What's New 🌟​

Major New Features/Release Items​

SmartForms Updates​

• SmartForms: CloudRadial Integration
• Custom Roles Feature #💡
• SmartForms Screen Tab Changes
• SmartForms support to ConnectWise Team #💡
• SmartForms Ticket Cleanup #💡

Triage Updates​

• ML Model Updates!
• Manage Custom Classifications
• Triage Tickets for non-Pia Clients #💡
• Advanced dispatch management with dispatch sets
• Triage Extensions
• Confidence Levels on Stamping
• Dispatch tickets after stamping
• 10 more dispatch conditions and actions! #💡

Multi- Client Agent Support Feature #💡​

Halo PSA Chatbot Embed #💡​

Integration with Nilear #💡​

Integration screen Updates​

• Integration Configuration: New Advanced option and client configuration Mode
• Ability to Delete an Integration
• Access levels for Integration Screen

3 new Activities!​

• Set Integration Configuration Values
• Get Ticket Data Activity
• Search Ticket Cache

Additional Changes​

• Changes to Pax8 Integration
• Updates to the 'Get Approval' activity

Bug Fixes 🐛​

Early Adopters Feature Update🔍​

🌟 SmartForms Updates​

SmartForms: CloudRadial Integration​

We're excited to announce that Pia now has the ability to embed SmartForms into the CloudRadial portal. What this means for our partners that are currently using CloudRadial as a forms portal for their clients is that they do not need to direct clients to multiple platforms for submitting requests.

With this integration, your clients can submit SmartForms requests directly within the CloudRadial portal. These requests will then be processed exactly as they would through your PSA also incorporating Pia SmartForms Zero Touch Automations.

For more information on this integration, click here. (#23586)

SmartForms: Custom Role Feature​

This was an idea submitted by our Partners! #💡

With the SmartForms custom roles feature, you can now create and manage custom roles in SmartForms portal to implement granular control over available SmartForms. These custom roles can be created in the SmartForms portal on a global level as well as on a per client basis. With the custom roles, you can create a role that you can link to multiple forms which can then be applied to multiple users at once. (#25227)

For more information on this feature, go to SmartForms Custom Roles.

SmartForms Screen Tab Changes​

The Setup Tab in the SmartForms Screen has now been divided into 4 new tabs for a better user experience. Some of these tabs also include some exciting new features and integrations that will be covered in this release note.

• Branding: This tab includes all the options that were previously available in the 'White labelling' section of the Setup Tab.
• Workflow: This tab includes all the other options (except White Labelling) that were previously available in the 'White labelling' section of the Setup Tab. This will also include new options surrounding SmartForms Ticket Cleanup.
• Permissions: This tab includes the options to create and manage custom roles.
• Integrations: This tab includes option to enable CloudRadial Integration.

For more information on any of these tabs, click here.

SmartForms support to ConnectWise Team​

This was an idea submitted by our Partners! #💡

You can now configure the ConnectWise Team that will be assigned to the tickets that are created for SmartForms Requests. The Team configuration is available under the Ticketing Defaults section of the Workflow Tab for global configuration and on the Ticket Defaults pop-up within the Forms tab for individual form configuration.

Learn more about this feature on the SmartForms Workflow Setup Article. (#26198)

SmartForms Ticket Cleanup​

This was an idea submitted by our Partners! #💡

Following further feedback from our Partners, Pia now provides the ability to configure actions for tickets created for SmartForms Requests that are no longer in use. This applies to cases where the SmartForms request has been abandoned or unsubmitted in the SmartForms portal. You can now define actions for abandoned or unsubmitted forms, set the abandonment status, and specify the time interval after which an action should be taken. These settings can be configured in the 'Automated Workflow Status' section under the Workflow Tab in the SmartForms screen. (#25610)

For more information on this feature, go to SmartForms Ticket Cleanup.

🌟Triage Updates​

✨ ML Model Updates ✨​

We've finished another 6 months of ML Updates we've found a 100% increase in tickets picked up and triaged with the few trial partner's we've tested with. We hope you love and notice this change! 😄

Manage Custom Classifications​

In our earlier release, Pia introduced the ability to create custom classifications. Building on that functionality, we’ve now added the option to delete any custom classifications that are no longer needed or were inaccurately created.

To access this feature, simply click the new 'Manage Custom Classifications' button located within the AI Analysis tab. A pop-up will appear, allowing you to manage and delete classifications, as well as create new ones. For more information on this feature, refer to the Managing Custom Classifications Article. (#25373)

Triage Tickets for non-Pia Clients​

This was an idea submitted by our Partners! #💡

You can now turn on triage for all incoming tickets by enabling Triage to process on tickets for non-Pia clients. This awesome feature can be accessed with a simple toggle available in the Triage Ticket Ingestion pop-up of the AI Triage Home screen.

Go to the Ticket Ingestion article for more information on this feature. (#27193)

Advanced dispatch management with dispatch sets​

Pia provides dispatch rules that give you the ability to configure your process into Pia's AI Triage feature. With Pia AI Dispatch Rules, we offer a simplified way to do this by allowing a single set of actions to be run against your tickets.

Introducing Dispatch Rule Sets. With Dispatch Rule Sets, you can group multiple dispatch rules together giving you more flexibility and control when configuring your Dispatch workflow. When processing Dispatch Rule Sets, Pia will process each Rule Set separately; resulting in more actions which Triage may perform on your ticket. This also comes with a new "Stop Processing Rules" action which gives you even greater control (Similar to how rules in outlook work for email processing).

For more info on this functionality, go to the Dispatch Sets article.

Triage Extensions​

With triage extension points, you can now address unique triage scenarios by creating custom automations and integrating them as extensions within the Triage feature. This enhanced functionality allows you to seamlessly add extra steps to the built-in Triage feature offered by Pia.

You can find Extension points for triage in the Ticket Ingestion pop-up of AI Triage Dashboard. For more info, refer to Triage Extensions.

Confidence Levels on Stamping​

You now have more control over stamping with the ability to set a confidence level for ticket stamping in AI Triage. With this feature, you can now define the minimum confidence level Pia needs to accurately classify (stamp) tickets before they are triaged.

Access this feature by simply clicking on the settings icon available at the top-right corner of the Stamping tab. For more info, refer to this article.

Dispatch Tickets after stamping​

One more addition to the Triage featureset is the ability to enable or disable dispatching tickets ONLY if Pia has stamped the tickets. This enhancement ensures that your PSA tickets are processed through the dispatch rules only once they’ve been stamped.

To enable this feature, simply click on the Settings icon in the top-right corner of the Dispatch Tab. For more info, refer to this article. (#27178)

10 more dispatch conditions and actions!​

As an added bonus, we are introducing 4 more dispatch conditions and 6 new dispatch actions that you can use to cover wider range of scenarios whilst creating dispatch rules for Ticket Triage. (#27156)

These new conditions and actions are listed below.

