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

Enhancements ✨​

• We've made significant improvements to our Machine Learning and AI model, increasing the accuracy to ~95%. This enhancement boosts ticket classification and improves the performance of Pia Triage and automation recommendations by the Pia Chatbot.
• The Pia Browser Extension now remembers its last position, so you don't need to adjust your Pia Chatbot each time you log in HaloPSA or Autotask! (#25081)
• Enhanced support for custom domains in the Halo PSA Chrome Extension, allowing partners to use custom domains such as psa.companyname.com instead of psa.halopsa.com (#22776).
• Added improvements in the Microsoft Partner Portal Connected Service (Pia Portal), including failure messages for better user feedback (#24946).

Bug Fixes 🐛​

• Fixed an issue where the chatbox session displayed wrong client data by removing session caching (#24495).
• Resolved a problem with SmartForms ticket stamping (Autotask) not applying due to inactive accounts not being filtered out (#24892).
• Addressed a Pia Browser Extension issue by ensuring the server address includes "https://" (#24899).
• Resolved an issue where restarting the Pia Agent could cause duplicate task execution by ensuring the task runs only once. (#24967).
• Improve handling of the "Agent Offline" error message by addressing an issue where the parent automation would incorrectly enter an error state when a child package is executed in "inline" mode. (#25031).
• Resolved the issue of client package configs not saving when there are blank sections by adding a null check (#25059).
• Improved error messaging when the antivirus blocks a PowerShell script execution by displaying a proper message and offering retry options (#25060).
• Added logic to prevent the Pia Browser Extension from overflowing off the screen in HaloPSA and Autotask (#25081).
• Added logic to prevent sandbox changes in the Activity Editor when there are unsaved changes (#25146).
• Fixed the creation of scheduled audit notes by ensuring both assignedResourceID and assignedResourceRoleID fields are properly handled (#25173).
• Addressed the issue where packages appeared to fail without errors by improving exception handling for duplicate executions (#25224).
• Corrected the rendering of input objects in the Activity Editor by removing unnecessary characters (#25264).
• Fixed the Reset Password form issue where default values were not properly compared, causing display problems (#25293).
• Resolved the issue in the Activity Editor where "Goto Line" was not working by adding the required import (#25299).

Release Items:

• Pia's AI-Assisted Triage for HaloPSA
• Automated Office 365 License Management through Rhipe (CSP)
• More Customizable Pia's SmartForms!
• More Extension Automations
• Additional SmartForms Enhancements

📺 Watch our walkthrough video to explore the main features and enhancements included in the release!

New Features and Enhancements​

🌟 AI-Assisted Triage for HaloPSA​

• Our Triage & Dispatch solution is now available in HaloPSA! HaloPSA partners can now benefit from automatic ticket categorization and assignment to engineers. While this solution is already a game-changer, we're just getting started with Pia's AI-Assisted Triage. Expect more enhancements as we progress through our roadmap. Stay tuned, Triage enthusiasts! (#16022)

🌟 Automated Office 365 License Management via Rhipe (CSP)​

• Rhipe now adds to our list as a supported CSP 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! (#23052) (#23053)

🌟 More Customizable Pia's SmartForms!​

• We are excited to announce that all available SmartForms at the time of this release now support extension points. This means our partners can customize them by adding their preferred forms and extensions to better suit their customers' workflows. (#23969)

  • Account Locked Out
  • Change Calendar Permissions
  • Create or Remove a Mail Forwarding Rule
  • Grant or Revoke Mailbox Access
  • Reset Network Password
  • Setup or Remove Out of Office
  • Staff Offboarding
  • Staff Onboarding

🌟 SmartForms Enhancements!​

• Enhanced New User SmartForms

We’ve made improvements to our Staff Onboarding SmartForms for both Cloud Only (CO) and On Premises (OP) environments during Zero Touch execution, making them more reliable and user-friendly. (#22966)

➕ The following functionalities have been added:

