Enhancements 🌟​

• 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)

Enhancements 🌟​

• Updated the Pia: Staff Onboarding automation to support a new UPN format i.e. lastfullfirstinitial for example: If the name is John Smith, the UPN should be "smithj@abc.com". (#31763)
• Updated the azure_license_matrix to include the following licenses:
  • Microsoft Teams International Calling Plan (for SMB)
  • Teams Premium (for Departments) (#31327)
• Updated the Pia: Staff Onboarding automation to support a new username format i.e. lastnamefirst3LettersOfFirstname eg. John Smith would be suggested as "smithjoh". (#34050)
• Added the ability for Engineers to modify the Access Type/Copied User when reviewing SmartForms requests in the Tech Assist chatbot. (#28183)
• Added the CompanyType to the Triage dispatch configurations for ConnectWise partners. This allows conditions to be executed dependent on the company type of the client. (#30684)
• Updated the license product name from "Power Virtual Agents Viral Trial" to "CCIBOTS_PRIVPREV_VIRAL" SKU as the original product name has been retired by Microsoft. (#31213)
• Updated more Pia automations with additional Extension Points. To view the full list of automations with extension points, click here. (#29238, #30737, #30574)
• Updated the Pia: Deploy SonicWall NetExtender automation to install the latest version(10.3.4). (#31226)
• Improved the memory efficiency for how the Pia: Computer Space Cleanup automation handled the collated list of deleted files and folders. (#29683)
• Added additional log messages during Home Drive creation in Pia: Staff Onboarding (Cloud Hybrid) automation when handling specific exceptions in activity ad_create_home_drive. (#30143)
• Updated the Pia: Printer Troubleshooting automation with enhanced logic to handle timeout scenarios that previously caused the activity and package to fail during printer diagnostics. (#30529)
• Implemented a functionality to allow management of newer products within the Sherweb CSP. (#30621)
• Updated the method for setting priorities in Halo PSA. Partners can now choose between an SLA‑driven or Priority‑driven approach, enabling more granular and flexible priority selection. (#30656)
• Updated note on Pia Pack to be more informative regarding the required access to query and log out AVD user sessions. (#31107)
• Adjusted the Challenge User Identity extension automation to utilize the available package configuration before falling back to the package configuration for the parent automation. (#30844)
• Added support for Microsoft Purview Suite for Microsoft 365 Business Premium license in the Pia: Staff Onboarding automation. (#31046)
• Updated the Pia: Staff offboarding automation with the following licenses for license defaults:
  • Microsoft 365 Business Premium
  • Microsoft 365 Copilot Business license (#31062)
• Updated the Pia: Staff Offboarding (Cloud Hybrid) and SmartForms: Staff Offboarding automations to pass in the on-premise Active Directory userPrincipalName and the Azure userPrincipalName for the user into the extensionObject at the end of the package execution. (#31329)
• Updated the SmartForms: Staff Onboarding automation to include the option to set the Description field for new users in On Prem AD environments. (#31368)
• Added memory usage optimizations to the Pia: Change User Details, Pia: Account Locked Out and Pia: Add or Remove User From Groups automations to improve overall performance. (#31839)
• Updated the Pia: Bulk Staff Offboarding automation with additional verification to confirm if user accounts were disabled in Office 365. (#31859)
• Modified the Pia: Start Azure DirSync automation with steps to inform engineers if the Azure AD Sync service is stopped. (#31938)
• Added resiliency to the Pia: Computer Space Cleanup automation to avoids few more failures for edge case scenarios (caused by FIPS‑compliant algorithm configuration). (#31952)