Dispatch Conditions:

• Agreement Name
• Agreement Type
• Territory
• Ticket Team (This was an idea submitted by our Partners! #💡)

Dispatch Actions:

• Set Company
• Set Contact
• Route to Assignee: This existing action has now been modified for you to be able to select multiple assignee for a ticket
• Stop Processing More Rules
• Set Agreement
• Set Ticket Team (This was an idea submitted by our Partners! #💡)

Click the Dispatch article for more information on the dispatch functionality.

🌟 Multi-Client Agent Support Feature​

This was an idea submitted by our Partners! #💡

Currently, Pia allows a single Pia Agent to be associated with only one client or client profile. For some of our partners who manage clients or client profiles within a shared environment, this limitation presents two options: either they cannot use Pia or they must invest in secondary servers to enable communication with Pia. However, this solution doesn't fully address their needs, as they can only link one ad sync server to a domain controller at a time.

To address this issue, we've introduced the multi-client agent support feature in our Platform 18 release. This new capability allows a single Pia Agent to be linked to multiple clients or client profiles that share the same domain controller, ensuring that multiple clients or client profiles can be managed with a single agent and reducing the need for additional infrastructure.

For more information on this feature, go to this article. (#25609)

🌟 Halo PSA Chatbot Embed​

This was an idea submitted by our Partners! #💡

With this release, you can now embed Pia Chatbot into your Halo PSA ticketing system instead of using a Chrome Extension. This requires minimal configuration, as covered in this article, and provides you an alternative experience within Halo. (#25608)

🌟 Integration with Nilear​

This was an idea submitted by our Partners! #💡

Due to popular demand from our Partners, we have worked closely with Nilear to add support for embedding the Pia Chatbot into the Nilear Interface!

🌟 Integration screen Updates​

Integration Configuration: New Advanced option and client configuration Mode​

We have added new features to the Integrations screen that will make it easier for automation engineers when building custom automations. These features are:

• Postfix: This is an existing field that has been moved under the Advanced category
• Ability to store your secrets: You can now easily store your own secrets when creating a custom integration in the 'New Integration' screen using the 'Store Secrets for My Custom Automations' protocol.
• Enable Client Configuration Mode: This toggle available in the Integration Variable section allows you to select clients when editing your configuration.
• Set as Primary Configuration: This toggle allows you to set a single configuration as a Primary Configuration if there are multiple configurations present. (#26336)

In addition to above, we have simplified Integration Configuration screen and moved some of the advanced feature under the 'Advanced' section so that you can choose to use those options only when you need to. For more information on any of these options, click here.

Ability to Delete an Integration​

You now have the ability delete an integration from the Integration Screen. On deletion, a custom integration will be permanently deleted whereas for the integrations that are available in Pia, this will reset all the configurations made prior to deletion. For more info, go to this article. (#26337)

Access levels for Integration Screen​

To provide you with better control over the access of Integration screen, we are adding two access levels in the User Configuration screen. These access levels are:

• View Integrations: This access level provides 'Read Only' access to integrations that are available.
• Manage Integrations - This access level provides 'Edit' permission to the integration screen. Users will need both View Integrations and Manage Integrations to be able to View and Configure/Edit/Delete integrations. (#27230)

🌟 3 new Activities!​

Set Integration Configuration Values​

Are you writing custom automations with integrations and have a need to store your secrets on the fly? If yes, you now have the option to do this inside your custom automation with the new Set Integration Configuration values activity! (#27096)

For more info on this activity, click here.

Get Ticket Data Activity​

The new Get Ticket Data activity allows you to search for and retrieve ticket data by providing the ticket Id. Go to the Get Ticket Data Activity article for more info on this activity. (#27219)

Search Ticket Cache​

A new activity 'Search Ticket Cache' has been created to retrieve a list of tickets from Pia's ticket Cache. You may use this in your automations if you need to retrieve ticket data for your custom automations but want to avoid making expensive API calls to the ticketing system/PSA. (#27159)

For more information on this activity, click here.

🌟 Additional Changes​

• The configuration form for Pax8 Integration has been updated to cater for the OAuth security authentication model that Pax8 has enforced for its users. More information on this change is available on this article. (#26113)
• The Get Approval (get_approval) Activity has now been updated with additional input and output parameters that allow you to further customize the email that is sent to the approver during package execution. For more information on these parameters, refer to this article. (#26475)

🐛 Bug Fixes​

• Fixed an issue where activity output properties can become out of sync with what version of the code is published and latest. (#27571)
• Fixed an issue with repeating sections forms, when you attempt to set an individual checkbox, Pia will not update the form display within the chatbot window. (#27430)
• Fixed an edge case scenario where the Agent version installed on the machine was different to the Agent version recorded on the database causing mismatch on the agent version and failing package execution. (#27398)
• Resolved an issue for a Partner where the Append to Audit Note activity did not add a ticket note in an automation extension package that was configured to add a ticket note after a Schedule for Later task runs. (#27241)
• Fixed an edge case scenario where the chatbox was not loading for a partner. (#27249)
• Updated the AI Auto Reply Feature to only trigger on tickets that were created on the same day. (#27431)
• Updated the AI Auto Reply Feature to only send the auto reply email to the users who have access to the SmartForm. (#27452)
• Fixed an issue where the info button displayed beside each package name in the search packages window of Pia chatbot was not working. (#27473)
• Resolved an issue where cancelling an unsubmitted SmartForms request in the SmartForms portal was not automatically cancelling the corresponding ticket in the ticketing system. (#27200)
• Fixed an edge case scenario for a Partner with Halo PSA ticketing system where the Stamping configuration was not loading correcting in the AI Triage screen. (#27308)
• The automations started via the AI Autostart Feature will now be displayed in the adoption report. (#27215)
• Resolved an issue where the originally Scheduled package was not executing if the client profile associated with the original ticket was changed and the engineer has started a new session within the original ticket. (#27356)
• Fixed an issue with the get approval activity where a modified package version would not respect the assigned approvers. (#27354)
• Fixed an edge case scenario where Pia took longer than usual time before it recognized the selected user in the tenant. (#27261)
• Implemented a case insensitive search on the company type filter within the integration configuration. (#27167)

Early Adopters Feature Update 🔍​

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

What's coming next! 🌟​

Don't be fooled by it's size!

The roadmap below is packed to the brim with highlights like the Automation Hub, More SmartForm sFunctionality for syncing users and AI Sentiment Analysis. The next release will pack a punch!