Cloud Only (CO) & On Premises (OP)​

• Welcome Email
• Primary SMTP Address Domains
• Separate Email Address to User Principal Name
• User Selection Dropdowns

On Premises (OP):​

• Home Drive Enabled

New Features:​

• Separate Email Address to User Principal Name
• Security Groups

🌟 Improved SmartForm Ticket Titles​

• We’ve made an important update to ensure that the titles of the tickets generated by SmartForms are now more meaningful and contain key information from the form itself. This improvement helps in better understanding and managing the requests. (#23780)

A few examples:

Staff Onboarding Reworded:​

• New User Request for < First Name, Last Name of the user >

Staff Offboarding Reworded:​

• Offboarding Request for < First Name, Last Name of the selected user > effective immediately (if the user has selected Now)
• Offboarding Request for < First Name, Last Name of the selected user > at < Scheduled Date and Time >

🌟 More Extension Automations!​

🔗 These Pia Automation Packages now support extension automations, empowering your customization creativity! (#23745)

Note:

• Pre: Before the package execution
• Post: After the package execution

🌟 Expanded Environment Support!​

🖥️ We are excited to announce expanded environment support for some of our key automations!

• Change Calendar Permissions now supports the Semi-Hybrid environment, providing greater flexibility and control for administrators managing hybrid setups. (#24938)
• Grant Mailbox Permissions Automation (Cloud Hybrid) now supports on-premises Exchange as well, extending its capabilities beyond just the cloud environment. (#15542)

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 you automation platform of choice!

The Pia Product Team

Enhancements ✨​

1. Pia Triage now supports the ability to set the Category in Autotask upon processing the ticket (#24906).
2. The Grant Mailbox Permission package now includes a popup to display current users and their permissions (#24381).
3. Added support for a Fax Number field in bulk updates to the Update User Details package (#24705).
4. Streamlined the process to promote packages to live environments, enhancing deployment efficiency (#24475).
5. Improved the Create a Group package by adding comprehensive error handling (#23676).
6. Improved Staff Onboarding logic to ensure that SendOnBehalfTo permissions are added without removing existing permissions to allow outbound emails. (#24336)

