36 posts tagged with "platform"

To learn more about Pia Engage and Pia Chat product, follow the links here:

• Pia Engage
• Pia Chat
• Pia Chat Branding
• Pia Chat Workflows

Enhancements 🌟​

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

Bug Fixes 🐛​

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

What's New 🌟​

Major New Features/Release Items​

• Renaming for the Future: Pia’s Chatbot Becomes Tech Assist
• Approvals 2.0: Smarter, Faster & Fully Flexible
• New API Launch: 30+ endpoints covering Build, Automate & Configure scenarios #💡
• New Pia Source VSCode Extension
• Thread Integration Unlocked: SmartForms at Your Clients’ Fingertips
• Enhanced Ticket Controls for Pia Scheduled Automations #💡

Renaming for the Future: Pia’s Chatbot Becomes Tech Assist ✨​

With this release, we are introducing Tech Assist within the Pia Portal. You'll find this on the main menu on the left. Tech Assist was created to centralize all configuration settings required to run your automations smoothly through the Pia Chatbot in your PSA.

Previously scattered options have now been consolidated into one place, making setup within your ticketing system far easier. This new section of the portal also includes new options and features to further elevate your Pia Chatbot experience.

To see the changes, click here. (#27912)

Approvals 2.0: Smarter, Faster & Fully Flexible ✨​

We’re excited to launch a major upgrade to Pia’s Approval Feature. Until now, the Approval feature available within the clients screen only allowed you to create and assign approvers within custom automations that you built with limited functionality.

The new approvals feature is a night‑and‑day upgrade compared to what we had before.

You can now create approval rules for both chatbot and SmartForms automations directly from the new Tech Assist screen in the Pia Portal. This enhancement also allows you to:

• Create approval rules for individual users, user groups, synced user or user roles within Pia
• Build multi‑layered approval flows across all pre-built and custom automations
• Easily configure approval for pre-defined points in pre-built automations or create extensions to add your own approval logic if you need more control using the new Approval Point Activity.

For more on this feature, click here. (#25651)

New API Launch: 30+ endpoints covering Build, Automate & Configure scenarios ✨​

This was an idea submitted by our Partners! #💡

In response to Partner feedback, we’re releasing an API that gives MSPs greater flexibility to build advanced solutions and adapt Pia to their unique workflows.

We're introducing three new API surfaces:

• Build: We're releasing API endpoints which will allow you to push and pull Pia automation scripts/code to and from Pia. You may use this to take backups your automations or help make it easier to import automations into Pia.

• Automate: Due to popular demand, we are allowing Pia automations to be triggered via API endpoints. Use these APIs to discover/retrieve automations, trigger them and then monitor their executions by downloading their execution logs.

• Configure: To make management of your Pia tenant even easier, we are initially launching API endpoints to help you manage Agents with the ability to activate, de-activate and uninstall agents as well as working with clients' information via API.

To learn more about how to setup API access and use the new APIs, read this article (#28801).

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

New Pia Source VSCode Extension ✨​

The VS Code extension for Pia Source is now here!

The extension is now available for download through the Visual Studio Code Marketplace offering a faster, more integrated way to manage and sync your Pia automations as part of your everyday development workflow.

Pia Source is a developer‑focused automation tool delivered through a Visual Studio (VS) Code extension. It connects your local Git workflow to your Pia tenant so you can pull, edit, version, and push automation packages using your normal development tools. Pia Source lets developers treat Pia automations like code - stored in files, versioned in Git, and edited in VS Code.

For more information on the installation process of this extension, click here.

Thread Integration Unlocked: SmartForms at Your Clients’ Fingertips ✨​

We’re continuing to expand SmartForms compatibility across platforms which has led us to our latest integration with Thread’s Magic Agent. Your clients using Thread can now access SmartForms directly when submitting a request through the Magic Agent without having to log in to the SmartForms Portal.

With this integration, your clients will automatically receive a SmartForms link within their Thread chat whenever a request relates to a SmartForm. These requests will then be processed through your PSA while also incorporating Pia SmartForms Zero Touch Automations.