Enhancements 🌟​

• Added a limitation in the Pia: Staff Onboarding package to prevent departments inputs that are longer than 64 characters. (#27036)
• The Pia: Staff Onboarding (Cloud Hybrid/Cloud Only) package now informs engineers that the UPN will also be the same as the Primary SMTP Address set on the users account when duplicate values are found. (#27052)
• Removed a filter on the SmartForms: Change Calendar Permissions package that excluded disabled shared mailboxes. (#27069)
• Updated the Pia: Staff Onboarding package to add a ticket audit note stating the assignment of group memberships in Office365 has been skipped if the package stops due to licenses not being available. (#27087)

Bug Fixes 🐛​

• Updated the send sms activity to output a message in a rare case of failure to inform the engineer. (#27017)
• Made the audit logging on the Pia: Staff Onboarding package more robust by adding more details around extensionAttributes and the values that were being set. (#26771)
• Resolved an issue where the Pia: Staff onboarding package was unable to collect customers and subscriptions details of Partners that use Ingram Micro. (#26777, #26802)
• Fixed an issue with the Pia: Computer Performance package where Pia attempted converting a time to an incorrect format. (#26784)
• Updated the Pia: Modify CSP Subscriptions package with an error handling logic to handle scenarios where the customer has zero subscriptions. (#26867)
• Fixed an issue with the SmartForms: Staff Onboarding (Cloud Hybrid) package where the package was retrieving duplicate users (i.e. users with the same samAccountName) and failing as it could not identify the correct one. (#26904)
• Fixed an issue with the CSP mechanism of Pia packages that was causing incorrect customers to be auto selected in rare cases. (#26946)
• Added an error handling logic to the Pia: Get Mailbox Information package so that it would not fail when a bad mailbox within exchange online is found. (#27003)
• Fixed an issue with the Pia: Re-Enable Offboarded user (Prem Only) package that was preventing accounts that are yet to be signed into from resetting the user password. (#27014)
• Fixed an issue with the Pia: Staff Onboarding (Cloud Only) package which was allowing engineers to select licenses that had a count of zero which were not able to be collected via the CSP. (#27025)
• The Pia: Staff Onboarding package was updated to filter out disabled users in the 'copy user' and 'manager' drop-downs so that they could not be selected by the engineer in the chatbot. (#27026)
• Resolved an issue in the SmartForms: Staff Onboarding package where Pia was not informing engineers of validation errors occurring within the verification steps. (#27028)
• Fixed an issue with the Pia: CSP Modify Subscriptions package for DickerData so that annual committed subscriptions with monthly set billing displays the monthly cost. (#27043)
• Removed an unneeded suffix value from the Azure UPN extension data for Pia: Staff Offboarding (Semi Hybrid) package. (#27049)
• Fixed an issue with the SmartForms: Change Calendar Permissions package Removed a filter that excluded disabled shared mailboxes from the change calendar permissions smartform
• Fixed an issue with the Pia: Staff Offboarding package where a false error message was being displayed in a case where extensionAttributes were not attempted to be set. (#27085)
• Fixed an issue with the Pia: Staff Onboarding (Cloud Only) package to prevent timeout failures when retrieving all shared mailbox permissions. (#27088)
• Resolved an issue in the SmartForms: Staff Offboarding (Cloud Hybrid/On Prem) package where the package was not respecting the All Staff group added to the client config form while searching for users. (#27106)
• Fixed an issue with the Pia:CSP Modify Subscriptions package which was causing package failure when attempting to collect all customers from the Microsoft Partner Center integration. (#27137)
• Fixed an issue with the SmartForms: Staff Onboarding package where the package was unable to set exchange permissions if mailbox location was set to remote. (#27254)
• Fixed an issue with the Pia: Staff Offboarding package where the package was failing if a customer had a license subscription found in multiple CSPs. (#27265)
• Resolved an issue with the SmartForms: Staff Onboarding (Cloud Hybrid) package where the package was failing to verify exchange based group assignments. (#27271)
• Updated the Pia: Staff Onboarding (Cloud Only) package to improve handling of transient errors in case of CSP API failure with better error logging and message output. (#27284)
• Fixed an edge case scenario where the Pia: Staff Onboarding (Cloud Hybrid) package was incorrectly displaying users in the copy user and manager dropdowns of the the user onboarding form. (#27328)
• Updated the Pia: Computer Performance Report package to prevent it from hanging due to speedtest failure. (#27385)

Enhancements 🌟​

• Enhanced several areas of the platform to better support client profiles. Scheduled automations can now execute against client profiles, and the 'get_clients' activity will also return the client profiles linked to each client. (#26703)
• The schedule for later activity can now be used inside an extension automation allowing you to schedule an extension. (#27097)
• The "Chat Suggest Packages" activity now allows suggesting the current package in the Pia Chatbot if the internal id of the current package is defined in the activity. (#26986)
• When accessed through a Sandbox, the Pia chatbot now displays an informative bar at the top informing you that the package options being displayed are for the current sandbox you are in and gives you the option to Switch to live. (#26921)

• Updated the package and activity editor so that automation engineers can scroll past the bottom - this was pre-existing behavior before the editors were upgraded in Platform 16 but it was missed so we've added this feature back in. (#26610)
• Updated the Triage Ingestion popup in the AI & Triage screen so that the id and value of the ticket status is stored correctly and in a manner that supports multiple ticketing system workflows. (#26744)
• The Form Editor screen has been updated to keep the text formatting consistent within different form fields. (#26793)
• Added memory limit warning threshold for logging to activity log output when memory limit of a PowerShell script is approaching. Also improved memory limit reached error logging to help with troubleshooting when a PowerShell script fails to execute due to exceeding memory limit. (#26879)

• When promoting a package to live, a copy is now automatically saved in the Sandbox. You can turn this feature off by enabling the "Remove the package from my Sandbox" option in the Promote to Live popup of the Package Editor screen.