Fixes 🐛​

1. Resolved an issue with the Staff Onboarding package where user permissions could not be copied due to an error in retrieving user IDs. The package now retrieves user information using both GUID and UPN. (#24408)
2. Fixed a problem with the Computer Space Cleanup V2 package that caused it to hang while processing large data volumes. The package now displays progress by indicating the number of folders processed, improving clarity during execution. (#24588)
3. Addressed a discrepancy in the Manage User License package where users were not informed when licenses were fully subscribed but license count was 0. The package now provides a warning message if no licenses are available, preventing confusion during assignment. (#24602)
4. Resolved an issue in the Staff Onboarding package where users encountered a permission error when attempting to purchase a Pax8 license with a cost set below the buy rate. (#24675)
5. Updated the Staff Onboarding package to accept Unicode characters in the samAccountName field, resolving issues where certain characters were previously restricted. (#24913)
6. Corrected a duplicate success message issue when handling licenses through our automation packages by removing redundant chat interactions, ensuring that only the final confirmation message is displayed. (#24968)
7. Enhanced the Restart Services package to include running services in its operations, addressing a previous issue where only stopped services were filtered and included. (#24989)
8. Fixed an error in the File Share Security Change package that occurred due to a missing skip in the process flow, which caused a failure when referencing a skipped activity. The skip has now been correctly added. (#24991)
9. Fixed an issue in the Staff Onboarding (SmartForms) package where an incorrect warning message regarding litigation hold was displayed. The package now accurately checks license capabilities and no longer shows the incorrect warning message when litigation hold is not applicable. (#25013)
10. Improved the Change User Details Semi Hybrid package by making the user selection field mandatory, preventing failures due to the lack of selection. (#25026)
11. Fixed an issue in the Manage User Licenses package where certain SKU names were missing from the license matrix, including Microsoft_365_Copilot and Microsoft_Teams_Rooms_Pro. The package now shows correct license names as these SKUs have been added to the matrix. (#25043)
12. Resolved an issue in the Staff Onboarding package where litigation hold was attempted on licenses with only exchange capabilities. The package now checks if the license has litigation capabilities before attempting to set up litigation hold. (#25046)
13. Added the TEAMS_ESSENTIALS_AAD license entry to the matrix for all license selections, ensuring it appears in the dropdown for selection in the Staff Onboarding package. (#25048)
14. Fixed an issue in the Staff Onboarding package where the original user OU was not copied due to multiple OUs being selected. The package now correctly selects the proper OU. (#25050)
15. Improved clarity of the Get Mailbox Information package by renaming the text to reflect the package name, making it easier for Pia Chmapions to locate. (#25052)
16. Resolved an issue in the Staff Onboarding package where a failed mailbox wait was caused by an improper null check. The package now uses a differet logic to handle both null and empty cases. (#25061)
17. Enhanced the Staff Onboarding package to restrict the characters allowed in user principal names (UPNs) and primary email addresses, fixing issues with certain characters. (#25064)
18. Fixed an issue in Pia Triage where assigning a ticket assignee did not update the audit variables correctly. The audit variables are now correctly assigned. (#25082)
19. Resolved an issue in the Staff Offboarding package where Azure passwords were not immediately reset, requiring a sync. The package now resets Azure passwords immediately. (#25110)
20. Fixed an issue in the Staff Onboarding (SmartForms) package where processing data in a cloud hybrid environment caused the package to stop. A new logic was added to handle cloud-only and cloud hybrid environments separately, preventing stoppage. (#25113)
21. Resolved an issue with handling licenses subscription changes where duplicate licenses were found due to identical subscription details. The package now matches on the unique subscription ID to prevent duplicates. (#25115)
22. Fixed an issue where the country code was incorrectly set to US instead of NL. A -match condition was added to correctly adjust the country code. (#25116)
23. Resolved an issue in the Setup / Remove Mail Forwarding package where mail forwarding failed if only one user was returned. The package now ensures that the list is treated as an array regardless of the number of users. (#25119)
24. Fixed an issue in the Staff Offboarding (SmartForms) package where an empty line caused an error. The package now excludes null or empty values before iterating. (#25136)
25. Updated the Change User Details package by renaming the display name for the OFFICESUBSCRIPTION license to Microsoft 365 Apps for Enterprise, ensuring accurate representation. (#25150)
26. Updated the license matrix in the Staff Onboarding package to reflect the correct display name "Microsoft Teams Phone Standard", replacing the outdated name "Microsoft 365 Phone System." (#25152)
27. Enhanced the Staff Onboarding (Cloud Hybrid) package to output the license's display name if assignment fails, improving clarity by matching the SKU with a user-friendly name. (#25202)
28. Resolved a datetime parsing issue in the Create Mail Forwarding rule (SmartForms) package where an empty datetime caused errors. The package now includes a null check for scheduled dates, preventing the issue. (#25223)
29. Fixed an issue in the Staff Offboarding package where disabling a 365 account failed if the user was a member of a group with elevated permissions. The package now removes groups before disabling the account to avoid 403 errors. (#25274)
