41 posts tagged with "platform"

Enhancements 🌟​

• Implemented the functionality to enable secure access for external contractors and partner organizations without requiring tenant-domain email accounts by allowing authenticated SmartForms Portal users to access tenant environments regardless of their email domain, provided they have been granted the required permissions. (#32250)

In order to get to this page, go to your Pia Portal and click on Engage>SmartForms and click on the 'Open Portal' button.
Note: The Sign in as a Pia Admin button will not display for your clients.

• Updated approval request expiry messaging to present expiration timeframes in a more intuitive and user-friendly format. (#32615)
• Enhanced dropdown autocomplete filtering to provide more accurate search results and prevent duplicate values from appearing in suggestions. (#32828)
• Optimized Tenant Health processing to better manage concurrent health checks, reducing unnecessary database activity and improving application stability. (#33014)
• Updated the schedule for later feature with a maintenance job to send email notification if scheduled package runs over an hour. (#33182)
• Added support for automatically populating required fields when creating tickets for Halo PSA partners. (#32825)
• Added in the ability for AutoTask users to open the Pia extension within the Ticket Edit window for existing tickets. (#32414)
• Removed the column length constraint on Integration Definition Variables allowing default values longer than 200 characters and aligning them with existing Integration Configuration capabilities. (#32487)
• Added notifications for engineers who have interacted with SmartForms that execute a Schedule for Later action alerting them if the package continuation fails. For Zero Touch executions, notifications are sent to all Pia Portal administrators. (#32602)
• Implemented the ability to set expected audit formats for writing audit notes to the ticketing system. With this change also comes a new platform variable ($display_date_format) which can be used in custom automations to convert DateTime into a more suited format. Current formats include:
  • "dd/MM/yyyy",
  • "MM/dd/yyyy",
  • "dd MMM yyyy" (#29883)
• Updated the Adoption Report so tickets processed by ticketing_system condition automations are no longer counted as completed by Pia. Tickets with a confidence score above 60% are now classified as missed opportunities, unless an automation was executed via AI Auto Start, in which case they remain classified as completed by Pia. (#30201)
• Added support for optional integration variables allowing activities to rely on internally resolved default values without requiring user input for every integration field. (#30730)
• Adjusted AutoTask time-entry note override implementation to use tenant settings service while reverting unintended shared ticketing base signature changes. Behaviour remains scoped to AutoTask time logs. (#31001)
• Improved the reliability of CloudRadial embedded SmartForms sign-in and reduced email mismatch-related access issues by:
  • Enhancing iframe authentication failure handling with a CloudRadial-specific retry and reload experience.
  • Preserving retry context to enable reliable and deterministic CloudRadial SSO re-authentication in embedded mode.
  • Updating ConnectWise SmartForms user synchronization to prioritize the default email address (defaultFlag) before fallback logic, reducing incorrect alias mappings after contact merges. (#32011)
• Hardened activity and package promotion logic so all matching live rows for an activity static name are demoted, preventing multiple live/published rows from persisting by adding a deployment cleanup script to remove legacy duplicate live activity rows and normalize live flags. (#33320)
• Improved safeguards have been added around Ticketing System configurations to help prevent accidental changes that could impact existing Pia integrations or migration processes. (#29761)