• The Time logging feature in the tenant settings previously only allowed to set time logging for Pia aiDesk Automations. This has now been modified to allow time logging to be configured for all automations, including custom automations built by partners. (#26931)
• Improved error handling in packages to ensure that when a package stops after meeting a stop condition, it no longer appears as failed on the live packages screen. (#26851)
• You can now add conditional display formatting to line breaks in the form editor. In addition, hyperlinks are now supported when using a paragraph via the form editor.(#27108)

Bug Fixes 🐛​

• Fixed an edge case scenario where the MS Graph Token retrieved by the Pia: Reset/Modify Users MFA Authentication package was not processed correctly causing package failure. (#26845)
• Resolved an issue within the platform which prevented the function packages from looping in a case where a global variable was null. (#26612)
• Fixed an edge case scenario for a partner where the Pia Agent was failing to register due to a missing client record. (#26964)
• Added a filter to the User Groups screen so that deleted users are no longer displayed in the User groups summary. (#26467)
• Fixed an issue where the Pia Condensed Pod item was multiplying in the ConnectWise Pod Configuration everytime the connected service for ConnectWise was reconfigured in the partner portal. (#26720)
• Fixed an issue where the new variables added to an activity were not being processed through the package. This issue occurred only in the sandbox mode. (#26705)
• Fixed an issue with the Package Configuration form where the values in the form fields were autoselecting if they form fields had similar values to another selection. (#26632)
• Resolved an edge case for a partner using the AutoTask ticketing system, where multiple Pia chatbot windows were unexpectedly opening within the tickets. (#26558)
• The Live Packages screen has been optimized to prevent browser tab freezes when viewing large ticket outputs, especially on less powerful machines. (#26711)
• Updated the AI & Triage screen logic to prevent the failure of board / status collections for AI & Triage if some of the boards aren't able to be read. (#26817)
• Fixed an issue with Zero Touch Automations where Pia incorrectly marked the ticket status as 'Package Completed' in the ticketing system, even when the automation had failed. (#26890)
• Resolved an issue with SmartForms AI Auto-Reply not working correctly in some edge cases related to how specific automations were configured to use this feature. (#26842)
• Fixed an issue with the Pia Chatbot where the activity log was not displaying the correct step or the activity the package was executing. (#26628)
• Fixed an edge case where the config watcher incorrectly reported agents as offline for a partner, even when they were online. (#26745)
• Fixed an issue where the form data defaults were not being passed in properly to the form controller when producing the output for the Get Client Config form activity. (#26869)
• Resolved an issue for a partner where the chatbot was stuck while executing an automation and they were unable to cancel the request as well. (#26953)
• Resolved an issue in SmartForms where the 'Get Form Data' activity was returning incorrect data when multiple extensions were appended to the SmartForm. (#26774)

Enhancements 🌟​

• The Pia: Log Out User from Windows RDS Package now logs additional audit notes in the ticketing system providing more information on the logged in user and the server. (#25894)
• Additional naming conventions, including 'firstFull_lastFull,' 'firstinitial_lastFull' and 'firstFull_lastInitial' have now been implemented in the Pia: Staff Onboarding package for SAM Account Name and UPN. (26624)
• Modified the Pia: Create Shared Mailbox Package to automatically disable newly created accounts by default. An optional setting is now available in the chatbot within the mailbox creation form, to enable the generated account if required. (#26518)
• Enhanced the Pia: Staff Offboarding (Semi-Hybrid) Package with the ability to hide the user mailbox from Global Address list. (#26664)
• Two new license options have now been added to Pia's license matrix, allowing them to be selected as part of the user license selection process for multiple automations.These licenses are: MicrosoftTeams_Enterprise_New and Microsoft_365_E3(no_Teams). (#26656)
• The Pia: Staff Onboarding Package has now been updated to inform the engineers that the default license if the default licenses are not available. (#26288)
• The Pia: Setup/Remove Mail Forwarding and Pia: Add/Remove User from Groups packages have been updated to bundle the scheduled ticket with the original one once the automation is complete. (#26969)
• The Pia: Computer Space Cleanup package has been updated with additional configuration options to set the minimum size expected for folders to be displayed within the cleanup temp folders form. (#26836)
• The SmartForms: Change Calendar Permissions package has now been updated with additional logic to present the option to modify user permissions for Semi-Hybrid executions. (#26786)
• Implemented the ability to run the Pia: Staff Onboarding automation without requiring the use of a manual DirSync. Pia will now simply wait for the user to appear in Office 365 if configured to do so via the newly added package configuration option. (#26298)
• Updated the Pia: Computer Space Cleanup package to output DISM results in the chatbot in the case of a failure from the DISM tool, the output will now indicate as such and indicate what error has occurred. (#26849)