Bug Fixes 🐛​

• Resolved an issue where the Pia: Modify Distribution Group Settings (Cloud Hybrid) automation would not show the Hide from GAL option. (#31073)
• Fixed an issue where the Pia: Compromised User Account Security Lockout automation timed out while querying Azure for the user's recent sign-in sessions. (#31273)
• Resolved an edge case with the Pia: Staff Offboarding (Cloud Hybrid) automation where a particular license could not be deprovisioned. (#29698)
• Resolved issue with Pia: Grant/Revoke Mailbox Permissions automation where granting full‑access permissions with automapping would fail to apply automapping if the mailbox already had full‑access permissions. (30176)
• Fixed an issue in the Pia: Manage User Licenses automation where the Exchange capabilities of the licenses assigned to a user (after being modified by the package) were not evaluated correctly. (#31085)
• Addressed issue in the Pia: Staff Offboarding automation related to Users with very large OneDrive contents hitting the time limit for Activity execution. Also addressed an issue with the extension not firing at the correct stage in the package when selecting to schedule the User's termination for later. (#31095)
• Resolved an issue in the SmartForms: Change Calendar Permissions automation where the incorrect UPN was output to the Extension Automation as the user gaining access to the Calendar. (#31105)
• Resolved an issue where Partners running the older, non-Automation Hub variant of the Pia: Challenge User Identity via Duo may run into an issue if they download the new version and delete the old Duo Integration. (#31122)
• Resolved an issue in the Pia" Create Shared Mailbox (Cloud Hybrid) automation where an error may occur for Federated Active Directory environments when attempting to disable the user account associated with the newly created Shared Mailbox. (#31127)
• Fixed a punctuation error in a form for the Pia: Bulk Staff Offboarding automation. (#31146)
• Fixed an issue within the Grant/Revoke Mailbox Permission automation where non unique smtp addresses caused conflict errors. (#31195)
• Resolved an issue in the Pia: Staff Onboarding (Semi-Hybrid) automation where the "Domain Users" group was incorrectly been shown in the list of selectable groups to grant the new staff member membership to. (#31202)
• Resolved an issue in the SmartForms: Staff Offboarding automation where an unhealthy Active Directory environment returned multiple user objects with the same userPrincipalName/samAccountName/immutableID, resulting in an error when attempting to disable the user account. (#30793)
• Resolved an issue in the Pia: Staff Offboarding automation where the offboarded user's displayName could be modified ahead of time in the scenario where the offboarding was scheduled for later. (#30825)
• Resolved an issue in the Pia: Grant/Revoke Mailbox Permission (Cloud Hybrid) automation where an Exchange On-Premises user mailbox may be in an unhealthy or corrupted state, resulting in a failure.
• Resolved an issue where the Pia: File Share Security Change automation was not showing all the available folders in the client's drive. (#30860)
• Resolved an issue in the SmartForms: Staff Offboarding automation where the user was not able to see licenses that were not in a de-provisioning window. (#30869)
• Addressed an issue where user group memberships may not be directly applied if the user was already a member based on nested group memberships. (#30919)
• Resolved an issue in the Pia: Change Calendar Permissions automation where running the Get-MailboxFolderPermission cmdlet for exchange online timed out for specific tenancies by adding an increase timeout period to allow for slightly longer query times. (#30949)
• Resolved an issue in the Pia: Create a Group automation where the Microsoft Entra Sync would fail to execute. (#30965)
• Fixed an issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where Pia failed to retrieve some OU's in a multi-domain environment. (#30974)
• Fixed an issue in the Pia: Send SMS automation where Pia was having memory problems when retrieving data for large clients. (#30978)
• Fixed an issue in the Pia: Staff Offboarding (Semi Hybrid) automation where the chat message shown after a Home Drive‑setting failure was unclear. The failure occurred when the UNC path defined in the package configuration was invalid. (#31025)
• Resolved an issue in the Pia: Printer Troubleshooter automation where a query of a process running on the user's machine was not returning any data, resulting in an error. (#31030)
• Fixed an issue in the Pia: Change Calendar Permissions automation where the Exchange API could time out while retrieving calendar or folder permissions. Implemented an adaptive timeout to allow queries to extend when necessary. (#31037)
• Addressed an issue in the Pia: Computer Space Cleanup automation which may result in a failure uploading the deleted files to the associated ticket in a .csv file. (#31362)
• Fixed an issue in the Pia: Staff Offboarding automation where group removal was failing for transitive group memberships. (#31684)
• Fixed an issue in the Pia: Computer Performance Report automation where the store_package_data activity was failing. (#31753)
• Fixed an issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where Pia was unable to find a remote routing address for remote hybrid mailboxes. (#31852)
• Fixed an issue in the Pia: Bulk Update User Details automation where specialized characters could be modified due to encoding mismatch. (#31948)
• Fixed an issue in the Pia: Staff Onboarding (Cloud Hybrid) automation where cloud user creations could lead to sync issues between mailboxes that already occupy a proxy address with the new users UPN. (#32050)

