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

🐛 Bug Fixes​

Performance Optimization:

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

SmartForms and Automation:

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

Integrations and Ticketing:

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

Package Audit Logging:

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

What's New 🌟​

We are excited to announce our latest platform release RC14!

In this release, we have focused on improving the overall Performance of Pia aiDesk with database updates along with some exciting new features and bug fixes.

• Option to set Priority to SmartForms Tickets
• Additional Enhancements
• 5 Bug Fixes 🐛

Option to set Priority on SmartForms Tickets​

Currently, you can specify the board and status of a ticket when it gets created for SmartForms request in the SmartForms settings screen. With this release, we are adding a new option that will allow you to specify the Priority on these tickets as well.

You will see a new drop-down option called 'Priority' added to the Ticketing Defaults section of the Setup Tab (For Defaults) and in the Ticket Stamping Rules Column of the Forms Tab (for Individual Automation Requests).

The options available in this field are based on the Priority levels you have configured in your Ticketing System. (#23794)

Additional Enhancements​

1. A new built-in activity "Get Connected Services" is now available in the Package Editor screen. This activity allows you to retrieve a list of Connected Services that have been configured for your tenant in the Connected Service screen. (#23159)

   For more on this activity, refer to the article here.

2. The Pia Agent has been updated so that if an agent fails to connect to the server during the execution of an activity, it re-attempts connection to the server instead of marking the Automation as errored. (#22713)

3. The tickets created by Pia for SmartForms requests now show Date/Time when the request was submitted at the end of the Subject in Local Timezone. This will prevent Tickets from closing in AutoTask due to duplication and also remove confusion for Engineers while viewing tickets. (#23757)

4. Updated the Pia Chatbot in the Partner Portal so that it displays an error message if the user attempts to open a Ticket Number or Ticket ID (For AutoTask) that is no longer available in their Ticketing System. (#23809)

5. Made the Pax8 Connected Service feature more robust by improving how Pax8 API tokens are handled by Pia. (#23964)

Bug Fixes 🐛​

1. Fixed an issue where the Chatbot was displaying same values multiple times in a form that had the Repeating section option enabled. (#23086)
2. Fixed an edge case scenario for a Partner where the Live Package Screen was loading very slow while searching for packages. (#23754)
3. Fixed an issue with the Config Watcher screen where MS Graph API and Delegate Consent Alert was sometimes being displayed for the Clients with valid Authorisation and Delegate Consents. (#23967)

Early Adopters Features 🔍​

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

Speed up your onboarding of new clients into Pia!

Pia is now working on expanding integrations into Microsoft Partner Center/Partner Portal to perform the Microsoft Graph Authorisation and Delegate Access.

With this new feature, Pia will perform the App Registrations for each client with the relevant GDAP permissions by using a Service Account setup in Partner Portal. This will work for any delegated tokens for user impersonation into the client tenant via Partner Portal.

This will also eliminate the need for setting up Delegate Authorisations per client for commons tasks like Password Resets and will instead leverage the service account through Partner Portal.

What's New 🌟​

We are releasing a new Platform version containing additional bug fixes - RC13.4!

Planned Release Date: Rollout period between 14/03/2024 and 21/03/2024

This release includes further bug fixes and additional enhancements see below:

• 9 Bug Fixes 🐛

See below for further details.

As always, Partner Support is available to assist you.