Bug Fixes 🐛​

• Fixed an issue affecting some AutoTask partners where Pia Chat was not automatically appearing in Microsoft Teams for newly synced users when Pia Chat access was enabled in the Partner Portal. Users could still manually add Pia Chat from Teams, but automatic deployment was not occurring as expected. (#32864)
• Fixed an issue that prevented approval request links from automatically expiring once the associated request had been approved. (#32960)
• Fixed a performance issue in the Live Packages View that caused slow loading times by retrieving large volumes of unnecessary partner data. (#32964)
• Fixed an issue where starting an automation from the package options list could fail due to stale chat response linkage. Package starts from that list now avoid reusing old response-linked package mappings, preventing duplicate/invalid execution state. (#32985)
• Resolved an issue where internal AutoTask ticket IDs could be displayed to end users in Teams and Pia Chat interactions. The system now consistently uses public-facing ticket reference numbers across conversations, ticket confirmations, chat titles, and ticket history views. (#33016)
• Fixed an issue that caused the Engage screen to display a Pia Chat licensing warning even when Pia Chat had been enabled for the partner. (#33035)
• Resolved an issue where the ticket.territory.name expression in Ticketing System condition filters was not evaluating correctly and preventing affected automations from executing as expected. (#33052)
• Fixed an issue where welcome emails could be sent from an outdated delegated Microsoft account after KB re-consent. KB re-consent now triggers distributed consent-token cache refresh, aligning behaviour with Connected Services re-consent. (#33055)
• Resolved an issue where Pia Chat was showing system generated external notes from AutoTask to end users. (#33056)
• Resolved an issue in Pia Chat where uploading an image larger than 4 MB could lock client-specific branding settings, preventing users from editing the profile icon. (#33098)
• Fixed an issue where non-synchronized users authenticated through Microsoft Teams were not presented with available SmartForms. (#33112)
• Fixed an issue where the installing Automation Hub PiaPacks to live environment may fail if a conflicting packageInternalId is found. (#33135)
• Fixed an issue where some scheduled-for-later automations could fail to execute and remain in inconsistent state due to database context reuse during error handling. Scheduled package cancel/edit availability is now consistently enforced as future-only and server-driven, and cancel requests now return explicit outcomes when no selected rows are eligible. (#33183)
• Resolved issues affecting Challenge User Identity (O365) PiaPack upgrades (v1 to v2) reducing false update blocks and improving diagnostic logging. (#33204)
• Fixed an issue causing an AutoTask partner to exceed query thresholds due to improper lock handling. (#33211)
• Fixed an issue where expanded activities in Live Packages would automatically collapse during package execution. (#33219)
• Resolved an issue for a Partner where the Pia API was returning agent information incorrectly. (#33222)
• Fixed an issue where Halo PSA time entries were being posted as customer-visible notes. Time log actions are now correctly recorded as internal notes. (#33224)
• Fixed an issue with duplicate message on Pia Chat and Tech Assist chatbot staying in typing state when activity instance creation process run into error. (#33257)
• Fixed a get_ticket_data failure path in ConnectWise integrations where missing/inaccessible company records could cause null-reference errors. Triage now continues with available ticket-level company data, and warning logs are emitted when optional company enrichment cannot be completed. (#33280)
• Fixed an issue where SmartForm data retrieval could fail for extension automations when package activity position metadata was stale. (#32753)
• Fixed a crash in audit note generation for Chat Interaction submissions when form metadata contains missing field-name mappings. (#32786)
• Fixed an issue affecting automation execution via the Pia API where context-specific variables could fail to resolve in certain scenarios. (#32824)
• Resolved an issue where the OneTime Password Extension could fail because the Automation Hub API base URL could not be modified. (#32456)
• Fixed a Config Watcher issue where removed/uninstalling agents could still trigger agent health alerts. Uninstalling agents are now excluded from version checks, and Critical Agent checks no longer report false missing-agent failures when only uninstalling records exist. (#32609)
• Fixed an issue where Date Picker fields configured to default to today's date would persist the save date as the default value. The current date is now applied when the form is rendered in editable mode, while read-only forms display the originally submitted value. (#29508)
• Fixed incorrect Type, Subtype, and Item names and values displayed for AutoTask in Pia Chat and SmartForms. (#30907)
• Resolved an issue where the Pia: Triage V2 automation was timing out during executions. (#31303)
• Resolved an issue where the Function Package: Directory Cloud Sync was timing out during executions. (#31706)
• Resolved a timeout issue that was causing the scheduled task for the Pia: Staff Offboarding automation to fail. (#31838)
• Fixed an issue where secondary automations could fail to execute after clicking "Nevermind" during automation execution in an active chat session. (#31894)
• Fixed an issue where Adoption Report could overcount activated agents for specific clients due to stale reporting ODS agent-client link records. (#32163)
• Resolved an issue where the embedded Pia Tech Assist pod in Halo PSA could fail to load on initial launch. Users previously needed to switch to another tab and return to the Tech Assist tab for the chatbot to load correctly. (#32237)
• Fixed a live Form Editor issue where forms could fail to load for some tenants when Locked tag metadata was missing. (#33318)
• Fixed an issue where clicking Start Teams Chat multiple times could create duplicate Teams chats for the same ticket contact. (#33477)