30. Addressed an issue in the Setup/Remove Out of Office package where no users were found in the tag due to a prior syntax error. The logic has been separated to ensure proper processing. (#25315)
31. Resolved an issue in the File Share Security Change package where multiple mappings to the same drive path caused duplicates. The package now filters out duplicate mappings based on drive name and path, ensuring only unique shares are displayed. (#24733)
32. Fixed an issue in the CSP Licensing: Modify Subscriptions package where changes failed due to multiple matches with different commitment types (e.g., yearly/monthly). The package now includes a filter for commitment length to process changes correctly. (#24835)
33. Resolved a logic issue in the Password Reset package where duplicate logic existed for handling exceptions. The package now has a single catch statement that properly handles activity returns. (#24839)
34. Fixed an error in the Computer Space Cleanup v2 package where an invalid path was causing failures. The package now processes the path as expected without errors. (#24844)
35. Resolved an issue in the Staff Offboarding (Cloud Only) package where the process would hard error when attempting to set "hide user in GAL" due to an inability to find the mailbox by UPN. The package now continues on error when the user mailbox is not found. (#24851)
36. Fixed an issue in the Change User Details package where a null object GUID caused errors. Implemented changes to pass in the user object as suggested, resolving the issue. (#24872)
37. Addressed a failure in the Staff Offboarding and Setup Out Of Office packages where no retry was attempted on error. The package now includes a retry mechanism to handle errors. (#24883)
38. Resolved an issue in Pia Triage where workflows were not working properly due to the clientIsEnabled condition not being matched. The package now uses a global variable for clientIsEnabled, ensuring proper routing. (#24889)
39. Fixed an issue in the Staff Onboarding package where activity results were incorrectly reported as unsuccessful due to custom attributes not being properly checked. The package now verifies attribute changes correctly before reporting success or failure. (#24890)
40. Implemented a feature in the Staff Offboarding package, allowing for the selection of specific licenses when multiple licenses with the same SKU are returned, preventing duplicate deprovisioning. (#24896)
41. Resolved a discrepancy in the Bulk Add / Remove Users to Groups package where external accounts (Guest) were filtered out, causing them not to be detected by the package. The package now includes Guest accounts in the selected section. (#21805)
42. Improved auditing in the Add/Remove User to Groups package by ensuring that auditing occurs only after verifying the actions of adding/removing users to/from groups, rather than before. Now, the package reports success or failure accurately. (#23199)
43. Fixed an issue in the Staff Onboarding package where the package would hang when selecting a tag display format if the 'description' field was shown. The logic for handling description collection and formdef tag construction has been optimized to avoid unnecessary loops. (#23200)
44. Improved the Staff Onboarding package by adding a configurable delay in seconds for mailbox propagation, allowing time for the mailbox to fully propagate before proceeding with adding users to groups, which prevents failures in sending SharePoint emails. (#23301)
45. Resolved an issue in the Staff Onboarding package where it was difficult to differentiate groups with the same display name. The package now checks against group object GUID, samAccountName, and display name, ensuring more precise group assignments. (#23535)
46. Fixed a failure in the Create a Group package where errors were not properly caught when the group failed to create. The package now includes missing input variables and null checks, providing clear error messages and ensuring the correct creation of groups before assigning members and owners. (#23676)
47. Resolved an issue in the Staff Offboarding package where licenses with dependencies were not being removed properly due to issues with the Azure AD Remove licenses activity. The package now uses the manage user licenses activity to handle license removal correctly. (#23778)
48. Fixed an issue in the Staff Onboarding package where the license name appeared blank in the dropdown for license selection. The logic now includes the missing SKU and outputs the SKU if no pretty name exists. (#23904)
49. Addressed a problem in the Reset Password package where an error message was not set or returned if an exception was caught. The package now ensures that error messages are properly output in the catch statements. (#23937)
50. Resolved an error in the Staff Onboarding (SmartForms) package when copying an existing user. The package now correctly handles user details and licenses, including a try/catch mechanism to prevent failure if user licenses cannot be retrieved. (#23996)
51. Fixed an issue in the Staff Onboarding package where users were not appearing in the tag dropdown when the "Domain Users" group was set as the primary group ID. The package now correctly shows users when "Domain Users" is the primary group. (#24223)
52. Added proper error handling to the File Share Security Change package to address permissions denied errors. The package now displays these errors in the chat interaction, improving transparency. (#24241)
53. Resolved an issue in the Staff Onboarding package where the package would incorrectly prompt to retry license assignment if the license was already assigned. The package now skips the retry logic in such cases, streamlining the process. (#24254)
54. Fixed a failure in the Staff Offboarding package where the de-provisioning of licenses from CSP was unreliable. The package now works as expected after commenting out the "Azure AD: Confirm License Changes" activity. (#24295)
55. Fixed an issue with the Staff Onboarding process that caused delays during mailbox creation (#25061).