For more on this integration, click here. (#29055)

Enhanced Ticket Controls for Pia Scheduled Automations ✨​

This was an idea submitted by our Partners! #💡

Pia’s Schedule for Later feature allows both built-in automations and custom automations to pause and resume at a future date. When an action is scheduled, Pia generates a second ticket that resumes the automation at the specified date and time. In platforms that support ticket bundling such as ConnectWise and Halo PSA, this new ticket is automatically bundled under the original as a child while in AutoTask, we add a ticket note to link it to the original.

Based on feedback we've had about creating a separate ticket and bundling, we are introducing a couple of new options that provide our Partners with the flexibility to decide how the scheduled automation will interact with either the original ticket request or new ticket created (if applicable). The available options are:

• Create and Bundle – Creates a new ticket and automatically bundles it under the original ticket
• Create without Bundle – Creates a new ticket that remains separate and unbundled
• Use Existing – Reopens the original closed ticket at the scheduled date and time to continue the automation execution (#25623)

For more information on Ticket Scheduling, go to this article.

🌟Further Enhancements​

• Published the Pia Browser Extension via the Google Chrome Web Store, see the Pia Browser Extension article for the installation url!
• To support easier troubleshooting, the Pia Portal now displays the current Pia version number. This includes both Platform version and the Automation version your tenant is in. (#25657) (This was an idea submitted by our Partners! #💡)
• Updated the automation scheduling feature so that the ticket audit notes created by scheduled automations now use the Partner’s time zone or time‑zone offset instead of UTC. (#30072)
• Added a new ‘ticket source’ dispatch condition to the AI Triage: Dispatch screen, enabling dispatch rules to be created based on a ticket’s origin. (#28821, #28810) (This was an idea submitted by our Partners! #💡)
• Added a new ‘Source’ option to the SmartForms Workflow: Ticketing Defaults section to allow defining the ticket source for SmartForms tickets. This is available in both global and client‑specific settings. (#27497)
• Added two new client health alerts in the Config Watcher: Health Rules to check for any misconfigured PiaPacks or PiaPacks requiring further setup and to check for bundles that have some requirement that is no longer being met ( i.e. integration, delegate, tag etc.). These health alerts are named as below:
  • Pia Automation Hub Integration Configuration Validator
  • Pia Automation Hub MS Graph Delegate Validator (#29691)
• Enhanced the SmartForms workflow so that when a SmartForm request is submitted, the initial description or body of the ticket is automatically updated with the information provided in the form. (#24868)
• Added four new user access levels in the Users screen to allow controlled access of the new Automation Hub feature. These access levels are:
  • View Automation Hub: Gives the user read only access to the Automation Hub
  • Manage Automation Hub: Allows the user to view and perform all actions such as Install, Update and Uninstall PiaPacks within the Automation Hub
  • Download to Sandbox: Allows the PiaPacks to be downloaded to a Sandbox
  • Publish to Live: Allows the user to publish the PiaPack directly in live mode (#29048)

🐛 Bug Fixes​

• Fixed an issue that caused special characters to be stripped out when applying a Ticket Agreement via the AI Triage feature. (#28663)
• Fixed an issue that prevented scheduled actions from being automatically cancelled when an automation was unpublished. (#27144)
• Fixed an issue in Halo PSA where the Triage stamping rules failed to assign the correct Ticket Type and Category when a partner configured all of their categories under Category 3. (#29187)

🔍 Early Adopters Feature Update​

You are up to date! All of our features have been made generally available.

Bug Fixes 🐛​

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

You can go to your tenant and explore the Automation Hub or follow these quick links to learn more about Automation Hub:

• Automation Hub Overview
• Installing a PiaPack
• Updating a PiaPack

Enhancements​

• Updated the Pia Config Watcher to exclude child clients from the Client Configuration health rule, preventing them from appearing as unconfigured. (#29375)