Frequently Asked Questions​

Pia Chat Enhancements ✨​

Customizable Intro Message for Pia Chat

Deliver a more personalized and branded support experience with customizable welcome and ticket chat messages in Pia Chat.

You can now configure these messages globally across your organization (under Engage Workflow screen) with the option to override these settings for individual clients. With this feature, you can set clear expectations with your clients about what level of service they can expect from both Pia Chat (i.e. you can use pia chat to do X, Y, Z) and from your Service Desk (i.e. your request has been logged and an engineer will be allocated, we aim to get back to you within X, Y, Z time frame depending on the priority of the request).

Here is the configuration options including standard templates for dedicated ticket chat message in the Partner Portal:

Here’s what it looks like in Microsoft Teams for the ticket chat message:

And for the welcome message when Pia Chat is first installed:

To learn more about these settings, click here (#32151)

Bring Your Custom Automations into the Conversation

Want your automations to interact directly with end users, not just engineers?

We've just added a fully customizable automated action option that executes automations in the user's Microsoft Teams. that allows Pia Chat to execute automations directly within a user's Microsoft Teams conversation. This means users can get help, information, and issue resolution in real time—without submitting a ticket or waiting for engineer intervention.

This extra capability will help your automation engineers get the most out of Pia Chat. Here are some development ideas for new automations that you may want to create with Pia Chat:

• Allow your clients to restart a service by executing your automated action. For Example:
  “MYOB isn’t working can you help”
  “Sure let me restart that service for you”
• Retrieve knowledge to help guide the user on a particular topic. For Example:
  “I’m having trouble with using my receipt printer”
  Pia Chat can execute your automation and have it retrieve information from a knowledge source (such as IT Glue) and feed it back to Pia Chat’s resolution AI which can then guide the user using the information provided
• Provide the user with a way to retrieve information from their environment, perhaps in a report. For Example:
  “Can I please have a list of all licensed users from office 365?”
  Pia Chat can execute an automation, gather the required data, and return the results directly to the user.

For more information on this feature, click here. (#31239)

Enhanced Pia Chat Installation Experience

We've introduced a new option during Pia Chat installation that allows you to choose whether Pia Chat should be pinned to the client's Microsoft Teams sidebar automatically.

Pinning Pia Chat makes it easier for users to access their AI Resolution Assistant and view notifications without needing to search for the app. Because some organizations already have Teams app setup policies in place, this setting is now optional rather than being applied automatically.

The installation experience has also been improved to:

• Highlight when custom Teams setup policies already exist.
• Allow app pinning settings to be managed after installation.
• Provide clearer error messages when required Teams Administrator or Application Administrator permissions are missing. (#32657)

For more information on Pia Chat Installation requirements, click here.

Know When an Engineer Takes Over

Pia Chat now notifies users when a support engineer joins the conversation, providing greater transparency and a smoother support experience.

This enhancement helps users understand when their request has transitioned from automated assistance to direct engagement with a Service Desk engineer, ensuring clear communication and improving confidence that their issue is being actively managed. (#32506)

Improved Chat Experience

With this release, we're introducing several enhancements to the Pia Chat experience to make conversations more intuitive, transparent, and engaging for both end users and support engineers.