Enhancements ✨​

1. Added logic to display number of users per OU in New User automation user list (#24416).
2. Improved messaging clarity in mailbox delegation access prompt during user termination (#24116).
3. Improved clarity on setting to disable Zero Touch automation to reflect outcome of the choice in the New User configuration (#24556).
4. Improved Restart Services automation to now show Startup Type as well as Status (#24294).
5. Adjusted wording to improve clarity on mailbox delegation in the Grant Mailbox Permission automation (#24372).
6. Added email address next to display name in SmartForms Staff Offboarding (#24576).
7. Fixed low AI score for "Reset/Modify MFA" which was preventing the chatbot to recommend the corresponding automation (#24582).
8. Added a note to inform engineers using the Grant Mailbox Access feature that pre-existing permissions are already selected by default prompting them to unselect checkboxes if they wish to remove these permissions (#24030).
9. Remove existing mail forwards when they already exist on selected user accounts in the Setup/Remove Mail Forwarding automation (#24677).
10. Added a note to the Password Reset SmartForms automation form instructing users to include the international country code (+1 or +61) for SMS validation (#24734).
11. Added a "Show all devices" button in the Computer Performance Report automation to enable engineers to view all available machines in the list (#24404).
12. Implemented dynamic message logic to distinguish between litigation hold and archiving enabled states in the terminate user package (#24281).
13. Added a configuration field for specifying default domains in the New User automation package (#24575).

