Staff Onboarding
Added handling for regionalization of api urls. Partners can now configure the one time secret region that is tailored for them.

Gsuite New Staff Onboarding
Added handling for user creation errors and uniqueness checks.

Logout Azure Virtual Desktop User Sessions
Added more verbose logging and messaging for the logout result of user session(s).

Datto RMM Operations Bundle
Resolved issue with upper paging limit within the Get All Sites activity.

User Account Security Lockout
Fix to modify the dependent package Id, this will allow installation to live mode in Pia tenants.

Archive OneDrive Data for Staff Offboarding
Updated default configuration for extension points so the input and processing function packages are pre-selected to their corresponding extension points on installation of this PiaPack.

5 New Self Serve SmartForms automations! 🌟​

Give your clients the ability to self serve /manage their own requests safely.

Take control of common account management tasks with our growing range of Self-Service SmartForms automations. These automations can now be used by end users to securely manage their own accounts, reducing Service Desk workload and enabling faster request fulfillment.

The following SmartForms automations now support Self-Service:

• Setup/Remove Out of Office (#32395)
• Change Calendar Permissions (#32423)
• Create or Remove Mail Forwarding Rule (#32659)
• Grant/Revoke Mailbox Permission (#32660)
• Reset Network Password (#32661)

New AI AutoStart Automation! 🌟​

Computer Space Clean Up​

We've expanded our AI AutoStart Automation lineup with the new Computer Space Clean Up automation. Now, when a user submits a storage cleanup request, Pia can automatically detect and action the request without waiting for technician intervention. Based on the configured Self-Heal actions and the affected drive, Pia can clean up temporary files, perform a DISM cleanup on the operating system volume, and generate a TreeView report for technician review.

This helps users free up disk space and resolve storage-related issues faster, getting back to work sooner with minimal disruption while reducing the need for manual service desk involvement. (#26549)

For more information on this automation, click here.

Bulk User Offboarding Now Includes CSP License Management! 🌟​

The Bulk Terminate User automation now includes CSP license de-provisioning, bringing feature parity with the standard Staff Offboarding experience. Partners can now reclaim or reduce eligible licenses as part of a bulk offboarding request, with all associated subscriptions presented in a single interaction for easy review and management. Additional safeguards have been added which includes a confirmation step before license reductions are processed, helping ensure bulk offboarding tasks are completed accurately and efficiently. (#26522)

Semi Hybrid support for SmartForms automations 🌟​

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

• Create or Remove Mail Forwarding Rule (#26524)
• Grant or Remove Mailbox Access (#26525)
• Setup or Remove Out of Office (#26526)

Enhancements 🌟​

• Added handling for when the Microsoft MFA integration has not been configured in the tenant when attempting to run the Pia: Challenge User Identity package. (#28883)
• Added error handling for when Pia lacks the required API permissions to set the resource on a ConnectWise ticket. (#32940)
• Updated the SmartForms: Grant / Revoke Mailbox Permissions automation by making mailbox permission selection mandatory. This improvement helps reduce user input errors. (#32947)
• Enhanced Pia: Staff Offboarding automation to automatically remove delegated mailbox access permissions as part of the offboarding process, helping ensure access is revoked consistently and reducing manual cleanup tasks. (#25337)
• Added a variable to control whether the outcome of the Pia: Triage V2 automation should be appended to the ticket's notes. (#33221)
• Updated all SmartForms automations with Approval Points to be before the technician Prompts during execution, allowing the Approver to approve/deny the request prior to the technician interaction to smoothen the experience. (#32704)
• Updated the SmartForms: Staff Offboarding (Semi Hybrid) automation to include a new Both option, allowing users to terminate accounts in both On-Premises and Cloud environments within a single request. When Both is selected, separate user selection fields are displayed for each environment. (#26791)
• Improved the Pia: Bulk Update User Details automation to handle updating a large number of users. Memory utilization within the bulk update process has been optimized, improving performance and reliability when modifying user details at scale. (#31823)
• Enhanced the Pia: Computer Space Cleanup automation to better handle memory for large file deletions. (#32917)
• Enhanced the Onetime Secret - Create OTS Link Extension to work for a regionalized API base URL. Enhanced support has been added to allow integrations to use custom API base URLs ensuring the extension functions correctly across different regional deployments. (#32456)