• AI Typing Indicator: Users will now see an "AI is typing" indicator in Microsoft Teams while Pia is generating a response, providing real-time feedback that their request is being processed.

• Enhanced Context in Tech Assist: Client names are now displayed alongside each message in Tech Assist, in addition to the existing client information shown in the top-right corner, making it easier for engineers to identify and manage conversations.

Upcoming Features​

Here is a set of questions we got during early release Program which have updates coming:

Release Notes​

Enhancements 🌟​

Turn Ideas into Automations with AI Automation Builder

Have an automation idea but not sure where to begin?

Following the introduction of Pia Source in Platform 20, we're excited to launch the AI Automation Builder. Integrated directly into the VS Code extension, the new Pia Bot can generate automations, activities, and forms from simple natural language descriptions.

Beyond code generation, the AI Automation Builder performs self-verification to validate generated solutions and analyzes your repository to reuse existing assets, avoid duplication and provide contextual recommendations. This helps accelerate development while maintaining consistency across your automations.

AI Automation Builder combines AI-powered automation creation with the value of your existing automation assets, making it easier to design, build, and scale automations within your VS Code.

For more information on this feature, click here.

New API Endpoints to support your unique workflows

Building on the New API introduced in Platform 20, this release adds a range of new endpoints designed to provide greater flexibility around automation and configuration.

Automate
Two new endpoints under the Discover section allowing you to:

• Get all automations which support extensions and their extension points
• Get all available published extension automations in Pia

Build
Five new endpoints have been added under Metadata that allow you to:

• Get all instructions for use in the VSCode Extension
• Get all built-in activities for use in the VSCode Extension
• Get all package variables for use in the VSCode Extension
• Get all package conditions for use in the VSCode Extension
• Get all tags for use in the VSCode Extension

Configure
Two New endpoints have been added under Agents that allow you to:

• Retrieve available agent versions
• Download the latest agent installer

Six new endpoints have been added under Clients allowing you to:

• Add one or more tags to a client
• Remove a tag from a client with Tag Id
• Remove a tag from a client with Tag Name
• List delegates for a client
• Create a delegated consent entry
• Clone and Update delegated consent entry with new scopes

Six new endpoints have been added under Extensions allowing you to:

• Get extensions configured on a package for the specified client.
• Get extension configuration for a package extension point
• Add extension configuration for a package extension point
• Get extension configuration for triage
• Delete extension configuration for a package extension point
• Get available extension points for a package

Four new endpoints have been added under Integrations allowing you to:

• Get configured Integrations
• Get detailed information for a configured Integration
• Get detailed configuration information for an Integration
• Get detailed client configuration information for a configured Integration

Two new endpoints have been added under Tags allowing you to:

• Get available client tags
• Get available agent tags

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

Additional Changes

• Updated the automation execution process to improve performance and efficiency when passing data between parent and child automations. This enhancement reduces unnecessary data processing and helps optimize automation execution especially for nested and scheduled automations. (#29185)

Bug Fixes 🐛​

• Fixed an edge case where the Ticket Chat tab in the Tech Assist pod was not working for a Partner. (#32802)
• Resolved an issue where Pia Chat was asking an excessive number of questions before assisting users with ticket creation. Pia Chat now asks a maximum of three questions before proceeding to log a ticket. (#32809)
• Fixed an issue for a Partner where the AI Resolution Assistant within Pia Chat was unresponsive. (#32850)
• Resolved an issue for a Partner where the Ticket Chat tab within the Tech Assist Pod Pia was not working. (#32802)

7 New PiaPacks 🌟​

Logout Azure Virtual Desktop User Sessions
Automate Azure Virtual Desktop (AVD) session logouts - securely retrieve active sessions and log out users via chatbot or SmartForms, ensuring fast and consistent management without the hassle.