Bug Fixes 🐛​

1. Fixed an issue where settings were not applied correctly in our system updates ensuring all configurations are included when deploying new features (#24690).
2. Resolved the issue where removing a user from a group did not take effect due to verification logic (#23949).
3. Enhanced termination process for user accounts now includes revoking sessions for both cloud-only and cloud-hybrid environments (#24662).
4. Fixed Pax8 integration to correctly filter out non-Microsoft licenses during the Pax8: Modify Subscription automation (#23822).
5. Implemented logic to verify and exclude Azure subscriptions with incorrect vendorSkus ensuring proper management of Microsoft licenses in the CSP Licensing: Modify Subscriptions automation (#23148).
6. Improved scheduled user termination by moving Out of Office step after the schedule action (#24586).
7. Enhanced termination process for User SH by adding functionality to bypass mailbox and calendar permissions as well as litigation hold activities when the user is AD-only (#24326).
8. Updated license capabilities for Government licenses in CSP related automations (#23787).
9. Enhanced Smartforms New User functionality to prevent execution in unsupported environment tags (#24440).
10. Implemented checks to ensure conflicts are accurately identified based on the execution environment for user creation scenarios (#24373).
11. Enhanced error handling by ensuring that empty entries are filtered out before removing licenses preventing issues with storing exceptions in output variables in the Manager User Licenses automation (#23790).
12. Fixed issue where terminating a user incorrectly attempted to convert to a shared mailbox when instructed to do nothing by improving how we handle license management decisions (#23462).
13. Enhanced shared mailbox calendar permissions to include all relevant members accounting for variations between primary email addresses and UPNs during form definition in the Change Calendar Permission automation (#23862).
14. Improved how we handle plain text passwords in HaloPSA by changing activity within the automation package (#24387).
15. Fixed issue where copying users in the New User automation did not include shared mailbox permissions due to missing handling for SendAs or Send permissions now resolved by improving how permissions are retrieved and managed (#21702).
16. Fixed issue where creating a group failed to add all members because users not yet found in Exchange caused 404 errors during membership assignment; now handles this scenario to ensure all members are successfully added (#24663).
17. Fixed integration issue with Pax8 in the New User automation by handling vendors SKU's which returned invalid (#24543).
18. Resolved issues causing false failures in O365 Send Email actions in the Setup/Remove Mail Forwarding automation (#24616).
19. Fixed timeout issue during software installation by extending timeout period (#23131).
20. Fixed issue where password complexity rules caused package failures during Azure new user creation; resolved by stopping activity before resetting output success during re-runs (#24325).
21. Corrected license provisioning issue in New User package by correcting the global variable parameter (#24293).
22. Updated scheduled email upon termination for HaloPSA users (#24488).
23. Fixed issue where shared mailbox data was missing in New User (SmartForms) due to missing validation before processing; now checks for data presence before proceeding (#24441).
24. Fixed issue where domains couldn't be removed from blacklist due to missing attributes; updated code to handle domains already in whitelist and blacklist by prompting user for removal decision instead of stopping the Whitelist Email package (#23649).
25. Fixed issue where specified user couldn't be found for copying in New User Cloud Hybrid due to synchronization from a separate domain; resolved by filtering out users not from the configured primary domain controller (#23914).
26. Implemented yearly license handling in deprovisioning logic in the Terminate User automation (#24374).
27. Improved error handling in Create Contact Bulk operation to display only contacts needing adjustment provide detailed success/failure messages and streamline form display for easier engineer workflow in the Create Mail Contacts automation (#23936).
28. Fixed Remote Desktop package bugs by removing dependencies on the all staff group resolving access denied errors for document folder RDP file creation and correctly handling engineer responses for granting RDP security group access (#24209).
29. Fixed Pax8 integration (New User – Cloud Hybrid) issue with CSP license retrieval for non-Microsoft SKU's (#24723).
30. Corrected display of license SKUs missing friendly names in the Manager User Licenses and Re-allocate User Licenses automations (#23709).
31. Fixed issue where distribution groups displayed incorrectly in the New User and Add/Remove User to Group automations by ensuring group names are shown instead of confusing IDs in hybrid Exchange environments (#24516).
32. Fixed OneDrive troubleshooter error by updating logic to handle empty file paths correctly preventing errors and allowing the package to proceed to the next steps smoothly (#24365).
33. Addressed issues in Pia Triage where it would stop triaging if the company was in a status that would not allow saving the service ticket (#24021).
34. Fixed issue where password reset did not proceed by adding dynamic messages to inform the engineer when no configuration method or synced Org Units are found (#23719).
35. Fixed issue with removing contacts from groups by ensuring null values are filtered out before processing the Bulk Add/Remove Contacts to Group automation (#23990).
36. Fixed issue where group-based licensing attempted to create users before group assignments by moving "add security groups" step before "wait mailbox" (New User) (#23594).
37. Improved handling in the Create Shared Mailbox automation to inform partners when display names or mailbox names are already in use preventing duplication (#24343).
38. Fixed issue where New User (Cloud Only) couldn't be found in the All User Dynamic Default Group due to duplicate groups causing incorrect user collections. Improved by allowing the all staff group to be specified by its GUID for direct matching resolving the issue (#24598).
39. Fixed issue where groups shown on the form of the Add/Remove User to Groups automation were not easily distinguishable by modifying the object value field to initially display UPN and convert to GUID later for clarity (#24166).
40. Fixed issue where strict regex prevented adjustment of user details (Change User Details automation) by implementing a more permissive regex for firstname lastname and displayname to include characters like ñ (#24732).
41. Improved error handling for password complexity requirements by ensuring activity output data is correctly handled in case of errors when using the Password Reset automation (#24653).
42. Fixed issue where modifying distribution list settings incorrectly produced messages for on-prem Exchange by ensuring the skip flag is initialized to avoid unnecessary chat messages when conditions are not met providing a smoother experience for our customers (#24736).
43. Unable to assign Azure groups for New User Cloud Hybrid due to a distribution group lacking a manager for membership approval resolved by logging exceptions and advising updates to group settings (#24415).
44. Fixed handling of distribution list names in Terminate User package to display correct names and samAccountName formats for environments using on-prem or remote Exchange (#24759).
45. Fixed error handling in the Out of Office package to provide clearer messaging when attempting to set the Out of Office message for mailboxes that exceed their quota due to recent licensing changes (#24720).
46. Fixed issue with Hide Mailboxes from Address List automation where no mailboxes were showing due to incorrect logic around dirsynced users and mailboxes in cloud hybrid environments (#23358).
47. Adjusted wording on the Setup/Remove Mail Forward feature to clarify that engineers will only be prompted to (#24687).
48. Implemented input reference for default calendar permissions setup on the config form to resolve issue with New User (Cloud Only) not passing default calendar permissions (#24687).
49. Fixed termination process not granting shared mailbox access in Scheduled/Terminate User automation by converting the mailbox prior to adding permissions (#24531).
50. Stopped unnecessary changes to last names by switching to trimming instead of removing certain types of characters in the New User automation (#23736).
51. Implemented search using immutableID and returned the user ID for Azure AD identities to fix the issue with the wait for mailbox activity in the New User automation (#23438).
52. Added logic to support DFS hostnames (FQDNs) for the File Share Security Change automation in Cloud Hybrid environments (#23931).
53. Fixed timeout issue in terminate user package by correcting variable reference for Exchange out of office settings (#24290).
54. Updated logic for Change Calendar Permission automation to dynamically identify partner calendars rather than using a unique identifier which wasn't working for different languages (#24285).
55. Fixed issue where New User automation attempted to set calendar permissions before mailbox creation resulting in failure; resolved by removing duplicate code (#24272).
56. Fixed issue with Azure reset password force password change on next sign-in by verifying token delegate permission and using appropriate endpoint in the Terminate User automation (#22551).
57. Fixed issue with accessing organizational units in New User U drive setup (#24287).
58. Fixed issue where duplicate licenses were procured for new users by making license selection form selectable (#24614).
59. Updated New User (SmartForms) logic to assign Azure groups even if no license is selected (#24659).