Bug Fixes 🐛​

• The Pia: Staff Onboarding Package was missing two default Microsoft Teams licenses in the license selection drop-down. They have now been re-added. (#25755)
• The Pia: Staff Offboarding Package now logs an audit note regarding the result of the password reset action in the ticketing system. (#25836)
• The Pia: Staff Onboarding Package previously had a case sensitivity on the access method for collecting the distinguished name of the domain users group which was causing package failure. This has now been fixed. (#25710)
• Fixed an issue with Pia: Log Out User from Windows RDS Package where the Package was failing to add a device to the local admin group. (#25746)
• The Pia: Staff Onboarding Package was producing a duplicate success message in the chatbot during group assignment which has now been fixed. (#25869)
• The Pia: Staff Onboarding (Cloud Only) Package was having an issue with assigning all expected security groups when waiting for group based licensing. This issue is now resolved. (#25933)
• The Pia: Staff Onboarding Package now skips the assignment of Exchange Online Groups if the engineer creates the new user without a mailbox. (#25721)
• Adjusted the logic in the Pia: Win10 Install Network Printer Package to allow adding printer drivers via additional resources. (#25992)
• The Pia: Account Locked Out Package has now been updated to filter out non synced users while syncing changes to the AD after unlocking the account. (#26016)
• Fixed an issue with the Pia: File Share Security Change Package where Pia was displaying IP based drive/share mappings. (#25990)
• Fixed an issue with the Pia: Get Mailbox Information Package where Pia was attempting to populate multiple items within a text field causing the form to break. (#26140)
• Added more error handling within one of the activities of the Pia: Reset Network Password (Cloud Hybrid) Package to prevent failures. (#26156)
• The Pia: Manage Software Package has now been updated to log additional information in the ticketing system when an error occurs. (#26072)
• The Pia: Staff Onboarding Package now displays a notification in the chatbot to the engineer about adjusted SAM Account Name and UPN if the provided ones are already in use. (26092)
• Updated the Pia: Get Software Information Package to collect additional installed software and output in the Pia Chatbot. (#26138)
• Fixed an issue with the Pia: Staff Onboarding Package where the package was failing if a group has the same Proxy Address as the one the user was attempting to create. (26142)
• Fixed an issue with the SmartForms: Create or Remove Mail Forwarding Rule Package where it was not taking into consideration the custom email field. (#26196)
• The Pia: Staff Onboarding (Cloud Hybrid) Package now logs additional notes in the ticketing system when the user is assigned to Active Directory Groups. (#26340)
• The Pia: Staff Account Details (Cloud Only) Package has now been updated to filter users that are not synced rather than filter users without a SAM Account Name. (#26369)
• Fixed an issue with the Pia: Create a Group Package where Security Groups with the same name were being created in different Org Units. (#26379)
• Updated the Pia: Microsoft Teams Troubleshooter Package with additional error handling methods to prevent package failures. (#26387)
• The Pia: OneDrive Troubleshooter Package now displays a message in the chatbot when an error occurs while attempting to search a directory where the sync locations are too long instead of failing the package. (#25625)
• Updated the SmartForms: User Onboarding Package to skip the Azure AD: License Capability Check when running for Prem-Only clients. (#25703)
• Fixed an issue with the SmartForms: Staff Onboarding Package where it was failing to respect the plain text password rules based on the client's onboarding configuration. (#25881)
• Updated the Pia: Staff Onboarding Package with additional error handling logic to prevent package failure when additional attributes are set incorrectly. (#26469)
• The Pia: Staff Offboarding (Cloud Only) Package was failing to remove a user from the groups if the user was part of more than 40 groups in Microsoft 365. This issue has now been resolved. (#26479)
• Fixed an issue with the SmartForms: Setup/Remove Out of Office Package where the Time Logging was not working. (#26535)
• The 'ticketing_system_get_company_by_id' and the 'cw_get_company_by_id' activities can now run without using the ticket id input variable. (#26572)
• Fixed an issue with the Pia: Staff Onboarding (Semi-Hybrid) Package where a security group was not being displayed in the group selection form for a client. (#26634)
• Fixed an issue with the SmartForms: Staff Offboarding Package where the user selection drop-down in the forms included groups. (#25823)
• Updated the Pia: Reset Network Password (On Prem) Package to log additional notes into the ticketing system summarizing the password reset actions and their status. (25492)
• Fixed an issue with the Pia: Grant Mailbox Permission package where the UPN value was not automatically set to the value of the Primary SMTP after the user account was converted to shared mailbox. (#23711)
• Fixed an issue with the Pia: Triage Package where the package was failing to assign tickets if the user had blocked their calendar. This was specific to Halo Ticketing System. (#25826)
• Fixed an issue with Pia: Staff Onboarding Package where the package was failing to retrieve shared mailbox permissions due to unsupported URL used for the Recipient Permissions. (#26324)
• The Pia: Staff Onboarding Package now has the option to select the Microsoft Entra Suite License in the license selection drop-down. (#26454)
• The SmartForms: Staff Offboarding Package was incorrectly passing manager data to the extension automations which has now been fixed. (#26878)
• Fixed a RegEx issue with the Pia: Change Calendar Permissions package that was preventing users from appearing in the user selection dropdown in cloud hybrid environments under certain scenarios. (#26862)
• Resolved an issue with the SmartForms: Staff Onboarding package where the package was failing to properly log additional password information to the ticket when configured to do so. (#26742)
• Fixed an issue with the Triage feature where it was failing to collect ticket data from AutoTask ticketing system. (#26749)
• Enhanced resiliency in the enablement of litigation hold for new user mailboxes in the Pia: Staff Onboarding package. (#26675)
• Resolved an issue with the Pia: Staff Onboarding package where the creation of new user was failing due to use of special characters. (#26681)
• Fixed an issue with the Pia: Bulk Update User Details (Cloud Only) package where the package was unable to modify privileged account details due to a missing scope. (#25904)
• Fixed an issue with the Pia: Computer Performance Report package where it was auto selecting a device that was offline and leading to an infinite loop for certain AI AutoStart scenarios. (#26894)
• Fixed an issue where the SmartForms were loading slow by adding multiple filter styles and minimizing the amount of data Pia collects and processes. (#25807)
• Fixed an edge case scenario where the Triage feature was missing audit logs when running in live mode. (#26857)
• Adjusted the Pia: Get User Account Details package so that it no longer fails if the date/time conversion fails. (#26654)
• Fixing an edge case scenario for Pia: Staff Onboarding Package where some sync containers were not recognized during new user creation. (#26641)
• Fixed an issue with the Pia: Computer Performance Report package where Pia failed to suggest subsequent packages after the initial package execution was completed. (#26846)
• Resolved an issue with the Pia: Staff Onboarding (Cloud Only) package where Pia was not respecting the "Disable Contact Creation on Ticketing System" flag in the package config tool. (#26689)
• Fixed an issue where the Pia: Staff Offboarding (Cloud Hybrid / Cloud Only) packages would fail when attempting to deprovision an annual committed license. (#26855)
• Fixed an issue with Pia: Staff Onboarding (Cloud Hybrid) package for remote mailbox scenarios where mailbox creation process was incorrectly completing causing remote mailbox creation to fail and duplicate the mailbox in exchange online. (#27009)
• Resolved an issue in the SmartForms: User Onboarding (Semi Hybrid) package that was preventing the assignment of multiple licenses through access levels. (#26790)
• Resolved an issue Pia: Staff Onboarding package where Pia was failing to recognize the pre-configured Org Units set up in the package configuration form in an edge case scenario. (#26735)
• The SmartForms: Staff Offboarding package did not show Out of Office configuration options due to incorrect logic. This has now been amended. (#26760)
• Resolved an issue in Pia: Staff Onboarding package where the assigned licenses were not being passed to the extension automation at the end of package execution. (#26943)
• Added RegEx to the password field of the Pia: Staff Offboarding package to prevent engineers from entering tab characters (as these character types are invalid). (#26783)
• Resolved an issue in the SmartForms: Staff Onboarding package where an error occurred when only one shared mailbox permission was collected, preventing the review form from being presented to engineers. (#26737)
• Resolved an issue in the SmartForms: Staff Onboarding package where Pia would attempt to search for exchange capable licenses however would fail in certain edge case scenarios. (#26860)
• Fixed an issue with the Pia: Staff Onboarding package where the package failed upon reaching the timeout limit when attempting to query recipient permissions. (#26746)

Bug Fixes 🐛​

• Fixed an issue which could occur during MS Graph API Authorisation which prevented the exchange role from being granted properly to Pia during the authorisation process due to Microsoft's backend servers not synchronising quick enough for Pia to perform the actions in sequence. Pia now processess the authorisation process over a period of time with retry behaviour until the command succeeds. (#25257)
• Resolved an issue with how repeating sections are displayed in SmartForms. This issue only occurs in specific custom automation scenarios (whereby a listbox in a repeating section with a 2 column layout configured would render in an incorrect layout) . (#26029)
• Fixed an issue with the Pia Config Watcher health rule for SmartForms ticket defaults which was causing the rule to trigger if no status was set in the SmartForm workflow states even though it is not a required field in the SmartForms setup screen. (#26040)
• Fixed an issue with the Pia Chatbot where the 'info' option was not being displayed correctly. (#26395)
• Added a filter in the User Groups page to hide deleted users from the user groups. (#26467)
• Fixed the logic of the AI Auto Reply feature for SmartForms so that it is more robust and covers multiple edge case scenarios. (#26842)

Stability, Performance and Security!​

• The client configuration screen in the Pia Partner Portal now loads quicker!
• The extension points option in the client configuration screen now loads instantly!
• Partners running many automations at the same time should see more reliable execution of automations with much more handling and management of memory and powershell execution performance added!
• Security updates, including:
  • Additional verification of installer and agent files during agent startup and updates to prevent tampering of the agent by a malicious actor. This is over and above the protection which Microsoft Smartscreen (Windows) provides for authenticode encrypted applications (which Pia already adheres to).
  • Further verification of allowed certificates used for the code signing of the Pia Agent, this is in addition to Microsoft Authenticode (industry standard), the Pia Agent will go over and above by performing self verification from Pia's service that the installer and executable files are signed with a Pia approved public key (as obtained from your Pia Tenant) on the machine.