Bug Fixes 🐛​

• Fixed forced signout handling to prevent incorrect redirects and authentication errors in the Pia portal, ConnectWise embed, Halo embedded pod, and Autotask extension. (#28550)
• Fixed an issue where the Pia: Triage V2 automation was incorrectly categorizing a ticket for a partner. (#28733)
• Resolved an issue where emails sent via the SmartForms AutoReply feature were missing tenant details. (#28819)
• Fixed an issue with the Triage feature where inactive contacts were appearing in the 'Route to Assignee' action when creating a dispatch rule. (#28919)
• Fixed an edge case where AutoTask webhook failed due to an unexpected data type. (#29031)
• Resolved an issue where a partner using Halo PSA could not set ticket defaults for SmartForms tickets due to improper filtering of ticket categories. (#29061)
• Resolved an edge case where the 'Get Machine' activity automatically timed out for a partner. (#29083)
• Resolved an issue for a Partner where the AI Sentiment Analysis was not working as expected. (#29095)
• Fixed an issue where scheduled automations created by SmartForms did not display the ticket ID in the Scheduled Packages screen of the Partner Portal. (#29151)
• Fixed an issue where the Triage feature did not allow the use of shared ticket classifications in the ConnectWise ticketing system for Triage Stamping, which caused errors when creating ticket stamping rules. (#29173)
• Fixed an issue where the Pia: Triage V2 automation stopped executing for partners due to memory issues and overload in shared API service. (#29195)
• Resolved an issue where the Send SMS activity failed to send text messages. (#29391)
• Fixed an issue where the Pax8 integration was failed for a Partner when attempting to authorize delegate consent without a pre-existing integration configuration. (#29416)
• Fixed an issue where synced users could not access the SmartForms portal if their ticketing system record had an empty first name or last name. (#29502)
• Fixed an issue in the SmartForms portal that caused random error messages to display when submitting requests. The errors were non-blocking and did not stop users from successfully submitting. (#29515)

Enhancements🌟​

• Enhanced function package support for data return to parent packages with the following changes:
  • Added an option to define output variable in the Package Variables section in the Package Editor
  • A new activity 'set_variable' is now available. You can use this to return data from a child package back to its parent. (#22725)
• Updated the scheduled automation behavior so recurring / scheduled automations are automatically cancelled when the Parent automation is unpublished. (#27144)
• Improved the SmartForms workflow to ensure that when a user cancels a draft request, a message is displayed in the chatbot and an audit note is automatically added to the corresponding SmartForms ticket, informing the engineer of the cancellation. (#28995)
• Added the ability for you to define the ticket source for a SmartForms ticket with the new ticket source drop-down in the SmartForms Workflow Tab and the SmartForms Forms Tab > Ticket Stamping Rules popup.

Bug Fixes 🐛​

• Fixed an issue where the deactivated boards in AutoTask were still appearing in the Pia Partner Portal for a Partner. (#29300)
• Fixed an issue where validation errors from external events were causing the Pia: Triage V2 automation to fail. (#29460)
• Resolved an issue where SmartForms tickets failed to respect the Automated Workflow Statuses configured on the SmartForms screen within the Partner Portal. (#28740)
• Fixed an issue where the 'handle_errors_in_package' value in the 'Start_package' activity was not honored when a child package exceeded the maximum execution duration. (#28572)
• Resolved an issue where the repeating sections were getting default values repopulated in package configuration forms. (#28551)
• Fixed an issue where the Pia:Triage V2 automation could fail in high usage scenarios with an intermittent timeout. (#29184)

Enhancements🌟​

Changes to Get Approval Activity​

Note: The get_approval activity is for use with Custom Automations only. Broader approval functionality is planned for upcoming platform 20 release.

The Get Approval activity has been updated with the following changes:

• Delegate Consent Support: Added new input properties that allow users to specify a delegate consent, enabling approval emails to be sent from a designated address instead of the default info@pia.ai.

• Auto-Approval Protection: Added safeguards to prevent approval links from being automatically triggered by email security software that automatically clicks on embedded URLs.