What's New 🌟​

Release Items:

• Customize Pia's SmartForms
• SmartForms Ticket auto-close
• SmartForms support for HaloPSA
• Additional Enhancements
• 15 Bug Fixes 🐛

📺 Watch our walkthrough video to explore the main features and enhancements included in the release!

New Features and Enhancements​

🌟 Customize Pia's SmartForms!​

Enhanced SmartForms with Extension Automations​

• You can now customize Pia's SmartForms to cover specific client scenarios by adding your own custom scripts! We're bringing the power of Pia's Extension Automations (EA) into SmartForms allowing you to create more bespoke and customer-centric workflows, ultimately enhancing the flexibility and capabilities of our platform.
  Initally we have activated EA extension points at the start of our SmartForms workflow, more to come in our next releases! (#23585, #23804).

🛠️ You can read the step-by-step guide on how to customise Pia's SmartForms here!

In the example below, we’ve added a custom form to Pia’s Staff Onboarding SmartForm. The possibilities are endless!

🔰 What is Extension Automations?

🌟 Smartforms: Ticket auto close… and more!​

• Close the loop with SmartForms automated ticket closure! By combining this with Zero-Touch automation, you can achieve a true engineer-free experience.
  With this new feature, you can now automate ticket status changes in your PSA based on SmartForms execution, simplifying the ticket management process. For instance, you can customize SmartForms to assign a specific status while being filled out or submitted, and automatically close the ticket after the automation has completed.
  This seamless integration adds even more value to your clients by reducing the need for engineer input (#22521).

Check out the picture below for customizable statuses

🔰 Curious about Zero Touch Automation?

🌟 Smartforms: HaloPSA support!​

• HaloPSA people out there, we've heard you! SmartForms is now compatible with your favourite ticketing system, enhancing your user experience and integration! (#22326).

⭐ SmartForms: Configuration Improvement​

• Enjoy a faster experience in the white labelling section of SmartForms which will now refresh immediately as you save them (#23777).
  

⭐ Halo PSA Chrome Extension Upgrade​

• Enhanced support for the HaloPSA Chrome Extension, including better handling of custom domains for the ticketing system (#22776).