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Enhancements 🌟​

• Implemented functionality to invoke the Get Form Data (get_form_data) activity from a scheduled package, enabling the collection of data from Extension automations within the scheduler package. (#29311)
• Updated the Pia: Reset Network Password automation to respect the toggle "Show Passwords when submitting Forms" in the Tenant Settings screen, allowing Partners to control whether passwords appear in audit notes during automation runs. (#29480)
• Updated the Scheduled Packages screen so that when a scheduled package date is edited, the date format now follows browser locale settings. (#30134)
• Modified the current method of setting priorities in Halo PSA, we should now provide partners with options of SLA > Priority, which allows granular selection of priorities. (#30656)
• Added the CompanyType to the Triage dispatch configurations for ConnectWise partners, this allows conditions to be executed dependent on the company type of the client. (#30684)
• Updated the Get Approval (get_approval) activity to provide Engineers with additional options when approval attempts exceed the limit (one original attempt and two escalations) without receiving a response from approvers. (#30688)
• Updated the SmartForms user contact sync feature so that any changes to the user is correctly reflected in the SmartForms portal. (#30837)
• Updated the ConnectWise integration to collect the contactEmailAddress for Partners, enabling identification of email addresses used in catch‑all tickets. (#30979)

Bug Fixes 🐛​

• Fixed an issue where the Agents without client mapping were not being sorted correctly. (#29349)
• Fixed an issue for a client where the SmartForms status was not updated on time due to delay in SmartForms submission. (#29837)
• Fixed an issue where the Pia: Triage V2 automation was timing out for multiple partners. (#30303)
• Resolved an issue for a Partner where changing multiple group names in the Active Directory was causing sync issues. (#30402)
• Fixed an issue where form submissions were failing after client disconnection and continued failing even after the connection was re-established. (#30448)
• Resolved an issue where the Partner was unable to obtain a license through Ingram Micro while running the SmartForms: Staff Onboarding automation. (#30454)
• Fixed an issue where child clients were not being excluded from config watcher health alert emails. (#30462)
• Fixed an issue where the chatbot was not updating for some Partners that used AutoTask or Halo PSA. (#30491)
• Resolved an issue where the per client component of the custom integration form was not working as expected. (#30560)
• Fixed an issue where the article notes added by a Partner for an automation were not appearing in Tech Assist chatbot info section. (#30618)
• Fixed an issue where automations with system ticketing events were not triggered due to rate limiting by Halo PSA. (#30623)
• Fixed an issue where modifying field values in an Editable Table caused the returned Form object to lose its original nested structure. (#30670)
• Fixed an issue for a Partner where the connection test for ConnectWise integration was not completing as Pia was collecting more data than required. (#30805)
• Fixed an issue where Extension automations were preventing SmartForms workflow statuses from being set. (#30807)
• Fixing an edge case where a Partner was receiving false positive Config Watcher Alerts for Triage Health Rules. (#30809)
• Fixed an issue where the SmartForms: User Offboarding automation failed to load due to insufficient permissions for Pia’s API to write audit notes. (#30826)
• Fixed an issue where the Partner was getting an error while testing a rule with null subject or description in Triage AI Analysis. (#30885)
• Resolved an issue where legacy users in the Pia Portal were provided Partner Administrator permissions in SmartForms if their account was attempting to be downgraded. (#30926)
• Fixed an issue where SmartForms workflow rules were not applied when engineer interactions occurred within a child package. (#30942)
• Fixed an issue where the AI Analysis test rule view in AutoTask displayed the ticket ID instead of the correct display value. (#31152)
• Fixed an issue for a Partner where they were not able to add licenses from Pax8 while running automations. (#30836)
• Fixed an issue where SmartForms submissions were not updating ticket in Halo PSA. (#31578)
• Fixed an issue where Pia was adding internal notes to older tickets. (#30849)
• Fixed an issue where clients were unable to reset Microsoft Graph API authorizations if app consent had been manually deleted from Azure. (#30875)