• Timeout Handling Enhancements: Introduced two new input properties — StopOnTimeout and approval_timeout_minutes — to ensure Pia correctly identifies and blocks approval attempts made after the designated expiry period. (#28514)

Further Enhancements​

• The software installation screen has been updated to display only the options from Microsoft winget that are supported for software installation. (#28751)
• Updated the Send SMS automation to display a default chatbot message when no override message is provided. (#28896)
• Modified the retry logic for better error handling in the PowerShell Activities and Inline PowerShell Activities that execute on the backend VM associated with your Pia tenant. (#28704)
• Enhanced Pia chatbot for better user experience in scenarios where an automation with AI AutoStart feature is running or when a Triage is running and Pia is executing a chat interaction with user interaction at the same time. (#27687)
• Enhanced the SmartForms workflow for Partner Administrators by introducing a contact selection step when submitting a request on behalf of a client. (#28530)
• Updated Pia's support from Basic SKU public IP addresses to Standard SKU Public IP addresses following changes implemented by Microsoft. (#28649)
• Updated the Pia Config Watcher to exclude child clients from client configuration health alerts. (#29375)
• Updated the Get Approval (get_approval) activity to use the default subject value (i.e. "IT Approval Request #[ticketId]") if the email subject is null. (#29331)
• Enhanced the Pia Chatbot user experience when an automation is running via AI AutoStart or Ticketing System Event condition. (#27687)

Bug Fixes 🐛​

• Added additional handling to prevent unnecessary Ingram Micro API calls which was restricting Pia to retrieve required information from Ingram Micro causing automation failures. (#28529)
• Fixed an issue in the get_approval activity that prevented escalation of the approval request when no response was received from the first approver, specifically in cases where a custom email address was used. (#28610)
• Resolved an issue in the Triage feature that prevented support for custom classifications containing leading or trailing whitespace characters. (#27885)
• Resolved an issue that caused scheduled automation to fail when the parent ticket was moved to a different board. (#28735)
• Fixed an issue in the adoption report where closed tickets were excluded due to inconsistent status values. (#28762)
• Fixed an edge case where the Pax8 Integration was incorrectly displayed as not configured, despite being properly set up, resulting in halted automation execution. (#28808)
• Fixed an edge case where the feedback drop-down in the Pia chatbot was not displaying in Halo when accessed via the Edge extension. (#28830)
• Fixed a UI issue where the drop-down menu items sometimes displayed over the text input in the chatbot were blocking the user from viewing the associated text box. (#28984)
• Fixed an issue where the image attachment form control was not working in the SmartForms portal. (#28656)
• Resolved an edge case issue where the config watcher alert "next run" date was showing incorrectly in the UI if no run had been executed in the past day (due to no scan required). (#28712)
• Resolved an edge case scenario where the ITGlue procedure sync could cause duplicate articles to be created in IT Glue if the name of an automation changed. (#28763)
• Fixed an issue in the SmartForms contact sync feature that caused invalid contacts to be synced when the ConnectWise contact type was set to 'All Contacts'. (#29353)
• Fixed an issue where a custom automation for a Partner was failing when scheduled due to the Get Form Data (get_form_data) activity not being able to retrieve data from parent automation. (#29311)
• Resolved an issue where the Restart Agent Machine (restart_agent_machine) activity could not restart a windows machine that has pending windows update. (#29262)
• Fixed an issue in Triage Ticket Ingestion that caused existing form values to be removed upon adding an extension automation. (#29248)
• Resolved an issue where the users were getting authorization errors when attempting to add Sharepoint consent to the delegated email address. (#29240)

What's New 🌟​

Major New Features/Release Items​

AI & Triage Updates​

• New Dispatch condition for AI Ticket Sentiment Analysis #💡
• Updated Triage Ingestion Settings for finer control #💡

SmartForms Updates​

• Easily manage SmartForms permissions with the new PSA contact sync feature #💡

Platform Updates​

• Simplified setup of custom MS Graph API Delegate Consents #💡
• Pia Config Watcher: 5 new/updated health checks
• New Activity: Send SMS

🌟 AI & Triage Updates​

New Dispatch conditions for AI Ticket Sentiment Analysis​

This was an idea submitted by our Partners! #💡

In the Service Desk environment, it’s not just the nature of the request that matters — how the user feels can significantly impact the urgency and priority of their issue. Two tickets with identical requests may vary in sentiment due to differences in client satisfaction, urgency, or priority level.

To help address this nuance, Pia has introduced a new dispatch condition in the AI Triage Dispatch screen. These allow sentiment to be defined as positive, neutral, or negative, adding an emotional layer to ticket categorization.