🐛 Bug Fixes​

1. Fixed an issue with Pia Canvas so that when a time entry is logged against a ticket, it only has "Internal" flag set against it in ConnectWise so that it is not visible to anyone outside the organisation. (#23619)
2. Fixed an edge case scenario when updating the tenants some of the MS Graph Delegate Tokens would expire. (#23648)
3. Modified the Date/Time conversion logic for Adoption Report so that the Package Execution Dates are now being correctly displayed and the time is displayed in Local Timezone. (#23687)
4. Fixed an issue where the Scheduled Packages Screen was showing internally assigned ticket number for the AutoTask tickets rather than the AutoTask Ticket Number which was confusing Pia Partner Portal users. (#23895)
5. Made the Adoption Report screen more robust so that it now takes lesser time to retrieve information in the Report screen such as Available Pia Boards. (#23851)
6. Fixed an issue for a Partner where the Description added by the SmartForms user while submitting an IT Request Form through the SmartForms Portal was not being added into the description field of the ticket that was created by Pia. (#23818)
7. Modified the message being displayed when a user tries to install a Pia Agent that is currently in uninstalling state so that it clearly informs the user that the Agent is in uninstalling state and the user will need to wait and retry in a few minutes. (#23814)
8. Fixed an issue that was causing Automations to fail in some cases for clients with multiple config profiles as the config profiles were failing to populate required information for package execution. (#23791)
9. Fixed an issue where sometimes SmartForms Automations where Pia was logging status messages in the chatbot for closed requests despite their closed/completed status. (#23935)

What's New 🌟​

We are releasing a new Platform version containing additional bug fixes - RC13.3!

Planned Release Date: Rollout period between 28/02/2024 and 06/03/2024

This release includes further bug fixes and additional enhancements see below:

• 13 Bug Fixes 🐛

See below for further details.

As always, Partner Support is available to assist you.

🐛 Bug Fixes​

1. Fixed an edge case scenario for a Partner where the Agents were not uninstalling (or were re-registering) for a client that was no longer available or deleted. (#23245)
2. Updated the Adoption Report to display "User Not Found (USERID)" with additional details in the hover text in the 'Assigned to' field for when the assigned Engineer does not have an account in Pia's Partner Portal. (23453)
3. Fixed an issue with SmartForms Automations where Pia was not respecting the closed status of the ticket that were created from a SmartForm Request and the tickets were getting updated every hour. (#23461)
4. The Pia Config Watcher has now been updated to filter out Child Clients while reporting for Server Related issues such as Primary Domain Controller not being configured. (23507)
5. Fixed an edge case scenario for an authorisation error which occurred while running the Terminate User Automation even when the MS Graph API was authorised. (#23520)
6. The SmartForms Configuration Screen has now been updated to fix an issue when swapping between several tabs of configuration screen would cause certain details to not be saved. (#23531)
7. Fixed a minor issue in the Pia Clients screen where the 'Pia Status' column was not sorting correctly. (#23538)
8. Updated the test connection screen in the AutoTask Connected Service to call out when a permissions of the API user that Pia uses is incorrectly setup. (#23555)
9. The multiple listbox field in all Pia forms has now been modified to wrap the text of the listbox heading if the word is too long. (#23565)
10. Updated the scheduling email that is sent when a scheduled task for eg: Terminate User succeeds or fails to include the case for when the API user that Pia uses for ConnectWise doesn't have permissions to create a ticket. (#23574)
11. Fixed an issue which occurred when an AutoTask Ticket was created via SmartForms in the case that the SmartForms user matched a contact in AutoTask which was not linked correctly to the AutoTask company record causing the request to fail as we cannot specify a contact for a ticket which is not associated with the company set on the ticket. (#23580)
12. Improved the stability and robustness of the way Delegate tokens and consents are handled to reduce the chances of the delegate consents needing to be re-authorised. (#23648)
13. Updated the Pia Chatbot Chrome extension to automatically open the Pia window when the "Open Ticket with Link" feature for AutoTask is used. (#23668)
14. Updated the Pia Chatbot to display the message more clearly when a Client is not configured in Pia. (#23484)

What's New 🌟​

We are releasing a new Platform version containing additional bug fixes - Rc13.2!

Planned Release Date: Rollout period between 12/02/2024 and 16/02/2024

This release includes further bug fixes and additional enhancements see below:

• 12 Bug Fixes 🐛

See below for further details.

As always, Partner Support is available to assist you.