Bug Fixes 🐛​

• Resolved an issue where the Cancel function was not working as expected in the Pia: Re-allocate User License automation. (#32989)
• Fixed an issue in the Pia: Manage User Licenses automation where the litigation-hold safeguards could block pure license assignment (add-only) operations. Also corrected litigation capability comparison logic to prevent irrelevant hold prompts and improved execution messaging when license removal is skipped due to litigation/archiving policy. (#33011)
• Resolved an issue where the Pia: Staff Onboarding automation was not adding Job Title for new AutoTask Contacts. (#33030)
• Fixed an issue in the Pia: Create a Group (On Prem) automation where distribution groups were created with an incorrect email suffix. Additional handling has been implemented in the on-premises AD Distribution Group creation process to ensure the correct Primary SMTP address is assigned and retained when the group synchronizes to M365. (#33137)
• Fixed an issue where the Pia: Change User Details automation was failing due to Job title length limit constraints for AutoTask Contacts. (#33436)
• Resolved an issue in the Pia: Manage User Licenses automation where an ambiguous message may be output to the chat that there was an error removing a license when no licenses were selected to be removed from the User. (#32463)
• Fixed an issue where the Pia: Add/Remove User from Groups (Cloud Only) automation was failing to handle distribution lists with no groups. (#32945)

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

Enhancements 🌟​

• Introduced a new Date Format setting in the Tenant screen that enables you to define how dates are displayed throughout the Pia environment. This setting is applied globally to all users and is supported across the SmartForms Portal, Partner Portal, Ticketing System audit notes, and Tech Assist chatbot forms. (#29883)

• Implemented the functionality to enable secure access for external contractors and partner organizations without requiring tenant-domain email accounts by allowing authenticated SmartForms Portal users to access tenant environments regardless of their email domain, provided they have been granted the required permissions. (#32250)

In order to get to this page, go to your Pia Portal and click on Engage>SmartForms and click on the 'Open Portal' button.
Note: The Sign in as a Pia Admin button will not display for your clients.

• Updated approval request expiry messaging to present expiration timeframes in a more intuitive and user-friendly format. (#32615)
• Enhanced dropdown autocomplete filtering to provide more accurate search results and prevent duplicate values from appearing in suggestions. (#32828)
• Optimized Tenant Health processing to better manage concurrent health checks, reducing unnecessary database activity and improving application stability. (#33014)
• Updated the schedule for later feature with a maintenance job to send email notification if scheduled package runs over an hour. (#33182)
• Added support for automatically populating required fields when creating tickets for Halo PSA partners. (#32825)
• Added in the ability for AutoTask users to open the Pia extension within the Ticket Edit window for existing tickets. (#32414)
• Removed the column length constraint on Integration Definition Variables allowing default values longer than 200 characters and aligning them with existing Integration Configuration capabilities. (#32487)
• Added notifications for engineers who have interacted with SmartForms that execute a Schedule for Later action alerting them if the package continuation fails. For Zero Touch executions, notifications are sent to all Pia Portal administrators. (#32602)
• Implemented the ability to set expected audit formats for writing audit notes to the ticketing system. With this change also comes a new platform variable ($display_date_format) which can be used in custom automations to convert DateTime into a more suited format. Current formats include:
  • "dd/MM/yyyy",
  • "MM/dd/yyyy",
  • "dd MMM yyyy" (#29883)
• Updated the Adoption Report so tickets processed by ticketing_system condition automations are no longer counted as completed by Pia. Tickets with a confidence score above 60% are now classified as missed opportunities, unless an automation was executed via AI Auto Start, in which case they remain classified as completed by Pia. (#30201)
• Added support for optional integration variables allowing activities to rely on internally resolved default values without requiring user input for every integration field. (#30730)
• Adjusted AutoTask time-entry note override implementation to use tenant settings service while reverting unintended shared ticketing base signature changes. Behaviour remains scoped to AutoTask time logs. (#31001)
• Improved the reliability of CloudRadial embedded SmartForms sign-in and reduced email mismatch-related access issues by:
  • Enhancing iframe authentication failure handling with a CloudRadial-specific retry and reload experience.
  • Preserving retry context to enable reliable and deterministic CloudRadial SSO re-authentication in embedded mode.
  • Updating ConnectWise SmartForms user synchronization to prioritize the default email address (defaultFlag) before fallback logic, reducing incorrect alias mappings after contact merges. (#32011)
• Hardened activity and package promotion logic so all matching live rows for an activity static name are demoted, preventing multiple live/published rows from persisting by adding a deployment cleanup script to remove legacy duplicate live activity rows and normalize live flags. (#33320)
• Improved safeguards have been added around Ticketing System configurations to help prevent accidental changes that could impact existing Pia integrations or migration processes. (#29761)