Note: The security updates to the agent in this release are to enhance security for privilaged scenarios. This means adding additional checks, constraints and restrictions for what a user can do in scenarios where that user already has full access to a machine or system. Pia takes security seriously and we will continue to enhance the controls and measures in place to go far over and above industry standards.

Enhancements​

• Allow management of co-managed users for ConnectWise (#26021)

Bug Fixes 🐛​

• Fixed Autotask Automated Time Logging Error - removed timezone modifier as it was causing an internal server error for a partner (#26105)
• Out of Memory Exception: resolved a case where occasionally an out of memory exception would occur, causing an automation package to fail (#26310)
• Fixed an issue where agents set to a deleted client would slow down tenant (#26311)
• Added Error Message Popup and Retry Option if Antivirus Blocking occurs while running an activity on a client's device (#25060)
• Fixed scheduling loop to allow scheduled packages to collect input variables from time of schedule (#25944)
• Improved the UI and logic of font size in the Form Editor (#25951)
• Restricted scope selection in UI when creating delegate consents for Microsoft Teams so that multiple consent requests are not issued across different domain resources (#26084)
• Fixed Activity Editor Default Value to allow all characters to allow activities to run successfully (#26197)
• Fixed a regex issue with Halo browser extension so the ticket number opened in all windows and tabs (#26215)
• Updated the Package Schedule activity so that it would check for any updates in schedule date/time before performing the action (#26220)
• Fixed Forms History not loading in Chatbot to render message (#26222)
• Fixed an edge case instance where a scheduled package didn't execute for a partner (#25912)

What's New 🌟​

Release Items:

• 2x New Automation Packages!
• 🎆NEW AI AutoStart Automations!🎆: for OneDrive AND Computer Performance Report.
• 1x New Integration!: User Onboarding/Offboarding license procurement via Ingram Micro.
• AI Triage Updates: More conditions and actions added to dispatch!
• Semi-Hybrid Support for SmartForms Automations: 3x SmartForm automations receive the Semi-Hybrid treatment!
  
  

New Features and Enhancements​

🌟 2x New Automation Packages 📦​

• 👥 Bulk User Offboarding: It's finally here! After receiving your valuable feedback through Pia Ideas, you can now Offboard multiple users at a time! (#23948)
• 🖥️ Computer Space Cleanup V3: We are relaunching the Computer Space Cleanup package, this will have all of the functionality of Versions 1 and 2 so you won't miss out on your favorite features. (#24212)

🌟 NEW AI AUTOSTART AUTOMATIONS!! 🤖​

(Early Adopters Program Only)

• We're excited to announce the release of our new AI AutoStart Automations for the OneDrive Troubleshooting Automation (#25874) AND Computer Performance Troubleshooter AutoStart Automation (#25927) with real-time diagnostic reporting as users submit their tickets, engineers are equipped with the completed initial report to resolve tickets faster!

🌟 CSP Integrations​

🪪 Feature Enhancement​

The CSP Integration has been enhanced with additional functionalities to better handle over assigned licenses and multiple Subscriptions/Licenses with different commitment periods.

To learn about these changes, refer to this article.

🪪 Ingram Micro (CSP)​

(Early Adopters Program Only)

• Ingram Micro now adds to our list of supported CSPs for managing Office 365 licenses! You can now automatically manage Office 365 licenses directly through our automation processes like Staff Onboarding, Staff Offboarding, and Manage User Licenses. This enhancement will save you time and streamline your routine processes, making license management more efficient and hassle-free! (#23049 and #23050)

🌟 AI Triage Updates 🚛​

We've added 4 new conditions to AI Triage to better manage your incoming tickets! Check out the New AI Triage Experience Release Notes.

• Ticket Status Condition for Ticket Dispatch. (#13871)
• Triage Condition for matching board: route tickets to the appropriate Help Desk Board based on conditions you specify! (#15583)

🌟 Semi-Hybrid Support for SmartForms Automations!​

• We've expanded our environment support to Semi-Hybrid for SmartForms.
  • Password Reset (#24789)
  • Staff Offboarding (#24791)
  • Staff Onboarding (#24790)

New and Enhanced in this Release ✨​

• 📅 Get Staff Account Details Automation has a new property, "Password Last Set Date", this shows when the user last set their password. (#25192)
• 🤓 Added support for SAM Account Name for the User Onboarding Package - specifically new username format First Name and first two characters of Surname: johnsm (for John Smith). (#25808)
• 📮 NEW Extension Automation: Enable Mailbox Archiving. (#24746)

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

What's New 🌟​

Major New Features/Release Items:

• New AI & Triage Experience
• AI AutoStart
• AI AutoReply
• Doubling of Pia AI Ticket Classification Capability

Other Items In This Release:

• Pia Portal Refreshed Look and Feel
• Package & Activity Editor Refresh
• Bug Fixes 🐛

New Features and Enhancements​

🌟 New AI & Triage Experience​

(Early Adopters Program Only)

Configuring Pia Triage & Dispatch has never been more seamless. The New AI & Triage Experience brings a refreshing visual interface to what was once a task for coding aficionados. We know that setting up automations shouldn't require technical expertise, and with this new experience, it doesn't have to.

The updated interface includes:

• Dashboard - View the entire flow, activate or disable Pia Triage with just a click.
• Stamping Screen - Easily configure automated ticket categorization for different service requests.
• New Dispatch Screen - Set up rules to automatically route tickets to specific engineers or boards based on predefined conditions.
• AI Analysis Screen - Influence and enhance Pia's accuracy by tweaking Pia's AI engine.

With this comprehensive overhaul, managing ticket flows becomes as easy as navigating a very intuitive UI, freeing up your technical resources to focus on more complex tasks.

Read more on how to navigate this new feature here: New AI & Triage Experience

🌟 AI AutoStart​

(Part of New AI & Triage Experience)

AI AutoStart activates as soon as a ticket enters your system, launching pre-defined automations to collect information or solve problems instantly.

For example, if a client submits a ticket about a performance issue, AI AutoStart triggers a performance report right away, capturing the system's condition at the time of submission. This saves time and provides accurate data for troubleshooting.