🐛 Bug Fixes​

1. Fixed an edge case scenario where the connected service for Dicker Data was failing for a partner due to insufficient information provided during API calls. (#22893)
2. Fixed an issue where Pia was making multiple unnecessary API calls for the ticketing system connected service due to large amount of tickets being updated at once triggering those callbacks. (#22901)
3. Amended a Partner issue for Office 365 Connected Service which was caused due to missing redirect URL during tenant provisioning. (#23088)
4. Updated display of Scheduled ticket Ids in Pia so that they are correctly displayed in the Live Packages Screen for AutoTask. (#23179)
5. Updated the Agent Version Health Rule in the Config Watcher to only filter for agents which have hit max retry count and are not on latest version. (#23270)
6. Updated the Config Watcher to filter out deleted client tags before client packages are checked so that the alerts are correctly displayed in the Config Watcher. (#23273)
7. Fixed an edge case scenario where a partner was not able to submit feedback in the Pia chatbot. (#23284)
8. Updated the Software screen to resolve an issue with adding software via a link. (#23302)
9. Updated the connected service for HaloPSA to give more details about permission issues. (#23347)
10. Updated the Activity Editor screen to remove a restriction that allowed Global Variable to only be edited by the user who created it. (#23355)
11. Amended a minor issue with the Software Screen so that the software versions are now sorted correctly. (#23367)
12. Fixed an edge case scenario where the Scheduled package would succeed but send both a failure and success email to the engineer (instead of just a success email). (#23435)

What's New 🌟​

As usual following our Platform Releases (RC13), we are releasing a roll up of additional bug fixes - Rc13.1!

This release includes further bug fixes and additional enhancements see below:

• 10 Bug Fixes 🐛

See below for further details.

As always, Partner Support is available to assist you.

🐛 Bug Fixes​

1. Fixed an edge case where packages that were scheduled (i.e. Terminate User, Change User Details etc.) now can make use of the data that would normally have been cleaned up or purged after 30 days increasing the time into the future where we can schedule the packages. (#22644)
2. Resolved an issue which Ingram Micro Connected Service which sometimes resulted in the test connection failing. (#22705)
3. Updated how the forms for Whitelist Email Packages is displayed in the Chatbot to remove an annoying doubleups of scrollbars. (#22766)
4. Fixed an issue where sometimes the New Password Field would display a hashed value rather than a password. (#22788)
5. Updated the Live Packages screen making the output for some of the activities more visible which was previously hidden due to a horizontal line. (#22799)
6. Made Pia Canvas more robust so that you no longer need to clock back in after refreshing the page. (#22835)
7. Fixed an edge case scenario where the test connection was failing when the connected service for Microsoft Partner Portal is used as a CSP. (#22845)
8. Updated the Live Packages Screen to handle larger volumes of Package data. (#22894)
9. Fixed an issue with the Package Configuration Screen which was causing duplication of data added to the package in certain scenarios. (#22930)
10. Fixed an issue with the Halo PSA Terminate User Package where the package was not executing when being scheduled in some scenarios. (#22934)

What's New 🌟​

We are excited to announce our latest platform release RC13!

Alongside various updates to SmartForms, this release includes significant improvements across different areas of the Pia Portal. These enhancements are:

• Introducing Pia Config Watcher! 🔍
  • Nightly Configuration Checked
  • Suppress Alerts
  • Email Notifications
• Added support for Clients with multiple environments 🤝
  • Ability to configure multiple profile for a client
  • Pia Chatbot Changes to support multi-environment clients
• Service Now Connected Service Updates 🌟
• Additional Enhancements 🌟
• 3 Bug Fixes 🐛

See below for further details.

As always, Partner Support is available to assist you.