Enhancements 🌟​

• Modified the Pia: Challenge User Identity automation to notify engineers when Pia is unable to authenticate a user through Microsoft MFA due to insufficient privileges. The notification now includes a link to the relevant Knowledge Portal article that explains how to resolve these privilege‑related authentication issues. (#28774)
• Updated the Pia: OneDrive Troubleshooter automation to prompt the engineer to select the target machine, even when no Mode option is defined in the client’s global configuration form. (#30007)
• Began an initiative to remove delegates from pre‑built automations, enabling password reset actions to be handled entirely through Microsoft App Registration. This enhancement removes the requirement for a delegated account when performing password reset actions with the end goal being you will have to spend less time setting up delegates. (#30210)
• Modified the extension points within the Pia: Staff Offboarding automation to include additional details about the mailboxes that were granted permissions to pass on to the extension automations. (#30350)
• Updated the Pia: Staff Offboarding (Cloud Hybrid) automation with a new activity that retrieves only required data for offboarding, effectively resolving memory constraint issues. (#28317)
• Updated the Pia: Staff Onboarding automation with new UPN formats:
  • [Lastname][firstInitial][middleInitial]. (#30024)
  • [First Letter of FirstName] and [First 3 Letters of Surname] (#30630)
• Updated Pia: Grant/Revoke Mailbox Permissions and Pia: Create Shared Mailbox automations to use a single input for on‑premises or cloud mailboxes when building lists of mailboxes and users, while removing unnecessary input values and improving efficiency by switching arrays to ArrayLists. (#30414)
• Updated the Pia: Compromised Account Lockout automation with additional messages when Pia is unable to retrieve user sign-ons due to lack of license (30527)
• Added the following new license options to the Pia: Staff Onboarding automation:
  • Office 365 E1 (no Teams) [Office365_E1(no_Teams)] (#30639)
  • Microsoft 365 Business Basic (no Teams) [Microsoft365_Business_Basic(no Teams)] (#30691)
• Added additional handling for slow Azure replication when creating a group in Azure/Exchange Online which caused a cascading failure preventing Pia from adding group members. (#30811)
• Updated the Pia: Staff Offboarding automation with rephrased messaging on licensing retry to confirm the changes had been applied in Microsoft 365. (#30846)
• Added new output data on the Pia: Triage V2 audit including the AI Classification, AI Classification Confidence, Sentiment and Sentiment Confidence. (#30937)
• Added support within the Pia: Staff Onboarding automation to filter managers / copy users by group, using group ID, group display name or group mail attributes. (#30963)