Read more on how to navigate this new feature here: AI & Triage: AI AutoStart

🌟 AI AutoReply​

When clients email a ticket that could have been submitted through SmartForms, AI AutoReply automatically informs them about using SmartForms to ensure faster, more efficient service. This helps improve adoption and reduces friction for your team.

For a deep dive into AI AutoReply you can read more here: AI AutoReply

🌟 Doubling of Pia AI Ticket Classification Capability​

We’ve expanded our ticket classification system to around 60 categories, allowing us to detect and handle even more types of tickets with improved precision. By leveraging the new AI&Triage Experience, you can easily create custom stamping and dispatching rules further optimize your triage operations, ensuring smoother workflows and faster resolutions.

And we're not stopping here—stay tuned for more updates!

For a comprehensive list all available classifications including the newly introduced ones you can read the following article: AI Analysis

🌟 Pia Portal Refreshed Look and Feel​

We're certainly guilty of releasing heaps of new functionality, but we've also managed to squeeze a refreshed the look and feel into Pia Portal!

🌟 Package & Activity Editor Refresh​

For all the Automation Engineers out there, the package & Activity Editors also gained a refresh, designed to give you the maximum screen space possible while working on your next big automation. As an extra bonus, we've added a new button in the activity editor which will validate your PowerShell for you, saving you extra time!

Bug Fixes 🐛​

• Fixed an issue where the service bus could stop processing messages, causing agent status updates to fail. Improved error handling and logging for resilience. (#25004)
• Addressed an issue where antivirus software blocked data processing, adding clear messages and retry options. (#25060)
• Resolved an issue in HaloPSA where mandatory custom fields weren't included during ticket creation, causing scheduled tasks to fail. (#25431)
• Improved form loading performance by optimizing data processing and decreasing SmartForm refresh frequency. (#25554)
• Fixed an issue where token refresh would occasionally fail, adding retry attempts to ensure successful completion. (#25766)
• Fixed incorrect reporting of missed opportunities by adding exclusion criteria for SmartForm package instances. (#25805)
• Reduced duplication in ticket status dropdowns within SmartForms Ticket Default to ensure only distinct statuses are available for selection. (#25806)
• Corrected a missing query call that caused automation errors in client support. (#25838)
• Fixed an issue where client contacts in Autotask were not showing in the approvers list in Pia, despite having the necessary details. Added paging to ensure proper display of all eligible contacts. (#25854)
• Fixed an issue where SmartForms for Halo PSA did not correctly associate the client contact by email address. Implemented a solution to properly match the submitted form to the correct client contact. (#25896)

Early Adopters Feature Update 🔍​

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

We hope you'll enjoy these new enhancements and features. 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 ✨​

• A new Triage action has been added to set ticket priority based on predefined conditions in the triage package. The priority value is aligned with the ticketing system used by the partner. (#13296)
• The Win10 Install Network Printer and Printer Troubleshooting packages now display the system name (hostname) of the printer alongside the display name to make printer selection easier. (#18256)
• Added scheduling functionality to the Change User Details package, allowing the automation to be scheduled for later. (#23661)
• The text "Please do not reply, this is an automated message." has been added to all SMS notifications sent by Pia to prevent confusion and manage user expectations. (#24784)
• Added Microsoft Entra ID P1 for faculty (AAD_PREMIUM_FACULTY) as a default license option to the Staff Onboarding configuration forms (#25080).
• Added an extension point to CSP Licensing: Modify Subscription to allow MSP's to create approval extensions for CSP license changes. (#25350)
• Updated the audit note in Send SMS package. It now includes the name, phone number, and message details of the person selected or texted directly. This information will show in the audit logs. (#25738)

Fixes 🐛​

• Fixed an issue in the Staff Onboarding package where permissions weren’t collected properly a rare edge case. (#25774).
• Fixed an issue in the Staff Onboarding Smartform to add missing Windows 365 Enterprise license option. (#25693).
• Fixed an issue in the Staff Offboarding SmartForm where a user wasn’t being moved to the correct group after termination due to an invalid configuration value. (#25570).
• Fixed an issue in the Staff Onboarding package where contact details weren’t available to your custom extension point for the Semi-Hybrid variation of the new user automation. The system now ensures contact creation is done prior to the extension point. (#25495).
• Fixed an issue in the Grant Mailbox Permissions in Bulk package where users could not configure "send on behalf" of a mailbox due to incorrect of UPN to Primary SMTP. (#25454).
• Fixed an issue in the Re-Enable Terminated User automation where only Organizational Units (OU) containing at least 1 active user were available for selection when re-enabling terminated accounts. The system now loads all OU's for Cloud Hybrid and On-Prem environments (#25453).
• Fixed an issue in the Staff Onboarding package where an incorrect error message was displayed during an Active Directory sync issue. The system now shows the correct error message and retries the sync if needed (#25449).
• Fixed an issue in the Create Shared Mailbox package where the .onmicrosoft domain wasn’t available when creating shared mailboxes. The system now correctly includes the .onmicrosoft domain as a valid option (#25448).
• Fixed an issue in the Staff Onboarding automation where a failed license assignment caused a retry loop but didn’t skip unnecessary steps. The system now skips directly to the next relevant step, improving efficiency (#25416).
• Improved the wording in the Grant Mailbox Permissions in Bulk automation to ensure engineers see a clear message stating that “All permissions will be removed” during mailbox permission removals (#25407).
• Fixed an issue in the Staff Onboarding automation where removing an "@" symbol from a UPN field caused a failure. We now ensure the "@" symbol is always present, preventing errors during user creation (#25396).
• Added a clearer error message in the Reset Network Password automation to inform engineers when a password complexity rule isn’t met. The system now also verifies password success and retries if necessary (#25390).
• Fixed an issue in the CSP Licensing: Modify Subscriptions automation where timeouts occurred and responses were not handled correctly. We’ve increased the timeout and improved the error handling logic to catch and retry on failures (#25386).
• Fixed an issue in the Reset Network Password package where we couldn’t find the user in the domain controller, leading to errors. We’ve added more variables to ensure the user can be found more reliably (#25380).
• Updated the SonicWall VPN package to ensure the latest version of the application is installed by using the updated installer URL (#25361).
• Fixed an issue in the Change User Details automation where we were using an outdated PowerShell method that caused errors. We’ve updated it to use the correct method for compatibility (#25349).
• Fixed an issue in the VPN Setup automation where space characters in the input variables caused incorrect data processing. We’ve removed unnecessary whitespace to ensure proper handling (#25331).
• Improved error handling in the CSP Licensing: Modify Subscriptions automation to ensure exception messages are always logged, and retries occur for certain errors to successfully collect subscriptions (#25324).
• Fixed an issue in the Create Shared Mailbox package where a misleading error was shown for federated domains. We’ve added a specific error message to clarify the exact issue when updating the UPN fails (#25310).
• Fixed an issue in the Staff Onboarding package where the middle name field was incorrectly marked as failed without a proper null check. Now it only fails if the field is actually empty or null (#25290).
• Fixed an issue in the Change User Details automation where whitespace in proxy addresses caused updates to fail. We’ve added trimming to ensure the input is handled correctly (#25273).
• Fixed an issue in the Staff Offboarding automation where mailbox conversion would fail if the mailbox couldn’t be found. We’ve added handling to allow retries or skipping mailbox actions when necessary (#25270).
• Improved the Staff Onboarding automation to ensure licenses are processed correctly when the prompt for confirmation setting is disabled. Now it handles licenses without duplicates automatically, and asks for confirmation only if needed (#25266).
• Fixed an issue in the Staff Onboarding and Change User Details automations where validation for user names was too strict. We’ve adjusted the logic to allow numbers at the start of names and display names (#25265).
• Improved the Staff Onboarding automation to handle retries when calendar permissions fail due to a connectivity issue. It will now retry or notify the engineer depending on the issue (#25251).
• Fixed an issue in the Staff Offboarding automation where the Get User Details activity would fail when trying to retrieve details of a disabled user. We’ve moved this activity earlier in the workflow to prevent the error (#25247).
• Fixed an issue in the Add/Remove User from Groups package where groups with unreadable names were causing errors. We now use the ObjectGUID to ensure proper handling of groups even when their display name is null or unreadable (#25230).
• Fixed the Microsoft Teams Troubleshooter automation to ensure it clears all cache locations, including the new Teams cache (#25229).
• Improved the Staff Onboarding automation to continue successfully when no customer is selected (when using the CSP integration), only showing licenses with available counts greater than zero (#25221).
• Fixed an issue in the Staff Offboarding automation where an uninitialized variable caused mailbox conversion to fail. We now initialize the $skip_mailbox_conversion variable properly (#25198).
• Added exception handling and retry logic for network timeouts in the Get Shared Mailbox Permissions automation (#25172).
• Fixed an issue in the Computer Space Cleanup automation where long directory paths exceeding the 260-character limit caused errors. Now we handle this with a proper exception and continue logging (#25037).
• Improved the Delete Mail Contacts package by adding error handling for missing contacts and stopping sync from the On-Prem package back to the parent in Cloud Hybrid scenarios (#25021).
• Added debug information for error requests in the CSP Licensing: Modify Subscriptions automation, specifically when handling PAX8 licenses (#24974).
• Improved the Staff Onboarding automation to include all sub OUs from Microsoft Azure Active Directory Connect, unless explicitly excluded (#24858).
• Added chat interaction and auditing to the Create Shared Mailbox automation to provide detailed information about the mailbox setup, including who was granted permissions, the mailbox SMTP, and display name (#23693).
• Adjusted Change Calendar Permissions to support both cloud and on-prem mailboxes in hybrid environments, allowing users to select mailboxes from both locations. (#20341)

