27 posts tagged with "platform"

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)

What's New 🌟​

Major New Features/Release Items​

SmartForms Updates​

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

Triage Updates​

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

Multi- Client Agent Support Feature #💡​

Halo PSA Chatbot Embed #💡​

Integration with Nilear #💡​

Integration screen Updates​

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

3 new Activities!​

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

Additional Changes​

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

Bug Fixes 🐛​

Early Adopters Feature Update🔍​

🌟 SmartForms Updates​

SmartForms: CloudRadial Integration​

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

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

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

SmartForms: Custom Role Feature​

This was an idea submitted by our Partners! #💡

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

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

SmartForms Screen Tab Changes​

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

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

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

SmartForms support to ConnectWise Team​

This was an idea submitted by our Partners! #💡

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

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

SmartForms Ticket Cleanup​

This was an idea submitted by our Partners! #💡

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

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

🌟Triage Updates​

✨ ML Model Updates ✨​

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

Manage Custom Classifications​

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

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

Triage Tickets for non-Pia Clients​

This was an idea submitted by our Partners! #💡

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

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

Advanced dispatch management with dispatch sets​

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

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

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

Triage Extensions​

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

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

Confidence Levels on Stamping​

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

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

Dispatch Tickets after stamping​

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

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

10 more dispatch conditions and actions!​

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

These new conditions and actions are listed below.

Dispatch Conditions:

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

Dispatch Actions:

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

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

🌟 Multi-Client Agent Support Feature​

This was an idea submitted by our Partners! #💡

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

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

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

🌟 Halo PSA Chatbot Embed​

This was an idea submitted by our Partners! #💡

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

🌟 Integration with Nilear​

This was an idea submitted by our Partners! #💡

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

🌟 Integration screen Updates​

Integration Configuration: New Advanced option and client configuration Mode​

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

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

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

Ability to Delete an Integration​

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

Access levels for Integration Screen​

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

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

🌟 3 new Activities!​

Set Integration Configuration Values​

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

For more info on this activity, click here.

Get Ticket Data Activity​

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

Search Ticket Cache​

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

For more information on this activity, click here.

🌟 Additional Changes​

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

🐛 Bug Fixes​

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

Early Adopters Feature Update 🔍​

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

What's coming next! 🌟​

Don't be fooled by it's size!

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

Enhancements 🌟​

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

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

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

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

Bug Fixes 🐛​

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

Bug Fixes 🐛​

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

Stability, Performance and Security!​

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

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

Enhancements​

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

Bug Fixes 🐛​

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

What's New 🌟​

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

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).

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]