Bug Fixes 🐛​

• Fixed an issue where CSP modifications would offer a license to be incremented beyond its maximum capacity. (#28396)
• Resolved an issue where duplicate contacts caused the Pia: Bulk Staff Offboarding automation to fail by implementing a contact modification support for PSAs. (#28796)
• Fixed an edge case where the SmartForms: Staff Onboarding automation presented wrong license for purchase via a CSP. (#29111)
• Fixed an issue where the Pia: Staff Offboarding automation was failing due to the user being disabled in in Active Directory before password reset. (#29305)
• Fixed an issue where creating a contact in Halo PSA without populating the site location was failing the Pia: Change User Details (Cloud Hybrid) automation. (#28387)
• Fixed an issue in the Pia: Staff Offboarding automation where mailboxes converted to shared mailboxes stopped receiving incoming email due to exceeding the mailbox size limit. (#29454)
• Resolved an issue with the Pia: Modify CSP Subscriptions automation where a license with a commitment term of “unknown” was incorrectly displayed during license provisioning. (#29455)
• Resolved an issue where large data sets caused the Pia: Computer Space Cleanup automation to fail by trimming results to keep the process stable and allowing engineers to continue smoothly. (#29504)
• Resolved an issue where the Pia: Change User Details automation was failing due to large amount of data from the client that was not being used by the automation. (#29751)
• Fixed an edge case where the Pia: Create a Group automation did not apply the correct values to the Mail/primarySMTPAddress as per the form submitted. (#29796)
• Fixed an issue where the Pia: Re-enable offboarded client automation was failing to locate a ConnectWise contact to re-enable. (#29809)
• Resolved an issue where the SmartForms: Staff Offboarding automation failed to notify the sync status of the org unit where the user was being moved to. (#29931)
• Resolved an issue where the Pia: Outlook Mail Flow Troubleshooter automation was failing to retrieve ticket details from ConnectWise Ticketing System due to limited ConnectWise API rate. (#30016)
• Fixed an issue where the Pia: Computer Space Cleanup automation was failing when the target machine’s drive was too full to generate the TreeSize report. (#30017)
• Fixed an issue where the Pia: Change User Details automation failed to verify the user account’s Proxy Address when detecting duplicate SMTP/ProxyAddress values. (#30052)
• Resolved an issue where the Pia: Create a Group automation failed to create a group if a mailbox with the same name already existed. (#30083)
• Fixed an issue where the Partner was not able to find a user to disable in the Pia: Bulk Staff offboarding automation. (#30171)
• Fixed an issue where the User OneDrive Data Management extension automation failed when the process exceeded the available memory limit. (#30180)
• Resolved an issue where the SmartForms: Staff Onboarding automation where it failed to update proxy address. (#30183)
• Fixed an issue where the Pia: Staff Offboarding (Cloud Only) automation failed during license deprovisioning. (#30209)
• Resolved an issue in Pia: Create Shared Mailbox by adding logic to display a chat message and stop the package early when federation restrictions prevent certain actions. (#30217)
• Fixed an issue where the Pia: Grant/Revoke Mailbox Permission automation failed when the process exceeded the available memory limit. (#30218)
• Resolved an issue for a Partner where the Pia: Create Shared Mailbox (Cloud Only) automation was not detecting a shared mailbox. (#30285)
• Fixed an issue where the Pia: Staff Onboarding automation was unable to detect newly provisioned mailboxes due to incorrect loop logic. (#30319)
• Added better handling in the Pia: Win10 Printer Troubleshooting automation in scenarios where no response is received from the Printer. (#30328)
• Fixed an issue where the Pia: Staff Offboarding automation was unable to locate the newly converted shared mailbox. (#30345)
• Fixed an issue where the SmartForms: Staff Onboarding automation was unable to connect to the correct domain controller. (#30304)
• Fixed an issue where the Pia: Staff Offboarding automation errored while disabling the user account from Azure AD. (#30356)
• Resolved an issue where the Pia: Staff Onboarding (Cloud Hybrid) automation did not set specified manager to the newly created user account due to a misalignment of the manager UPN in azure compared to Active Directory. (#30387)
• Fixed an issue where the Pia: Win10 Outlook automation failed due to a missing file. (#30445)
• Resolved an issue where the Pia: Add or Remove Multiple users to/from Group (Cloud Hybrid) automation did not display all the users in the group. (#30503)
• Fixed an issue where a license was missing from the Pia: Modify CSP subscriptions automation. (#30508)
• Resolved an issue where the Pia: Challenge User Identity automation was failing verify user and to send SMS to the user. (#30563)
• Resolved an issue with the Pia: Re-enable Offboarded user automation where password resets only succeeded on a second attempt in environments with multiple domain controllers. (#30581)
• Resolved an issue where the Pia: Out of Office automation appeared delayed by improving mailbox lookups, showing all options upfront, and enhancing form generation speed. (#30589)
• Resolved an issue where the Challenge User Identity extension automation was failing during user authentication method selection. (#30591)
• Resolved an issue for a Partner where the SmartForms: Staff Onboarding automation was taking longer than usual while waiting for mailbox to generate. (#30615)
• Fixed an issue with the Pia: Change User Details automation where updates to contacts in the ticketing system failed when multiple contacts shared the same email address under the same client. (#30638)
• Fixed an issue with SmartForms: Reset Network Password where the audit log notes created by the automation were incorrect. (#30673)
• Fixed an issue where CSP deprovisioning would still occur when no license was selected. (#30706)
• Resolved issue where licenses were unable to be removed and Pia had reported them as successfully removed (30709)
• Resolved an issue with Pia: Staff Onboarding automation where delays in propagation were causing automation failure by adding additional retry behaviour. (#30712)
• Fixed an issue where the SmartForms: Staff Offboarding automation incorrectly attempted to set Out of Office for the offboarded user. (#30715)
• Resolved a bug where ticket notes could incorrectly indicate that a user’s mailbox permissions were removed even when the user never had permissions.
• Resolved an where the SmartForms: Staff Offboarding automation passed an incorrect “^1” postfix to the extension automation when selecting users with a 365 mailbox in semi‑hybrid offboarding. (#30817)
• Resolved an issue where setting ticket category for AutoTask triage was leading to an audit not failure. (#30848)
• Fixed an issue where the Pia: Staff Onboarding automation did not properly recognize assigned mailbox licensing. (#30870)
• Fixed an issue with the Pia: Triage V2 automation where setting multiple custom fields in a single dispatch action caused the second field to fail. (#30871)
• Fixed an issue within the Pia: Computer Performance Report automation which lead to an empty list of CPU processes to terminate. (#30902)
• Resolved an issue with the Google Workspace New User PiaPack where environments with only one organizational unit would present no organizational units. (#30930)
• Resolved an issue with the Pia: Change User Details automation where managers with the type "contact" could lead to the failure of an activity. (#30954)
• Resolved an issue where the Hardware Request SmartForm would close without engineer interaction. (#30987)
• Resolved an issue within the Pia: Add to Blocked Sender List automation where Pia was not collecting any senders from the updated list. (#31005)
• Resolved an issue with the Pia: Staff Onboarding automation where confirming a license purchase without selecting a license to purchase, could still attempt to purchase the license. (#31040)
• Resolved an issue where large mailboxes could cause errors during Pia: Staff Onboarding automation by improving how mailbox sizes are handled. (#31458)