🔍 Introducing Pia Config Watcher!​

Config Watcher Checks:​

With the Config Watcher, Pia will be alerting you when it detects any issue in the following areas:

• Ticketing System Configuration (Webhooks & API)
• Client Server Config (Global Config & DC, Azure AD and Exchange Server Checks)
• Pia Agent Checks (including version, activation, online/offline Checks)
• Microsoft Authorization (MS Graph plus Delegated consent checks)
• Client Environment Tags check
• Package Config check (required fields and valid config checks)
• SmartForms Setup Checks

Things you can do with Config Watcher:​

• Keep track of issues identified by Pia Config Watcher on the Config Dashboard
• Resolve issues with Pia Watcher with steps provided to you on how to fix each type of issue you may encounter (#22629)
• Ask Pia Watcher to re-check any issues once they have been resolved (#22629)
• Subscribe to notifications when Config Watcher detects issue so that you can be aware and action issues as they occur. Manage your notifications settings via the Email subscriptions option in Pia Config Watcher (#22059)
• Suppress Checks when you need to reduce the sensitivity level of the watcher
  • At this date, all the checks are relevant to Pia functioning correctly but you may wish to suppress some of the alerts temporarily while you fix them (#22626)

New User Permissions for Pia Config Watcher​

The Pia Config Watcher is tied to two new access levels that have been added in the partner Portal. These access levels are:

• View Config Watcher: This access level will give you the ability to view Pia Config Watcher dashboard.

• Manage Config Watcher : This access level will give you the ability to create and subscribe to notifications and suppress checks in Pia Config Watcher. (#22626)

Pia Chatbot Changes to support Config Watcher​

Pia Chatbot will display Config warnings for the issues which may affect package executions. You can manage this option in the Tenant Settings screen under the Config Watcher section.

🤝 Added support for Clients with multiple environments​

A new "Configuration profile" widget is now available in the Client Dashboard, enabling you to create and manage multiple profiles for your clients. The newly created profiles come with limited options compared to the default profile, streamlining the configuration process and eliminating the necessity to set up every detail for each profile.

You will be able to switch between profiles by clicking on the drop-down that will be available at the top right corner when multiple profiles are created. (#22330)

Pia Chatbot Changes to support multi-environment clients​

To support the multi-client environment furthermore, changes have been made to the Pia Chatbot as well. When using multiple profiles, you must first select a profile to run Pia automations with.

🛠️ ServiceNow Connected Service Updates​

We have also updated the connected service for ServiceNow to include the following changes:

• New Company Sync Button: This button will allow you to run a manual sync to import a list of clients from the ticketing system into Pia.
• Setup Webhooks Button: The Setup Webhooks button has now been added to ServiceNow so that you can automatically configure Webhooks into the ServiceNow Ticketing System using the Pia Portal.

🌟 Additional Enhancements​

• Performance Improvements to improve the speed of loading of the Pia chatbot and Package Editor for editing automations.
• Improvements to the setup and configuration of Pia integrations with your ticketing system during onboarding including additional troubleshooting tools to help troubleshoot connectivity issues with your ticketing system.
• Updated security certificate for the Pia Agent.

🐛 Bug Fixes​

1. The Live Packages Screen has now been updated to show single entry for each package run regardless of the number of tags assigned to the package. (#22345)
2. Fixed an edge case scenario for the packages to be unlocked when retrieved from sandbox. (#22346)
3. The Pia Canvas screen has now been updated to ignore accidental spaces in the ticket status field and display the tickets in the required column. (#22327)

What's New 🌟​

We are pleased to share our latest platform release RC12.1!

In this release, more work has been done towards getting SmartForms Ready.

In addition to that, we have focused on some important bug fixes and made some enhancements to the Partner Portal to provide you with a better user experience.

• New "Access Pia Partner Portal" Role 🙋
• Additional Bug Fixes 🐛

See below for further details.

As always, We're here to help—reach out to Partner Support whenever you need assistance.

🙋 New "Access Pia Partner Portal" Role​

With this release, a new role "Access Pia Partner Portal" will be available in the Edit User screen of the Partner Portal. This role will provide you with initial access to the Pia Partner Portal from where you can be assigned additional Access levels as required.

