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What's New 🎯​

We're pleased to share our latest updates; including performance improvements, and key feature additions. As always, contact our Partner Support for any assistance required.

  • Update on Pia Agent Service 🔥
    • Updated the security of the Agent
    • Enabled alternate communication pathways for Agents struggling to talk back to Pia
  • 5 Bug Fixes 🛠️
    • Autotask Adoption Report Reliability

See below for further details.

Remember, our team is here to help you make the most of these new improvements and features!

🔥 Pia Agent Updates​


We have released a new Pia Agent Version!

VersionDescriptionRelease Date
1.0.20230202.41N-1 Supported Version (Prior Release)2023-Feb-02
1.0.20230801.19Latest Release - Supported Version2023-Aug-01

What does it contain?​

  • A security patch for "Unquoted Service Path" vulnerability. This vulnerability affects services on windows and can allow privilege escalation for a windows service who's executable path does not contain "double quotes" at the start and end of the path. This would allow an attacker to escalate their privileges to system level access for a single device. Note: an attacker would already need administrator level access on a device to perform this attack.
  • A stability patch for some scenarios whereby outbound connections to Azure services for WebSocket connections fail to establish. This allows additional configuration which may be applied to troubleshoot connectivity issues with the Pia Agent (specifically, configuration of MQTT and AMQP protocols).
    • We have released a new article for Agent Troubleshooting on the Learn portal here

How do I update my endpoints?​

The Pia agent has a self-updating mechanism which automatically updates all existing installed agents to the latest version (including agents which are installed from an old installer).

You may have noticed this update has already occurred for many of your agents (which you can check via the agents screen in the Pia Partner Portal) - the updates will occur in batches of 25 every 5 minutes.

However - over time, we will block older versions of the installer from registering onto your Pia Tenant, so you must keep your installer up to date.


What do I need to do?​

As most Pia Partners are using their RMM to install the Pia Agent on newly registered devices, you should make sure your RMM scripts reference the latest version of the agent.

If you are using the following URL in your RMM scripts, then you do not need to do/change anything:

However, if you are hosting a copy of the agent installer for yourself, you will need to replace the agent installer file with the latest version which can be downloaded from your tenant via the "Download" button in the Pia Partner Portal.

For more information about where this installer link is used in your RMM and how to update it, RMM specific instructions are provided below:

ConnectWise Automate Kaseya RMM Datto RMM Other (N Central, Ninja, etc.)

🐛 Bug Fixes​

Here are the bug fixes in this release:

Adoption Report Fix​

  1. Webhook Not Reliable in Autotask: Added a maintenance task that would try to update the closed date of the tickets that were not marked as closed in our training record but were already closed in the target ticketing system(#20014).

Other Fixes​

  1. Client sync not occurring and multiple fields on the Connected Service for Ticketing system show incorrect information: (#21674).
  2. Canvas not emailing ticket contact when adding note: (#20955).
  3. PopulateOds Error Due to > 40chars on Status: (#21600).
  4. Conditional Form Logic - Shown when should be hidden: (#21394).

What's New 🎯​

Please find a summary of our latest updates, including enhancements, performance improvements, and bug fixes. As always, contact our Partner Support for any assistance required.

  • 6 Enhancements 💡
  • 5 Adoption Reporting Fixes 📊
  • 8 Other Bug Fixes 🛠️

Remember, our team is here to help you make the most of these new improvements and features!

Version#: 1.0.20230715.9

🔥 Enhancements​


📒 Ticket Note Audit Log Customisation Options​

We've introduced a new set of configuration switches for the Audit Log. These options offer fine control over audit events for when a package 1) starts, 2) produces form output, 3) encounters an error, 4) completes, and 5) is scheduled. This enhancement provides increased control and visibility over your automation operations (#13325).

📚Adoption Report Performance Improvements:​

We've made a bunch of behind the scenes changes to enhance the performance of the Adoption Report functionality for faster, smoother user experience (#20079, #21173).

🚮 User Deletion from Partner Portal​

We now offer the ability to delete users directly from within the Partner Portal UI. This feature streamlines user management and accelerates administrative tasks (#17642).