Bug Fixes 🐛​

• Fixed an issue affecting some AutoTask partners where Pia Chat was not automatically appearing in Microsoft Teams for newly synced users when Pia Chat access was enabled in the Partner Portal. Users could still manually add Pia Chat from Teams, but automatic deployment was not occurring as expected. (#32864)
• Fixed an issue that prevented approval request links from automatically expiring once the associated request had been approved. (#32960)
• Fixed a performance issue in the Live Packages View that caused slow loading times by retrieving large volumes of unnecessary partner data. (#32964)
• Fixed an issue where starting an automation from the package options list could fail due to stale chat response linkage. Package starts from that list now avoid reusing old response-linked package mappings, preventing duplicate/invalid execution state. (#32985)
• Resolved an issue where internal AutoTask ticket IDs could be displayed to end users in Teams and Pia Chat interactions. The system now consistently uses public-facing ticket reference numbers across conversations, ticket confirmations, chat titles, and ticket history views. (#33016)
• Fixed an issue that caused the Engage screen to display a Pia Chat licensing warning even when Pia Chat had been enabled for the partner. (#33035)
• Resolved an issue where the ticket.territory.name expression in Ticketing System condition filters was not evaluating correctly and preventing affected automations from executing as expected. (#33052)
• Fixed an issue where welcome emails could be sent from an outdated delegated Microsoft account after KB re-consent. KB re-consent now triggers distributed consent-token cache refresh, aligning behaviour with Connected Services re-consent. (#33055)
• Resolved an issue where Pia Chat was showing system generated external notes from AutoTask to end users. (#33056)
• Resolved an issue in Pia Chat where uploading an image larger than 4 MB could lock client-specific branding settings, preventing users from editing the profile icon. (#33098)
• Fixed an issue where non-synchronized users authenticated through Microsoft Teams were not presented with available SmartForms. (#33112)
• Fixed an issue where the installing Automation Hub PiaPacks to live environment may fail if a conflicting packageInternalId is found. (#33135)
• Fixed an issue where some scheduled-for-later automations could fail to execute and remain in inconsistent state due to database context reuse during error handling. Scheduled package cancel/edit availability is now consistently enforced as future-only and server-driven, and cancel requests now return explicit outcomes when no selected rows are eligible. (#33183)
• Resolved issues affecting Challenge User Identity (O365) PiaPack upgrades (v1 to v2) reducing false update blocks and improving diagnostic logging. (#33204)
• Fixed an issue causing an AutoTask partner to exceed query thresholds due to improper lock handling. (#33211)
• Fixed an issue where expanded activities in Live Packages would automatically collapse during package execution. (#33219)
• Resolved an issue for a Partner where the Pia API was returning agent information incorrectly. (#33222)
• Fixed an issue where Halo PSA time entries were being posted as customer-visible notes. Time log actions are now correctly recorded as internal notes. (#33224)
• Fixed an issue with duplicate message on Pia Chat and Tech Assist chatbot staying in typing state when activity instance creation process run into error. (#33257)
• Fixed a get_ticket_data failure path in ConnectWise integrations where missing/inaccessible company records could cause null-reference errors. Triage now continues with available ticket-level company data, and warning logs are emitted when optional company enrichment cannot be completed. (#33280)
• Fixed an issue where SmartForm data retrieval could fail for extension automations when package activity position metadata was stale. (#32753)
• Fixed a crash in audit note generation for Chat Interaction submissions when form metadata contains missing field-name mappings. (#32786)
• Fixed an issue affecting automation execution via the Pia API where context-specific variables could fail to resolve in certain scenarios. (#32824)
• Resolved an issue where the OneTime Password Extension could fail because the Automation Hub API base URL could not be modified. (#32456)
• Fixed a Config Watcher issue where removed/uninstalling agents could still trigger agent health alerts. Uninstalling agents are now excluded from version checks, and Critical Agent checks no longer report false missing-agent failures when only uninstalling records exist. (#32609)
• Fixed an issue where Date Picker fields configured to default to today's date would persist the save date as the default value. The current date is now applied when the form is rendered in editable mode, while read-only forms display the originally submitted value. (#29508)
• Fixed incorrect Type, Subtype, and Item names and values displayed for AutoTask in Pia Chat and SmartForms. (#30907)
• Resolved an issue where the Pia: Triage V2 automation was timing out during executions. (#31303)
• Resolved an issue where the Function Package: Directory Cloud Sync was timing out during executions. (#31706)
• Resolved a timeout issue that was causing the scheduled task for the Pia: Staff Offboarding automation to fail. (#31838)
• Fixed an issue where secondary automations could fail to execute after clicking "Nevermind" during automation execution in an active chat session. (#31894)
• Fixed an issue where Adoption Report could overcount activated agents for specific clients due to stale reporting ODS agent-client link records. (#32163)
• Resolved an issue where the embedded Pia Tech Assist pod in Halo PSA could fail to load on initial launch. Users previously needed to switch to another tab and return to the Tech Assist tab for the chatbot to load correctly. (#32237)
• Fixed a live Form Editor issue where forms could fail to load for some tenants when Locked tag metadata was missing. (#33318)
• Fixed an issue where clicking Start Teams Chat multiple times could create duplicate Teams chats for the same ticket contact. (#33477)