Manage Office365 Email Lists
Simplify Microsoft 365 email security with SmartForms automations that let customers manage allowlists and blocklists instantly, reducing Service Desk workload while ensuring accuracy and compliance.

Export Users and Groups to CSV
Retrieve user and group information from Active Directory allowing engineers to quickly generate CSV reports through the chatbot.

Delete Contact via Active Directory
Clients often request contact removal from Active Directory when roles change. Using Smartforms with Zero-Touch enabled, our Delete Contact automation removes selected entries instantly, removing the burden from your service desk by allowing your clients to self-serve.

SmartForms: Add/Remove Access to Groups
This SmartForm enables self service group access management, reducing service desk tickets, accelerating changes, improving client control, and allowing engineers to focus on complex value work.

SmartForms: Create Mail Contacts
The Create Contact Pack automates mail contact creation via SmartForm, supports bulk entries, and assigns contacts to Active Directory or Azure AD groups, reducing manual engineering workload.

Datto RMM Operations Bundle
Bring Datto RMM workflows into Pia. Create and track QuickJobs, retrieve job results via GUID, and pull device details + alerts - reducing context switching, improving reporting consistency, and speeding up technician triage.

7 New Blueprints 🌟​

Activity Collection for Microsoft Exchange
A collection of Pia built and endorsed Exchange activities for you to use or reference when writing your own custom automations.

Activity Collection for Active Directory
Provides a sample of Active Directory automations which are used within our pre-built automations, allowing you to customise and build your own packages without starting from scratch.

Activity Collection for Microsoft Exchange
A collection of Pia built and endorsed Exchange activities for you to use or reference when writing your own custom automations.

Activity Collection for Workstations
Provides a sample of Workstation/Laptop activities which are used within our pre-built automations, allowing you to customise and build your own packages without starting from scratch.

Using Azure Key Vault for Secrets
Need to store sensitive secrets and not sure how to use them in your own automations. This sample provides a simple example of retrieving a secret from your Azure Key Vaults.

Client Package Configuration for your custom automations
Build your automation to work for all clients, the included package includes custom forms for configuration and even demonstrates how you can set the configuration from your automation.

Trigger automations from your custom package with inputs and outputs
Did you know you can chain your automations? Using the built in start_package activity with inputs and outputs you can orchestrate multiple automations together.

1 Updated PiaPack 🌟​

Gsuite New Staff Onboarding
Automates new user creation in Google Workspace via Pia’s onboarding workflow, reducing manual effort and errors by collecting details, assigning groups, and logging actions in tickets.

With the new update, this PiaPack now supports clients with single directory too!

Enhancements 🌟​

• Added the ability to modify a form static name when copying the form to a sandbox. This will allow engineers to clone the form when copying to another sandbox instead of recreating the form in its entirety. (#31806)
• Improved styling to the email templates generated through approvals to ensure consistent rendering in Outlook, addressing display issues for some Partners. (#31874)
• Added support for configuring the Post‑Processing Delay in the Triage V2 automation. This allows partners to pause triage for a defined period, preventing infinite loops or unintended additional executions. (#31407)
• Improved error handling to better support scenarios where Halo PSA tickets fail to load in the Tech Assist bot due to insufficient Halo API permissions. (#31524)
• Adjusted the processing order of SmartForms submission events and workflow status updates to prevent PSA API overwrites. (#31725)
• Extended the SmartForms automation expiration window from 72 hours to 7 days to better handle scenarios where tickets created late in the week aren’t reviewed until the following Monday. (#32016)
• Improved Triage Dispatch company/contact selection performance for ConnectWise by loading active companies only in triage flows, reducing long-running company queries and dropdown load failures. (#32080)
• Modified the AI AutoReply email templates to return the display Ticket Id rather than the internal ID for AutoTask partners. (#32091)
• Added a retry button to the Microsoft Graph API authorization tile to allow retry if consent is taking time. (#32176)
• Added support for entering additional field types in global variable values such as storing URLs and keys (#32232)
• Modified the policy around retrying if a ticket creation fails due to transient timeouts or other network related responses. (#32246)
• Updated the triage variable resolver to retrieve rulesets more efficiently, preventing excessive database usage. (#32274)
• Updated the package YAML validation check to respect case insensitive static names when copying to other sandboxes / promoting to live. (#32311)
• Modified the Azure user sync to set firstname and lastname updates on user accounts when syncing an existing user. (#32360)
• Integrations downloaded from the Automation Hub can now specify a custom API Base URL. This supports scenarios like the Onetime Secret PiaPack, which may require a region‑specific API endpoint. (#32456)
• Removed the 200‑character limit on Integration Definition Variable defaults for consistency with Integration Configurations. (#32487)
• Improved the performance of the live package view for some scenarios. (#30299)
• Updated our Agent dependencies as a part of regular management of agent security. (#32102)
• Added the ability for automation engineers when developing custom automations to pass in dynamic approval point configuration. (#32363)
• In conjunction with our Pia Chat release, we have introduced a change which will rename the Pia App Consent (formerly named in the format of Pia.CustomerPortal.Tenant.Prod.[tenantId].Consent) to a friendly business name that can be configured in your tenant settings.