🔑 Finer Grained Access Control​

To enhance our access control mechanisms, we've also introduced finer-grained roles for the portal, splitting each major function between a "View" and an "Edit" role (#19742).

💡Shortcut to Raise Ideas:​

We've added a Quick Link on the Partner Portal homepage for easier access to ideas.pia.ai (#19520).

🐛 Bug Fixes​

Here are some of the more important bug fixes in this release:

Adoption Report Fixes​

  1. Unusual Close Date: The value for closedDate was in an incorrect format (#19831).
  2. Filter including Report Dates: Fixed an issue where adoption report dates were being saved as part of the filter (#20449).
  3. Merged Tickets Showing Up as Missed Opps: Fixed an issue where the Adoption Report was counting merged tickets as missed opportunities, causing inaccuracies in the report (#20544).
  4. Missed Opportunities Infrastructure: Fixed an issue where the Pia Serviceable and Missed Opportunities Infrastructure queries were not excluding packages if they were not part of the associated client's environment (#20768).
  5. Merged Tickets not flagged as IsChildTicket: Existing method to extract parentid of merge child ticket was incorrect (#20945).

Other Fixes​

  1. Pia Not Suggesting Packages for Autotask: When a ticket with an empty description was created, the ML Model did not run, resulting in no package suggestions. The fix is to use the ticket title to run the ML Model when the description is missing (#20470).
  2. Download Chat History Button Error 500: Fixed an issue where a user would get a 500 error when downloading chat history (#20372).
  3. "Reset" Delegate Permissions Button: The button was erroneously removing permissions for all apps. This bug has been resolved (#20396).
  4. Roles Not Automatically Being Assigned on Authorize: Fixed an issue with how roles get automatically assigned during aurthorise (#20412).
  5. Graph API Authorisation Fails to Present a List of Options: Fixed error in Azure Sign-in (#20745).
  6. Package Execution Listing Not Visible: When executing an extension automation, the package listing was not visible due to a silent exception caused by a data type mismatch (#20788).
  7. Conflicting Naming for Manage User Licenses: Issue was that the suggested package includes deleted published packages. (#20933).
  8. Canvas not emailing ticket contact when adding note: Ticket contact was not being sent an email. The fix introduced the required flag (#20955).

What's New 🎯​

We're pleased to share our latest updates; including performance improvements, and key feature additions. As always, contact our Partner Support for assistance.

  • 3 Major Changes 🔥
  • 9 Enhancements 💡
  • 2 Adoption Reporting Improvements 📊
  • 24 Bug Fixes 🛠️

Platform Release Notes for RC10 (RFC219) Version: 1.0.20230612.8

🔥 Major Changes​


🗜️ Condensed ConnectWise Pod​

We've created a new condensed ConnectWise Pod. This change makes it easy to search and run an automation when the chatbot is minimized (#12223).

💼 Manual Sync for Pia Users​

Manually trigger a sync of Pia Users with the ticketing system in Tenant settings. A new "Sync Now" button has been added in the Connected Service for the Ticketing System, allowing manual syncing of clients from the ticketing system into Pia (#15160).

💾 Persistent Field Settings in Reports​

Persist Filter Settings - To address the frustration with re-populating filters on reporting screens each time, functionality has been added to save default filters per user, per screen, with the ability to clear and to reset back to system default filters (#15374).

💡 Enhancements​

Here are some of the enhancements we've made to improve your experience with our platform:

  1. Export client list - Added a download button to export client list as csv for Super Admins (#9468).
  2. Autotask Adoption Report - Using ticket numbers instead of IDs for clarity and consistency in reports, chatbox, and package audit log (#13035).
  3. Package Input Improvement - Passing data between packages. Engineers can select previous user selection as default for subsequent packages (#14068).
  4. Add new Reportable Ticket Statuses - Add ability to set ticket statuses for reporting purposes (#15950).
  5. Update Adoption Report References - New field introduced to track "Reporting Ready" tickets, replacing ClosedDate references allowing tickets to show in the addoption report when not fully closed (#15961).
  6. Ticket Triage: Pia Enabled Clients - New property "pia_enabled_client" in filter conditions to route tickets for Pia enabled clients (#17557).
  7. Extension Automation - Identify parent package of extension in Live package screen for determining origin. (#17770).
  8. MSGraph token expiry improvements - Implement recommendations to prevent automations from failing due to token expiration issues. Includes logging improvements and error handling (#18436).
  9. Improve DNS Error Handling - Add retry logic to catch and retry DNS errors for all web requests limiting to 3 retries (#19469).

📊 Adoption Reporting Improvements​

We've made some improvements to our adoption reporting:

  1. Rename "Agents Deployed" and "Active Agents" - Adoption Report updated to use "Activated Agents" instead of "Deployed" and "Active Agents" to avoid confusion (#16615).
  2. Adoption Report Button - Partner can run report with selected filters using a "Run Report" button to avoid automatic execution and delay in data retrieval. Data tables should also respect the same filters (#15439).

🛠️ Bug Fixes​

We've squashed a few bugs to improve your experience:

  1. Adoption Reports - Fixed the issue with determining "Configured" clients not refelecting clients, (#19545).
  2. Fixed an issue with sorting the adoption report (#19647).
  3. Agent/IOT Hub Connectivity Error - agent did not support MQTT_WEBSOCKET protocol; fixed by adding support for MQTT protocol (#18251).
  4. Adoption Report Discrepancy - Report only shows supported clients instead of all active agents. Code adjusted to remove filter on client (#19766).
  5. Adoption Report Timeout Error - Error caused by adoption report timeout (#19976).
  6. Fixed issue with AutoTask ticket close dates (#19831).
  7. Client Dashboard Bug - Formbuilder component not returning metadata causing UI errors (#19025).
  8. Configuration form issues - Styling and rendering isssues with package documentation. Fixed by applying styling changes and amending implementation (#19034).
  9. System Audit Log Bugs - Fixed issues with column width and filtering on the system audit log screen. (#19153).
  10. User Screen Bug - Issue with double click behavior causing multiple clicks to be registered as single clicks.(#19155).
  11. Error in Automatic Approval via Email - Fixed an issue when attempting to run Automatic Approval via Email (#18476).
  12. Client Dashboard error - Fix error when accessing unavailable elements (#18268).
  13. Partner Portal Redesign - Upfated filter fields and order to match columns (#18192).
  14. Missing filter default value - Improved filter in live packages screen due to missing filter (#17849).
  15. Out Of Office Date/Time View - Fixes UI issue with timezone in date picker for user viewing (#15869).
  16. Scheduled for later task - Fixed an issue with task not displayed after processing. (#17153).
  17. Sandbox UI issue on Chatbox - Sandbox form position and dropdown height causing problems. (#17174).
  18. Approval package submission issue - Label element missing value causing a problem for restricted clients. Fixed by setting label value (#17232).
  19. Approval Package Email Failure - Unable to submit approval package with email approval option (#17235).
  20. Duplicated Cron Package - Cron package entries were being duplicated due to a processing error. (#15036).
  21. Scheduled package confirmation - Timezone fix for local/UTC time issue in dialog (#13253).
  22. Multiple Pending Actions in Canvas - Fixed issue where clicking 'Resume' on two tickets quickly causes activation of both. (#13415).
  23. Sorting in Tags Screen - Issue, unable to sort tags by type (#13574).
  24. Missing Cancel button - Add cancel button with consistent styling to navigate back one page (#12845).

We hope you like the improvements in the RC10 release. As always, we value your feedback. Contact us at our Partner Support with any questions or comments.

What's New 🎯​

We're excited to bring you some large updates in this release! We hope you enjoy the latest improvements and features, and remember our Partner Support is always here to support you.

  • 3 Major Changes 🔥
  • 5 Enhancements 💡
  • 10 Adoption Reporting Improvements 📊
  • 9 Bug Fixes 🛠️

🔥 Major Changes​

🌐 Portal Redesign​

The redesigned Partner Portal, offers an updated look and improves functionality, and ease of navigation. The new user interface also lays a solid foundation for future expansions and new features.