Frequently Asked Questions​

Pia Chat Enhancements ✨​

Customizable Intro Message for Pia Chat

Deliver a more personalized and branded support experience with customizable welcome and ticket chat messages in Pia Chat.

You can now configure these messages globally across your organization (under Engage Workflow screen) with the option to override these settings for individual clients. With this feature, you can set clear expectations with your clients about what level of service they can expect from both Pia Chat (i.e. you can use pia chat to do X, Y, Z) and from your Service Desk (i.e. your request has been logged and an engineer will be allocated, we aim to get back to you within X, Y, Z time frame depending on the priority of the request).

Here is the configuration options including standard templates for dedicated ticket chat message in the Partner Portal:

Here’s what it looks like in Microsoft Teams for the ticket chat message:

And for the welcome message when Pia Chat is first installed:

To learn more about these settings, click here (#32151)

Bring Your Custom Automations into the Conversation

Want your automations to interact directly with end users, not just engineers?

We've just added a fully customizable automated action option that executes automations in the user's Microsoft Teams. that allows Pia Chat to execute automations directly within a user's Microsoft Teams conversation. This means users can get help, information, and issue resolution in real time—without submitting a ticket or waiting for engineer intervention.

This extra capability will help your automation engineers get the most out of Pia Chat. Here are some development ideas for new automations that you may want to create with Pia Chat:

• Allow your clients to restart a service by executing your automated action. For Example:
  “MYOB isn’t working can you help”
  “Sure let me restart that service for you”
• Retrieve knowledge to help guide the user on a particular topic. For Example:
  “I’m having trouble with using my receipt printer”
  Pia Chat can execute your automation and have it retrieve information from a knowledge source (such as IT Glue) and feed it back to Pia Chat’s resolution AI which can then guide the user using the information provided
• Provide the user with a way to retrieve information from their environment, perhaps in a report. For Example:
  “Can I please have a list of all licensed users from office 365?”
  Pia Chat can execute an automation, gather the required data, and return the results directly to the user.

For more information on this feature, click here. (#31239)

Enhanced Pia Chat Installation Experience

We've introduced a new option during Pia Chat installation that allows you to choose whether Pia Chat should be pinned to the client's Microsoft Teams sidebar automatically.

Pinning Pia Chat makes it easier for users to access their AI Resolution Assistant and view notifications without needing to search for the app. Because some organizations already have Teams app setup policies in place, this setting is now optional rather than being applied automatically.

The installation experience has also been improved to:

• Highlight when custom Teams setup policies already exist.
• Allow app pinning settings to be managed after installation.
• Provide clearer error messages when required Teams Administrator or Application Administrator permissions are missing. (#32657)

For more information on Pia Chat Installation requirements, click here.

Know When an Engineer Takes Over

Pia Chat now notifies users when a support engineer joins the conversation, providing greater transparency and a smoother support experience.