What's New 🌟​

Release Items:

• Automated Time Logging
• Introducing the New Integration Experience (Early Adopters Only)
• Improved chatbot experience for MS Delegate Token Expiry
• Optional Session Timeout for Better Security
• Bug Fixes 🐛

New Features and Enhancements​

🌟 Automated Time Logging​

We’ve made tracking your automation time easier than ever! You can now specify a pre-defined amount of time to log against each ticket, which helps you keep an accurate record of the time spent on each task. This feature is configurable per automation and can be set up in bulk for all clients, reducing the need for manual effort. It’s a simple way to ensure you’re accurately tracking and billing your automation efforts. (#24684)

Read more on how to configure this new feature here: Automated Time Logging

🌟 Introducing the New Integration Experience​

(Early Adopters Program Only)

Imagine you’re using Pia’s staff onboarding automation, but it doesn’t quite cover the entire process—perhaps there's an extra step unique to your system. Or, say you need help troubleshooting and want a step-by-step guide generated automatically via ChatGPT which is specific to your ticket and issue. With the Integration Experience, you can bridge the gap by setting up custom automations with 3rd party Apps and API's to handle that final onboarding task automatically and give you that extra capability you are looking for on your service desk.

The New Integration Experience offers two key benefits:

1. Easily Set Up Pre-Built Pia Integrations: Get up and running quickly with Pia’s native integrations, designed to work seamlessly with popular platforms.
2. Custom Integrations at Your Fingertips: If Pia doesn’t have your favorite software pre-integrated, no problem! Use the Integration Experience. to build your own automations with any external API, allowing you to tailor Pia’s automation environment exactly to your needs.

Whether it's connecting to a CRM to create a new user every time the onboarding automation runs, or setting up a custom VoIP integration with your chosen vendor, the possibilities are endless—provided the software supports API access. With the Integration Experience, you’ll save time, boost efficiency, and gain the flexibility to automate exactly how you want, without being limited by pre-built options.

Dive deep into the New Integration Experience, check out the following articles and video tutorials!

• New Integration Experience, an introduction
• How to set up your first custom integration
• Tutorial: Build Automations with a custom ChatGPT Integration

🌟 Improved chatbot experience for MS Delegate Token Expiry​

We've enhanced how Pia handles expired MS Graph API and Delegate tokens. Previously, when a token expired, the automation would error. Now, instead of halting everything, Pia will notify that you need to reauthorize. You can then refresh Pia once you have reauthorised in the Pia Portal to continue the automation. This update ensures fewer disruptions and a much smoother workflow.(#22659)

🌟 Optional Session Timeout for Better Security​

We’re excited to introduce an optional session timeout feature for the Pia Partner Portal. This means you can choose to have users re-login after a period of inactivity, adding an extra layer of security. It's a great way to keep user sessions secure and reduce the risk of unauthorized access. Remember, this feature is entirely optional and can be configured to suit your needs! (#24181)

Bug Fixes 🐛​

• We resolved an issue where some styles were applied globally instead of to specific forms in the Partner Portal, ensuring the correct display of forms across the platform. (#25296)
• We fixed an issue where the search bar would scroll along with the table when viewing multiple automations. The search bar now remains fixed in place while scrolling. (#25351)

Early Adopters Feature Update 🔍​

Microsoft Partner Portal to perform the Microsoft Graph API "Authorisation" process​

Speed up your onboarding of new clients into Pia!

We are currently working with our alpha partners on the Microsoft Partner Portal feature, and the feedback so far has been positive. Everything seems to be going well, and we are making great progress. We anticipate that this feature will be ready for global availability soon. Stay tuned for more updates!

We hope You'll enjoy these new enhancements and features. 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 you automation platform of choice!

The Pia Product Team