This has been done to avoid the confusion around what the "Engineer" role in the Pia Partner Portal does.

From now on, the "Engineer" role will give you access to the Pia Chatbot in the ticketing system where you can execution automations and send feedback. However, if you need ANY access to the Pia Partner Portal, you will need to have the "Pia Partner Portal" role assigned to you.

🐛 Bug Fixes​

1. The Adoption Report was not updating the data as per the Start Date and End Date entered. This has now been fixed so that correct data are displayed based on the filters added. (#21843)
2. Fixed an issue in the Connected Service for Connectwise where the Company Sync was not working as expected. (#22680)
3. Fixed an edge case scenario for high memory usage causing stability issue for Pia. (#22717)
4. Fixed an edge case scenario where The "Export Chat History" popout in the Chatbot was not giving the option to enter an email address to send the PDF of the chat history. (#22696)

What's New 🌟​

We are pleased to share our latest platform release RC12!

Our primary focus in this release has been setting up more foundations for SmartForms, you will see few mentions of functionalities relating to SmartForms below.

We have also made some enhancements and important bug fixes which are mentioned below:

• 3 New CSP Integrations! ⚒️

  • Dickerdata Integration
  • Ingrammicro Integration
  • Rhipe Integration

• Live Packages Screen Enhancements

  • Added Ticket Filter option in the Live Package Screen
  • Added Source Filter option in the Live Package Screen
  • Extension automation now display as a nested log under the primary package

• Additional Enhancements 🌟

  • Updated Feedback options in the Pia Chatbot
  • New Activity and Condition have been added to support the SmartForms feature. More information will be available on the full release of SmartForms.

• 5 Bug Fixes 🐛

See below for further details.

As always, We're here to help — reach out to Partner Support whenever you need assistance.

What is SmartForms?​

🔥 A Sneak Peek into SmartForms​

Here's what your client will see in the SmartForms Portal depending on what you turn on:

🔆 Live Packages Screen Enhancements​

Added 'Ticket Id' Filter option in the Live Package Screen​

A new filter has been added in the Live Package screen allowing you to filter live Packages using the Ticket Id. This section is called "Filter Ticket ID" and can be used by typing your ticket Id.

If you are searching for a particular ticket in the Live Packages view, this will make it easier as it will save time. (#15511)

Added 'Source' filter option in the Live Package Screen​

One more filter has been added in the Live Package screen allowing you to filter the packages based on the source of the package execution.

By default, the 'Source' filter will have "Pia Chatbot" selected which will filter all the packages that were executed in the Pia Chatbot. However, you can choose from additional options to filter your package based on different sources such as Schedules or Triage (Ticketing System). (#22064)

Function Packages now display as a Nested log in Live Packages Screen​

Previously, the extension packages were displayed as a separate log when viewed in the live packages screen. This has now been changed so that they are displayed under the primary package as nested log making it clear that the extension package is running within the primary package. (#22062)

🌟 Additional Enhancements​

Updated Feedback Options in the Pia Chatbot​

The options available in the feedback drop-down of the Pia Chatbot have now been modified. The reason behind this is that we have taken a new approach to how we do machine learning making use of larger sets of data generated through AI.

If you would still like us to work with you on improving the ML on your tenant, please work with your PSM to give us good and bad examples of tickets that we are classifying for you.

These are the feedback options that are now available in the Pia chatbot:

• Pia was a good bot
• Pia had an issue during my ticket
• Other Feedback (#22151)

⚒️ 3 New CSP Integrations​

With this release, Pia will extend its support for more Licensing services. The configuration options for each of them will be available in the connected service screen of the Pia Partner Portal.