This enhancement helps users understand when their request has transitioned from automated assistance to direct engagement with a Service Desk engineer, ensuring clear communication and improving confidence that their issue is being actively managed. (#32506)

Improved Chat Experience

With this release, we're introducing several enhancements to the Pia Chat experience to make conversations more intuitive, transparent, and engaging for both end users and support engineers.

• AI Typing Indicator: Users will now see an "AI is typing" indicator in Microsoft Teams while Pia is generating a response, providing real-time feedback that their request is being processed.

• Enhanced Context in Tech Assist: Client names are now displayed alongside each message in Tech Assist, in addition to the existing client information shown in the top-right corner, making it easier for engineers to identify and manage conversations.

Upcoming Features​

Here is a set of questions we got during early release Program which have updates coming:

Release Notes​

Enhancements 🌟​

Turn Ideas into Automations with AI Automation Builder

Have an automation idea but not sure where to begin?

Following the introduction of Pia Source in Platform 20, we're excited to launch the AI Automation Builder. Integrated directly into the VS Code extension, the new Pia Bot can generate automations, activities, and forms from simple natural language descriptions.

Beyond code generation, the AI Automation Builder performs self-verification to validate generated solutions and analyzes your repository to reuse existing assets, avoid duplication and provide contextual recommendations. This helps accelerate development while maintaining consistency across your automations.

AI Automation Builder combines AI-powered automation creation with the value of your existing automation assets, making it easier to design, build, and scale automations within your VS Code.

For more information on this feature, click here.

New API Endpoints to support your unique workflows

Building on the New API introduced in Platform 20, this release adds a range of new endpoints designed to provide greater flexibility around automation and configuration.

Automate
Two new endpoints under the Discover section allowing you to:

• Get all automations which support extensions and their extension points
• Get all available published extension automations in Pia

Build
Five new endpoints have been added under Metadata that allow you to:

• Get all instructions for use in the VSCode Extension
• Get all built-in activities for use in the VSCode Extension
• Get all package variables for use in the VSCode Extension
• Get all package conditions for use in the VSCode Extension
• Get all tags for use in the VSCode Extension

Configure
Two New endpoints have been added under Agents that allow you to:

• Retrieve available agent versions
• Download the latest agent installer

Six new endpoints have been added under Clients allowing you to:

• Add one or more tags to a client
• Remove a tag from a client with Tag Id
• Remove a tag from a client with Tag Name
• List delegates for a client
• Create a delegated consent entry
• Clone and Update delegated consent entry with new scopes

Six new endpoints have been added under Extensions allowing you to:

• Get extensions configured on a package for the specified client.
• Get extension configuration for a package extension point
• Add extension configuration for a package extension point
• Get extension configuration for triage
• Delete extension configuration for a package extension point
• Get available extension points for a package

Four new endpoints have been added under Integrations allowing you to:

• Get configured Integrations
• Get detailed information for a configured Integration
• Get detailed configuration information for an Integration
• Get detailed client configuration information for a configured Integration

Two new endpoints have been added under Tags allowing you to:

• Get available client tags
• Get available agent tags

To see all the available API endpoints, access these swagger docs here: Build, Automate and Configure.

Additional Changes

• Updated the automation execution process to improve performance and efficiency when passing data between parent and child automations. This enhancement reduces unnecessary data processing and helps optimize automation execution especially for nested and scheduled automations. (#29185)

Bug Fixes 🐛​

• Fixed an edge case where the Ticket Chat tab in the Tech Assist pod was not working for a Partner. (#32802)
• Resolved an issue where Pia Chat was asking an excessive number of questions before assisting users with ticket creation. Pia Chat now asks a maximum of three questions before proceeding to log a ticket. (#32809)
• Fixed an issue for a Partner where the AI Resolution Assistant within Pia Chat was unresponsive. (#32850)
• Resolved an issue for a Partner where the Ticket Chat tab within the Tech Assist Pod Pia was not working. (#32802)