🏠 Portal Home​

The redesigned Portal Home page for the Partner Portal offers a centralized hub for essential resources. Users can easily access helpful resources and tips and tricks.

🤖 Extension Automations​

Extension Automations provide a new way to customize our existing automations.

We've added Extension Points (EPs) to our existing automations; you can create and integrate custom child packages at crucial execution stages using the data from the parent automation. In this release, extension automations are available for New User and Terminate User automations across all environments.

  • Run custom child packages at crucial execution points.
  • Utilize data from the parent automation in your extension.

💡 Enhancements​

Here are some of the enhancements we've made to improve your experience with our platform:

  1. Turn off Ticket Notes Auditing - Partners can now disable audit logs as ticket notes in their ticketing system (#8299).
  2. Edit Scheduled Packages - Service technicians can change the schedule on scheduled packages without canceling and recreating them (#12372).
  3. New Access Level for Pia Chatbox Feedback - Engineers can now log feedback with a new "Submit Feedback" access level (#12441).
  4. Activity Aliases in Live Packages Screen - Easier debugging with aliases displayed alongside task names (#14750).
  5. Improved Chatbox Loading Message - "Fetching Data" message for a better user experience (#15479).

📊 Adoption Reporting Enhancements​

We've made some nice improvements to our adoption reporting:

  1. Clearer usage statistics in the Pia Champions section (#12967).
  2. Package statistics for partners in a new data table (#13389).
  3. New "Total Package Runs" tile (#12967).
  4. Clearer hover-text presentation (#13400).
  5. "Pia Serviceable Tickets" tile for unsupported clients (#13538).
  6. Multi-board selection with checkboxes (#13831).
  7. Customizable columns in the Pia Tickets table (#14156).
  8. Additional Board, Client, and Ticket Assignee columns (#14655).
  9. Customizable columns in the "Requires Investigation" table (#14656).
  10. New "ReportingDate" column to track ticket reporting readiness (#15954).

🛠️ Bug Fixes​

We've also squashed some bugs in this release:

  1. ChromeExtension Tabular View issue fixed (#13895).
  2. Live package status update resolved (#14054).
  3. Improved user experience in Chat Activity Log (#14127).
  4. Typo corrected in Sandbox message (#16766).
  5. UI issue with Date Picker Time Zone form fixed (#16784).
  6. Performance improvement in Pia Canvas - Backend now retrieves only the required ticket statuses, improving scalability and performance (#17783).
  7. Error accessing tickets in Pia pod resolved - Issue with tickets showing error messages in Pia pod and partner tickets accessed through the tenant portal fixed (#17991).
  8. Import from ConnectWise streamlined - Now imports only specific company types instead of all clients (#18346).
  9. Blacklist Email Get User Hierarchy Error fixed - Resolved error retrieving user hierarchy for Blacklist Email in Manage Protect due to incorrect token and missing login token retrieval method (#18452).

Version: 1.0.20230322.49

Includes details of:

  • 4 New Features
  • 14 Feature Enhancements
  • 1 Integrations
  • 21 Bug Fixes

The major issues covered by this release are: Email alert on Scheduled Automation failure; AutoTask Chrome extension improvements; Time Zone support added to scheduler; Improved the ITGlue synchronisation; Addoption Report enhancements and bug fixes; and Microsoft Graph API and delegated consent token bug fixes.