⭐ Tree View Control Enhancement​

• With our new Tree View control, you can now select multiple items simultaneously in your custom packages, enhancing usability and streamlining processes. This feature will also be included in the Computer Space Cleanup Pia package in our next automation release. Stay tuned! (#24206). See example below:

Bug Fixes 🐛​

• Fixed an issue where the system audit log did not log changes for connected services (#24702).
• Corrected the Pia date/time display in the Chatbot to match local regional settings (#24673).
• Resolved issues with the Kaseya RMM connected service integration and token authentication (#24707).
• Fixed an issue where submitted form audit notes displayed reference names instead of display names (#24068).
• Resolved an issue where the ticket owner was not set in the adoption report by adding a new property to ensure proper assignment (#22027).
• Fixed an issue where the SmartForms configure form wasn't being properly logged in the audit trail by adding a feature that records changes made to the form values (#22474).
• Implemented feedback regarding Config Watcher and improved handling of Graph API and delegated consent alerts (#23317).
• Resolved the issue where the Chatbot session was displaying incorrect client in certain scenarios when using third party apps in ConnectWise (#24495).
• Resolved an issue where scheduled terminations in HaloPSA would return "Ticket Type not set" in case the ticket type default was not set (#24527).
• Prevented SmartForms to be configured for clients that have an unsupported environment tag (#24597).
• Fixed an issue where SmartForms configuration portal was returning inactive statuses in ConnectWise (#24629).
• Investigated and resolved issues with the Approvers list not populating in HaloPSA (#24701).
• Investigated and resolved issues with searching for Autotask tickets by Ticket ID (#24768).
• Fixed an issue where scheduled automations would return "null" as user if user wasn't set (#22579).
  
  

Early Adopters Features 🔍​

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!

New Activities Released​

We are also excited to announce the release of three new activities designed to enhance your custom workflows! Click on the activities below to access the individual article on how to use them. If you need help, you can join our DevConnect community for discussions around these activities and much more here.

New Activities:​

• Append SmartForms Interaction
• Get Form Data
• Get Approval

🐛 Bug Fixes​

HaloPSA:​

1. Fixed an issue where some HaloPSA users received an error "Ticket Type not set" while scheduling user offboarding automations. [#24527]

Automations:​

2. Added additional filtering to AI Condition autostart to prevent it from firing multiple times. [#24400]
3. Fixed issues where automations were timing out due to limits on how much log information they could generate. [#24778]
4. Fixed a issue where the Pia Chatbot would not detect the ticket as closed under certain conditions. [#24761]

ML​

5. Fixed package suggestions not returning results by changing to case sensitivity match. [#24788]

Adoption Report​

6. Updated Pia Adoption Report to ensure engineers count updates correctly when tickets are completed. [#24760]

Following our major release Platform 14, we are releasing an enchanced version with additional bugfixes Platform 14.1! 🚀​

🐛 Bug Fixes​

Performance Optimization:

• Refactored Agent Checkin procedure to reduce resource-intensive operations. (#24383)
• Improve general responsiveness of the Pia Chatbot and Pia Portal by optimising background data processes which were competing for resources. Ongoing assessments and further performance improvements are in the works. Please notify us of any slow package execution instances with screenshots, ticket ID, and timestamp (#24572)

SmartForms and Automation:

• Enhanced ticket merging logic to prevent duplicate merging when submitting SmartForms within the same minute. (#24465)
• Resolved an issue where Halo PSA Scheduled packages failed to bundle and close tickets upon completion due to ticket type default not being set in Halo PSA configuration. (#24519)
• Optimized ChatEvents processing to address delays in automation package execution via the Pia Chatbot. (#24448)

Integrations and Ticketing:

• Pax8 Integration: Improved API Authentication caching to reduce throttling and cache timeout issues for Pax8 API. (#24337)
• Resolved issues related to closed status matching in ticketing systems. (#24344)

Package Audit Logging:

• Fixed default ticket id settings to ensure accurate audit logging. (#24203)