1. Rhipe CSP Integration (#7498)
2. Dickerdata Integration (#7499)
3. Ingrammicro Integration (#8177)

🐛 Bug Fixes​

1. The 'Client' Filter in the client screen did not allow ampersand symbol "&" previously. This has now been modified so that you can now use the filter to search for clients that have '&' in their name. (#22107)
2. Fixed an edge case scenario where the data was not populating in flexible assets as the IT Glue Connected Service was having an issue with the sync. (#21919)
3. Previously, the Triage package failed when it was executed against the ticket for clients that are not synchronised into Pia from your ticketing system. This is now handled gracefully. (#21834)
4. The Ticket Audit Note was not reflecting in the ConnectWise Manage Ticket for a custom built package which has now been fixed in this release. (#22203)

What's New 🌟​

We're pleased to share our latest platform release RC11!

In this release, we have laid the groundwork for Smartforms along with the following changes:

• 5 Enhancements 💡
  • Added Pax8 CSP Integration
  • Performance Enhancements
  • Added SharePoint Graph API Permissions
  • Added Azure Cloud Sync Graph API Permissions
  • Updated Partner Portal Menu layout
• 10 Bug Fixes 🛠️

See below for further details.

As always, We're here to help — reach out to Partner Support whenever you need assistance.

🔥 Enhancements​

Added Pax8 CSP Integration​

With this release, we have created support for our first CSP integration!

Pia now offers integration with Pax8, enabling you to meet your licensing needs through Pax8. You can now set up a Connected Service for Pax8 within the Connected Services screen of your Pia portal. This allows you to make use of it as part of Extension Automations and Custom Automations.

Pia will be updating over the next month or so it's existing automations (New User and Terminate User) to increment and decrement licensing as part of those processes. We will also be adding a new Automation for Managing Licensing via Pia.

To learn more on configuring the connected service for Pax8, refer to this article.

Performance Enhancements​

Performance improvements should be noticeable in the following areas across Pia:

• Client Screen
• Package Editor Screen
• Pia Chatbot Screen
• Pia ConnectWise Embed/Chatbot Screen
• Pia Package Execution (#21233, #20793, #20794, #20795 and #20796)

Added SharePoint Graph API Permissions​

SharePoint support has been added via the ability to reauthorise your client with an increased scope covering SharePoint which will allow you to write custom automations that connect to SharePoint to perform actions (#19878)

Added Azure Cloud Sync Graph API Permissions​

Azure Cloud Sync permissions have now been added in preparation for Pia to roll out support for Cloud Sync in place of Azure AD Connect for Pia's AI Desk automations (#19478)

Updated the Pia Partner Portal Menu Layout​

We have updated the Partner Portal Menu to be more condensed. This allows us to free up some space in the menu as well as make the menu options easier to find (#18016)

🐛 Bug Fixes​

Here are the bug fixes in this release:

Adoption Report Fix​

1. Tickets from 2021/2022 are coming up in the adoption report: Applied changes to make sure not to update the ReportingDate in the training record if the ticket lastmodified date is older than 90 days by default. The value can be controlled using the settings.(#21183).

Other Fixes​

1. An asterisk (*) is displayed on the activity while switching from one activity to another after discarding the changes made in the first activity. (#19516).
2. In the Agent Screen sorting via LastCheckInDate was not working previously. This has now been fixed. (#21272)
3. Live Packages: Width change should resize the package list. (#21780)
4. Live Packages Screen: fixed ordering of the logs in live packages view. (#21783)
5. Added some more robustness to the way that we handle Microsoft App Registrations/Authorisations to ensure that they auto renew more regularly and that the authorisation only expire when the password is changed on the account. (#19438)
6. When Authorising clients, there were a couple of scenarios that would cause the page to look like it was consistently loading meaning it looked like the Authorisation has failed or always in progress. We have updated to have some Refresh steps and retry loops which we would expect you to be able to authorise clients with one interaction now. (#21233, #21154)
7. Updated the scopes to allow cloud sync to be used as a part of the Pia automations. Like with most updates, we will update the Pia automations to take advantage of the updates on the scopes in the coming month. (#19478)
8. Fixed an edge case where an IT Glue link was not working for a client as there was an extra space in ConnectWise Connected Service. (#21462)