IDChange TypeTitle
5670New FeatureNew Chatbot field type - Editable Table Format
8745New FeatureEmail alert on Scheduled Automation failure
11237New FeatureAutomation suggestions now tracked
13294New FeaturePia Chatbot text box now opens Automation search
7895Feature EnhancementTime Zone support added to scheduler
8687Feature EnhancementNew User Automation presents a list of domains for Primary SMTP Address
8826Feature EnhancementUI improvements to Pia AutoTask Chrome extension
11640Feature EnhancementPia branding added to Orchestrator Agent
12268Feature EnhancementAdoption Report filtering out non-Pia clients
12833Feature EnhancementScheduled Packages page now displays the ticket number
13498Feature EnhancementImproved Adoption Report tile labelling
13508Feature EnhancementAdoption Report links to Pia Learn article
13833Feature EnhancementImproved Adoption Report classification of Pia Serviceable tickets
13834Feature EnhancementImproved Adoption Report performance
14064Feature EnhancementImproved Adoption Report's Missed Opportunities table
14279Feature EnhancementImproved Adoption Report's Requires Investigation statistic
14943Feature EnhancementConnected Services prevents users from creating multiple Ticketing systems
15507Feature EnhancementOptimise AutoTask API usage triggered by webhooks
3412IntegrationUpdated IT Glue Connected Service synchronisation
11073Bug FixTerminate User not displaying forms
13727Bug FixAutomation filters not working together (Developer)
14204Bug FixEmpty optional fields being marked as required
14221Bug FixAdoption Report Weekly Tickets incorrectly showing 0%
14282Bug FixTerminate User getting stuck
15000Bug FixPia trying to run on agents that have not been activated or are offline
15681Bug FixIT Glue integration cannot get IT Glue Organisation selected
15973Bug FixTerminate User failing for some users
16138Bug FixTerminate User (Cloud Hybrid) failing due to delegated consent token missing
16104Bug FixUndo and Redo not working in Package Editor
16419Bug FixCreate Shared Mailbox (Cloud-Only) receiving OutOfMemoryException
16553Bug FixScheduled Packages failed to run
16938Bug FixNew User (Semi-Hybrid) can't retrieve delegated token
17208Bug FixAutomation using the wrong Microsoft Graph API authorisation
17297Bug FixAdoption Report showing the incorrect number for Serviceable Tickets
17301Bug FixAdoption Report not showing user for completed tickets
17369Bug FixAdoption Report not populating details
17472Bug FixAdoption Report not populating details
17578Bug FixAdoption Report including old tickets in Missed Opportunities
17865Bug FixAdoption Report appears blank after selecting bard
18142Bug FixReset Network Password hangs and does not respond

Ticket Details

New Features​

5670​

Change TypeNew Feature
TitleNew Chatbot field type - Editable Table Format
DetailsThe New Editable Table format has been made available for use in the Pia Chatbot. This will make it easier to present tabulated data to users, which they can edit.

Ticket Summary

8745​

Change TypeNew Feature
TitleEmail alert on Scheduled Automation failure
DetailsScheduled Automations now email alerts to the user that scheduled them if they failed to run at the scheduled time or if there were errors when they ran. This will improve the visibility of errors in Scheduled Tasks.

Ticket Summary

11237​

Change TypeNew Feature
TitleAutomation suggestions now tracked
DetailsAutomation suggestions made by Pia to engineers are now tracked. This will be used to improve reporting on missed opportunities to Partners.

Ticket Summary

13294​

Change TypeNew Feature
TitlePia Chatbot text box now opens Automation search
DetailsClick in the text box at the bottom of the Pia Chatbox will now open the Automation Chooser.

Ticket Summary

Feature Enhancements​

7895​

Change TypeFeature Enhancement
TitleTime Zone support added to scheduler
DetailsScheduled Tasks now support selecting a Time Zone with the scheduled time. This will help Partners with clients in different time zones schedule more accurately.
Ticket Summary

8687​

Change TypeFeature Enhancement
TitleNew User Automation presents a list of domains for Primary SMTP Address
DetailsA new option has been added to the New User Automation's Configuration. When enabled the Automation will present the SD Engineer with a list of domains to use for the Primary SMTP Address.

Ticket Summary

8826​

Change TypeFeature Enhancement
TitleUI improvements to Pia AutoTask Chrome extension
DetailsUI improvements were made to the Pia AutoTask Chrome extension.