Enhancements 🌟​

• Updated the Pia: Change Calendar Permissions (Cloud Only) automation with a retry behaviour when Microsoft returns a specific error while updating mailbox calendar permissions. (#32044)
• Updated the Pia: Bulk Staff Offboarding automation with a note informing engineers that semi hybrid clients will need both user accounts selected from both sides of the directory (Azure AD + Active Directory). (#32053)
• Updated Pia's license matrix to include the Microsoft 365 F1 license (M365_F1_COMM) making it available as a selectable option in automations. (#32132)
• Improved the reliability of Azure AD Cloud Sync configuration retrieval in Pia: Staff Onboarding automation by automatically retrying temporary Microsoft errors and handling failures more gracefully. (#32297)
• Updated the onboarding automation approval flow for license purchases to skip the approval step when there are no licenses requiring purchase. (#32399)
• Updated the SmartForms: Create or Remove Mail Forwarding Rule automation to include Date/Time validation checks for scheduled tasks. (#32479)
• Added support for the Microsoft Entra Cloud Sync environment within the Pia: Start Azure DirSync automation. (#32501)
• Added support for a new username format in the Pia: Staff Onboarding automation. The format is: first initial, last initial + 4 random numbers. For example: If the user's name is John Smith, the username would be JS1234. (#32768)
• Updated the Pia: Staff Onboarding automation to support the Business Phones attribute in Azure through the Additional AD Attributes configuration. (#32229, #31640)
• Improved the reliability of the Azure AD Cloud Sync start job by adding retry handling for transient Microsoft Graph failures, including 504 errors. (#32580)
• Updated the Pia: Add/Remove access to groups automation to not skip group access for a user that was inherited/transitive member of the group. Users inherited through nested groups are now directly added to groups when requested. (#31405)

Bug Fixes 🐛​

• Resolved an issue where SmartForms: Staff Onboarding automation continued without creating an Azure user account when user account creation failed due to not meeting password complexity restraints. (#30852)
• Fixed an issue where Pia: Create Shared Mailbox automation failed because it could not locate the corresponding user account associated with the shared mailbox. (#31853)
• Fixed an issue where Pia: Reset Network Password automation was failing due to invalid skip logic. (#31964)
• Resolved an issue where SmartForms: Staff Onboarding automation to retrieve all members from the All Staff Group in Azure AD. (#32022)
• Fixed an issue where Pax8 deprovision window would be incorrectly calculated for subscriptions deprovisioned via Ingram Micro. (#31331)
• Fixed an issue where the username capitalization setting for Pia: Staff Onboarding automation wasn't always applied correctly. Usernames now follow the capitalization option selected during setup. (#31955)
• Fixed an issue where ConnectWise triage could assign the wrong agreement when dispatch rules changed the ticket's company. (#32131)
• Fixed an issue that could cause Pia: Staff Onboarding automation to take longer than expected when a required Microsoft license wasn't available. The process now retries automatically and skips unnecessary steps when needed. (#32164)
• Resolved an issue where the modified PiaPacks Archive OneDrive Data for Staff Offboarding, Send Credentials via OneTimeSecret (OTS) for Staff Onboarding and Extension Automation Template would not correctly open embedded links displayed in the Tech Assist pod. (#32205)
• Fixed an issue in Pia: Bulk Staff Offboarding automation where blank or malformed Extra AD Attribute lines could trigger null-value errors during AD bulk disable. (#32208)
• Resolved an issue where Pia: Upload Diagnostic Logs automation could fail when retrieving large amounts of data. (#32210)
• Fixed an issue where the Pia: Re-enable Offboarded User automation could fail during datetime conversion. (#32276)
• Resolved an issue where the Account locked Out automation was failing to display user information in the Tech Assist Pod. (#32362)
• Fixed an edge case where the SmartForms: Staff Offboarding automation was failing after completing the offboarding task. (#32366)
• Resolved an issue where SmartForms: Staff offboarding automation failed to show Date/Time selector while configuring out of office for the offboarded user. (#32401)
• Fixed an issue for a Partner where the SmartForms: Staff Onboarding automation failed to apply license to the newly created mailbox. (#32428)
• Resolved an issue where Pia: Staff Onboarding automation failed to create user account for a Partner. (#32459)
• Resolved an issue in the Pia: Upload Staff Photo automation where users were incorrectly required to have a mailbox before uploading a staff photo. (#32687)
• Fixed an issue where the Pia: Compromised User Account PiaPack was failing to perform an AD Sync. (#32725)
• Fixed an issue where machines using long paths would run into failures when executing the Pia: Computer Space Cleanup automation. (#32732)
• Fixed an issue with the Pia: Bulk Update User Details automation where default fields may be populated with additional data. (#32780)
• Fixed an issue in the SmartForms: Add or Remove Users from Groups automation where selected Azure groups could be incorrectly treated as empty causing automation failure. (#32784)
• Resolved an issue where the Pia: Triage V2 automation failed when the triage rules included a specific company type condition. (#32444)
• Fixed an issue for a Partner where the Config Tool Gather Data automation was failing. (#32834)