Using a dispatch rule, you can incorporate sentiment analysis into your AI Triage dispatch process — ensuring tickets are handled with greater empathy and contextual awareness.(#25123)

For more information about this feature, click here.

Updated Triage Ingestion Settings for finer control​

This was an idea submitted by our Partners! #💡

The following settings are helpful for some Partners who have workflows or triage processes outside of Pia, which may conflict with Pia Triage.

• Ticket Event Actions to Initiate Triage: You can now select the actions that will trigger Pia to initiate Triage on the ticket. These settings will help you prevent conflicts by modifying Triage to only listen for only created or updated events (by defaults it listens to both).

• Delay Triage on Ticket Event: Set the wait time for Pia before triaging a ticket with this option by extending the delay before Pia Triage kicks in to process ticket events. (#26227)

For more information on the Triage Ticket Ingestion feature, click here.

🌟 SmartForms Updates​

Easily manage SmartForms permissions with the new PSA contact sync feature​

This was an idea submitted by our Partners! #💡

Setting up SmartForms manually can be a time-consuming and repetitive task, especially when you're required to add each user individually. With the introduction of the SmartForms: PSA Contact Sync Feature, this process becomes significantly more efficient.

You can now automatically onboard users into your chosen custom client roles or global roles in bulk. This streamlined approach eliminates the need for manual entry, allowing you to assign users quickly and consistently—saving time and ensuring a smoother setup experience. (#23802)

For more information on this feature, click here.

🌟 Platform Updates​

Simplified setup of custom MS Graph API Delegate Consents​

This was an idea submitted by our Partners! #💡

Pia requires a set of MS Graph API Delegate permissions to execute some of its automations. These permissions can be found in the Clients screen> Delegate page. However, for our Partners who are creating their own custom automations, you may want to assign more permissions to Pia to support your custom automations.

So, to enable Pia to do more on your behalf, we now allow you to select from a wider range of common scopes that you wish to include into your MS Graph API Delegate consent! (#25661)

For more information on this feature, click here.

Pia Config Watcher: 5 new/updated health checks​

We have updated the existing health rules and introduced additional ones in our Config Watcher to further enhance issue detection and notification capabilities. The changes are listed below:

Changes to System Alerts

• The two system alerts — 'Pia can talk to your ticketing system (Ticketing System API is Configured)' and 'Pia is receiving events from your ticketing system' has now been consolidated into a single alert called 'Pia can talk to your ticketing system'.
• The 'SmartForms ticket defaults are valid' alert has been renamed as 'SmartForms configuration is valid'. In addition to existing checks, this alert now also checks if the SmartForms Users Sync is working correctly.
• The 'Triage Mapping Sets are valid' alert has been renamed to 'Triage configuration is valid and no errors are detected'. In addition to existing checks, this alert now also checks for Dispatch Configuration, Stamping Configuration and General Triage Health Checks.

Changes to Client Alerts

• A new client alert has been added called 'SmartForms users sync is working correctly'. This alert will check issues such as — SmartForms user sync is failing or if the contact types currently selected in sync settings are no longer valid. (#25367)

New Send SMS Activity​

Use the new Send SMS (send_sms) activity in your custom automations to send text messages to the specified user during or after automation execution. (#26619)

For more information on this activity, click here.

🌟Further Enhancements​

• The Package Editor now has updated with 2 new variables that you can use in your custom automations. These variables are:
  • Timezone Name
  • Timezone Offset (#26728) (This was an idea submitted by our Partners! #💡)
• The Adoption Report has been updated to improve performance to allow adoption metrics to load faster and the report has been fine tuned to only display automations started by engineer, AI Autostart or SmartForms. (#28257) (#28196)
• The custom Integration Fields created within the Integration screen now allows entry of all characters in addition to alphabets and numerics. (#28447)

🐛 Bug Fixes​

• Resolved an issue where Scheduled Child Packages were failing to create audit notes in the ticketing system. (#27421)
• Fixed an issue with the 'get_approval' activity where the wrong chatbot message was being displayed when the activity failed to send an email due to missing email subject. (#28214)
• Fixed an edge case scenario in AutoTask where Pia Chrome Extension was redirecting to the Partner Portal landing page instead of the Chatbot. (#28377)
• Updated the AutoTask Chrome Extension to prevent multiple instances of the Pia extension. (#28130)

🔍 Early Adopters Feature Update​

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

What's coming next! 🌟​

Platform 19 has rolled out as planned. We're continuing to add additional features in Automation Hub, thus continuing its development until Platform 20.