This is due to our App Consent being in use for our Pia Chat implementation, so to give a more user friendly experience, configure the tenant business name!

Bug Fixes 🐛​

• Resolved an issue where the Tech Assist bot occasionally displayed the wrong approver’s first or last name after an approval was completed, even though the approval history remained correct. (#31831)
• Fixed a styling issue in email templates for AI AutoReply and approval emails to ensure the uploaded branding logo is a normal size on the email template. (#31837)
• Fixed an issue where automation deployments could generate stale activity PowerShell code, causing scheduled automations to fail validation during execution. (#31873)
• Fixed an issue where unsubmitted SmartForms tickets didn’t update status after the set time limit. (#30564)
• Fixed an issue that could result in duplicate activity versions when promoting an activity from sandbox to live. (#31002)
• Resolved an issue where deleted users would be displayed under the Pia Champions list in the adoption report. (#31015)
• Fixed an edge case where a ticket may not auto close after the completion of the scheduled child automation. (#31312)
• Fixed an issue where agents were not correctly identified when executing under a client profile for a child client. (#31603)
• Resolved an issue where duplicate clients were being created during sync for Partners who migrated to Halo PSA. (#31657)
• Fixed an issue with the odata nextSkip and nextTop response from the API when using paging. (#31772)
• Fixed an issue where clicking "Nevermind" when attempting to start a secondary automation on a chat session was causing errors. (#31894)
• Resolved an issue with health check event processor where Pia may fall into a state where a health check is missed, leading to never queuing the check and resetting its status. (#32017)
• Fixed SMS sender-number routing for Burst API so recipient destination drives sender selection for E.164 numbers. US/CA destinations (+1) now use the US virtual sender number, preventing AU-tenant to US-recipient routing failures. (#32159)
• Fixed performance issues caused by looping scheduled automations by adding in constraints to the cron scheduled expression to prevent automations from being queued at intervals of every second. (#32234)
• Fixed an issue where a misconfigured Tenant logo could lead to failed email sends configured in approval points. (#32252)
• Fixed an issue where some Partners could not see AI Triage extension points when their configured triage package was set to ‘latest’ but not yet published. (#32312)
• Resolved an issue where a deleted user sync rule was still being applied preventing management of the user role in the SmartForms portal. (#32388)
• Fixed an issue where consecutive API events could trigger duplicate automations to execute. (#32403)
• Fixed an edge case where the Editable table in the Tach Assist pod was not displaying correct data for a Partner. (#32498)
• Resolved an issue in the SmartForms Extension point screen where it was clipping off the data schema. The Extension point screen now shows the full data correctly. (#32514)

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