7 New PiaPacks 🌟​

Logout Azure Virtual Desktop User Sessions
Automate Azure Virtual Desktop (AVD) session logouts - securely retrieve active sessions and log out users via chatbot or SmartForms, ensuring fast and consistent management without the hassle.

Manage Office365 Email Lists
Simplify Microsoft 365 email security with SmartForms automations that let customers manage allowlists and blocklists instantly, reducing Service Desk workload while ensuring accuracy and compliance.

Export Users and Groups to CSV
Retrieve user and group information from Active Directory allowing engineers to quickly generate CSV reports through the chatbot.

Delete Contact via Active Directory
Clients often request contact removal from Active Directory when roles change. Using Smartforms with Zero-Touch enabled, our Delete Contact automation removes selected entries instantly, removing the burden from your service desk by allowing your clients to self-serve.

SmartForms: Add/Remove Access to Groups
This SmartForm enables self service group access management, reducing service desk tickets, accelerating changes, improving client control, and allowing engineers to focus on complex value work.

SmartForms: Create Mail Contacts
The Create Contact Pack automates mail contact creation via SmartForm, supports bulk entries, and assigns contacts to Active Directory or Azure AD groups, reducing manual engineering workload.

Datto RMM Operations Bundle
Bring Datto RMM workflows into Pia. Create and track QuickJobs, retrieve job results via GUID, and pull device details + alerts - reducing context switching, improving reporting consistency, and speeding up technician triage.

7 New Blueprints 🌟​

Activity Collection for Microsoft Exchange
A collection of Pia built and endorsed Exchange activities for you to use or reference when writing your own custom automations.

Activity Collection for Active Directory
Provides a sample of Active Directory automations which are used within our pre-built automations, allowing you to customise and build your own packages without starting from scratch.

Activity Collection for Microsoft Exchange
A collection of Pia built and endorsed Exchange activities for you to use or reference when writing your own custom automations.

Activity Collection for Workstations
Provides a sample of Workstation/Laptop activities which are used within our pre-built automations, allowing you to customise and build your own packages without starting from scratch.

Using Azure Key Vault for Secrets
Need to store sensitive secrets and not sure how to use them in your own automations. This sample provides a simple example of retrieving a secret from your Azure Key Vaults.

Client Package Configuration for your custom automations
Build your automation to work for all clients, the included package includes custom forms for configuration and even demonstrates how you can set the configuration from your automation.

Trigger automations from your custom package with inputs and outputs
Did you know you can chain your automations? Using the built in start_package activity with inputs and outputs you can orchestrate multiple automations together.

1 Updated PiaPack 🌟​

Gsuite New Staff Onboarding
Automates new user creation in Google Workspace via Pia’s onboarding workflow, reducing manual effort and errors by collecting details, assigning groups, and logging actions in tickets.

With the new update, this PiaPack now supports clients with single directory too!