But for now, here's a sneakpeak into Platform 20.

Enhancements 🌟​

• Implemented browser language reading for Date/Time selectors within forms so that the Date Picker form now displays Date/Time format based on locale of the browser. (#27572)
• The Get Ticket Data activity has now been updated to output Agreement and AgreementType associated with the ticket. (#27862)
• Created a new built in classification - Incident|Workstation|Disk Space classification so that it can be mapped to the Pia: Computer Space Cleanup package to or to map low space alerts. (#27934)
• The Set Agreement Action in the Triage: Dispatch screen is now converted to a text input field instead of a drop-down selector. (#27925)
• Implemented html removal when submitting SmartForms so that initial audit notes are not bloated with unnecessary data. (#27635)
• The text input form field in the form editor now allows you to modify the minimum input length in the form. (#28023)
• Implemented caching to prevent rate limiting on the Dicker data connected service. (#28017)
• The Smartforms: Staff Onboarding automation now gives you the ability to customize SMS text sent to the newly onboarded staff. This includes updating the SMS with variables such as #password, #upn, #displayname and #ticketid. (#27562)
• A new "Business Name" field has been added to the Tenant Settings screen, allowing you to define your business name. If you fill out this field, it will be used in place of your tenant name where referenced in the SmartForms Portal. (#28179)
• Updated Halo PSA webhook implementation to handle a new requirement from Halo to register specific fields when Pia performs webhook registration in Halo's System. (#27248)
• The Scheduled Package condition has been updated to include a new optional input parameter, "unpublish_on_completion". You can use this as a way to force your scheduled automation to run once at the scheduled time and then self disable. (#28114)
• The Adoption Report has now been updated to present SmartForms event and Chat Event automations only excluding custom scheduled events that may cause discrepancies in the report. (#28196)

Bug Fixes 🐛​

• Fixed an issue where Pia was not suggesting Package selection option after the completion of AI Autostart automations. (#27634)
• Resolved an issue where the Triage: AI Classification feature was failing if custom classifications included trailing and/or leading whitespaces. (#27885)
• Fixed an issue in live packages screen where executing activities was not showing the correct timer. (#27807)
• Fixed an issue where renaming ConnectWise boards was affecting triage mappings causing the tickets to not dispatch. (#27751)
• Resolved an edge case scenario where duplicate tickets were being created for a Partner while running the IT Help Request SmartForm. (#27678)
• Resolved an issue where the company_id variable was not populating with the ticketing system client id, but rather the pia clientUnderSupport id when executing a ticketing system event package execution. (#27997)
• Fixed an issue where Halo Integration was not working due to modifications in the API response process by Halo. (#27816)
• Fixed an issue where the chatbot was allowing engineers to submit the same form twice (e.g. if you have two browser windows open and hit submit at the same time). (#27753)
• Updated the Edge/Chrome Extension for AutoTask/Halo PSA to prevent the Pia popup from appearing on the login screen of AutoTask and Halo PSA which was causing some confusion for users. (#27752)
• Fixed an issue within the Canvas screen where the drop-down form fields in an executing automation was spawning away from the pod window. (#28003)
• Fixed an edge case scenario in the Partner Portal where invalid ITGlue configurations for a client were preventing the client page from rendering. (#28157)
• Resolved an issue where scheduled child packages were failing to generate audit notes in tickets. (#27421)
• Resolved an issue that caused the Partner Portal to crash whenever the Agents screen table was sorted or filtered. (#28143)
• Resolved an issue in the repeating section where default values were not automatically populated in a newly inserted section. (#28092)
• Resolved an issue whereby Pia would become unresponsive and require a tenant restart for a handful of partners for a specific edge case due to a cache reset timing issue in combination with high demand / certain demand profile on the Pia tenant. (#28266)