Enhancements 🌟​

• Added the ability to modify a form static name when copying the form to a sandbox. This will allow engineers to clone the form when copying to another sandbox instead of recreating the form in its entirety. (#31806)
• Improved styling to the email templates generated through approvals to ensure consistent rendering in Outlook, addressing display issues for some Partners. (#31874)
• Added support for configuring the Post‑Processing Delay in the Triage V2 automation. This allows partners to pause triage for a defined period, preventing infinite loops or unintended additional executions. (#31407)
• Improved error handling to better support scenarios where Halo PSA tickets fail to load in the Tech Assist bot due to insufficient Halo API permissions. (#31524)
• Adjusted the processing order of SmartForms submission events and workflow status updates to prevent PSA API overwrites. (#31725)
• Extended the SmartForms automation expiration window from 72 hours to 7 days to better handle scenarios where tickets created late in the week aren’t reviewed until the following Monday. (#32016)
• Improved Triage Dispatch company/contact selection performance for ConnectWise by loading active companies only in triage flows, reducing long-running company queries and dropdown load failures. (#32080)
• Modified the AI AutoReply email templates to return the display Ticket Id rather than the internal ID for AutoTask partners. (#32091)
• Added a retry button to the Microsoft Graph API authorization tile to allow retry if consent is taking time. (#32176)
• Added support for entering additional field types in global variable values such as storing URLs and keys (#32232)
• Modified the policy around retrying if a ticket creation fails due to transient timeouts or other network related responses. (#32246)
• Updated the triage variable resolver to retrieve rulesets more efficiently, preventing excessive database usage. (#32274)
• Updated the package YAML validation check to respect case insensitive static names when copying to other sandboxes / promoting to live. (#32311)
• Modified the Azure user sync to set firstname and lastname updates on user accounts when syncing an existing user. (#32360)
• Integrations downloaded from the Automation Hub can now specify a custom API Base URL. This supports scenarios like the Onetime Secret PiaPack, which may require a region‑specific API endpoint. (#32456)
• Removed the 200‑character limit on Integration Definition Variable defaults for consistency with Integration Configurations. (#32487)
• Improved the performance of the live package view for some scenarios. (#30299)
• Updated our Agent dependencies as a part of regular management of agent security. (#32102)
• Added the ability for automation engineers when developing custom automations to pass in dynamic approval point configuration. (#32363)
• In conjunction with our Pia Chat release, we have introduced a change which will rename the Pia App Consent (formerly named in the format of Pia.CustomerPortal.Tenant.Prod.[tenantId].Consent) to a friendly business name that can be configured in your tenant settings.

This is due to our App Consent being in use for our Pia Chat implementation, so to give a more user friendly experience, configure the tenant business name!

Bug Fixes 🐛​

• Resolved an issue where the Tech Assist bot occasionally displayed the wrong approver’s first or last name after an approval was completed, even though the approval history remained correct. (#31831)
• Fixed a styling issue in email templates for AI AutoReply and approval emails to ensure the uploaded branding logo is a normal size on the email template. (#31837)
• Fixed an issue where automation deployments could generate stale activity PowerShell code, causing scheduled automations to fail validation during execution. (#31873)
• Fixed an issue where unsubmitted SmartForms tickets didn’t update status after the set time limit. (#30564)
• Fixed an issue that could result in duplicate activity versions when promoting an activity from sandbox to live. (#31002)
• Resolved an issue where deleted users would be displayed under the Pia Champions list in the adoption report. (#31015)
• Fixed an edge case where a ticket may not auto close after the completion of the scheduled child automation. (#31312)
• Fixed an issue where agents were not correctly identified when executing under a client profile for a child client. (#31603)
• Resolved an issue where duplicate clients were being created during sync for Partners who migrated to Halo PSA. (#31657)
• Fixed an issue with the odata nextSkip and nextTop response from the API when using paging. (#31772)
• Fixed an issue where clicking "Nevermind" when attempting to start a secondary automation on a chat session was causing errors. (#31894)
• Resolved an issue with health check event processor where Pia may fall into a state where a health check is missed, leading to never queuing the check and resetting its status. (#32017)
• Fixed SMS sender-number routing for Burst API so recipient destination drives sender selection for E.164 numbers. US/CA destinations (+1) now use the US virtual sender number, preventing AU-tenant to US-recipient routing failures. (#32159)
• Fixed performance issues caused by looping scheduled automations by adding in constraints to the cron scheduled expression to prevent automations from being queued at intervals of every second. (#32234)
• Fixed an issue where a misconfigured Tenant logo could lead to failed email sends configured in approval points. (#32252)
• Fixed an issue where some Partners could not see AI Triage extension points when their configured triage package was set to ‘latest’ but not yet published. (#32312)
• Resolved an issue where a deleted user sync rule was still being applied preventing management of the user role in the SmartForms portal. (#32388)
• Fixed an issue where consecutive API events could trigger duplicate automations to execute. (#32403)
• Fixed an edge case where the Editable table in the Tach Assist pod was not displaying correct data for a Partner. (#32498)
• Resolved an issue in the SmartForms Extension point screen where it was clipping off the data schema. The Extension point screen now shows the full data correctly. (#32514)