Ticket Summary

11640​

Change TypeFeature Enhancement
TitlePia branding added to Orchestrator Agent
DetailsPia branding will now be added to new Orchestrator Agent installs and updates to avoid confusion. A 'Pia.' prefix will be added to the install folder, agent service executable, service name and installer so that they are better identified as Pia components.

Ticket Summary

12268​

Change TypeFeature Enhancement
TitleAdoption Report filtering out non-Pia clients
DetailsImprovements were made to the Adoption Report to filter out non-Pia clients from the different reporting criteria.

Ticket Summary

12833​

Change TypeFeature Enhancement
TitleScheduled Packages page now displays the ticket number
DetailsThe Scheduled Packages page in the Pia Portal now has a 'TICKET #' column which displays the ticket number the package was run for.

Ticket Summary

13498​

Change TypeFeature Enhancement
TitleImproved Adoption Report tile labelling
DetailsIn the Adoption Report the labelling of tiles has been improved by removing unneeded subtitles. More information about each box is available via the linked Pia Learn article.

Ticket Summary

13508​

Change TypeFeature Enhancement
TitleAdoption Report links to Pia Learn article
DetailsOn the Adoption Report screen a link has been added that takes users to the Adoption Report article on Pia Learn. Just click the blue circle with an 'i' in the top right corner.

Ticket Summary

13833​

Change TypeFeature Enhancement
TitleImproved Adoption Report classification of Pia Serviceable tickets
DetailsThe Adoption Report now separates Pia Serviceable tickets into Supported Clients and Unsupported Clients. There are now 2 tiles, one each for Serviceable and Unserviceable Clients, and the 'Pia Serviceable' table has an 'Is Supported Client' column.

Ticket Summary

13834​

Change TypeFeature Enhancement
TitleImproved Adoption Report performance
DetailsPerformance improvements were made to the Adoption Report so it can return statistics much faster.

Ticket Summary

14064​

Change TypeFeature Enhancement
TitleImproved Adoption Report's Missed Opportunities table
DetailsIn the Adoption Report, add Client, User and Confidence columns to the Missed Opportunities table to improve information about missed opportunities.

Ticket Summary

14279​

Change TypeFeature Enhancement
TitleImproved Adoption Report's Requires Investigation statistic
DetailsThe Adoption Report's Requires Investigation statistic now includes tickets where the Automation was cancelled. This includes both tickets where the Automation failed/errored or was manually cancelled.

Ticket Summary

14943​

Change TypeFeature Enhancement
TitleConnected Services prevents users from creating multiple Ticketing systems
DetailsThe Connected Services now prevent users from accidentally adding a second Ticketing system if one is already set up.

Ticket Summary

15507​

Change TypeFeature Enhancement
TitleOptimise AutoTask API usage triggered by webhooks
DetailsCalls to AutoTask APIs triggered by webhooks have been optimised to reduce load on the AutoTask API. Webhook calls for Clients that are not supported by Pia will now be ignored.

Ticket Summary

Integrations​

3412​

Change TypeIntegration
TitleUpdated IT Glue Connected Service synchronisation
DetailsThe IT Glue Connected Service component has been updated to improve synchronisation.

Ticket Summary

Bug Fixes​

11073​

Change TypeBug Fix
TitleTerminate User not displaying forms
DetailsFixed an issue where the Terminate User Automation was not displaying forms in some circumstances. The Automation is displaying corms correctly now.

Ticket Summary

13727​

Change TypeBug Fix
TitleAutomation filters not working together (Developer)
DetailsFixed an issue where the 'system_ticketing' and 'client_condition' were not working together when building Automations. These filters now work together.

Ticket Summary

14204​

Change TypeBug Fix
TitleEmpty optional fields being marked as required
DetailsFixed an issue where optional fields were being marked as required in some circumstances. Optional fields are now correctly treated as optional.

Ticket Summary

14221​

Change TypeBug Fix
TitleAdoption Report Weekly Tickets incorrectly showing 0%
DetailsFixed an issue where the Adoption Report's Weekly Tickets tile was showing '0%' even if tickets had been Automated by Pia. The correct percentage value is displayed now.

Ticket Summary

14282​

Change TypeBug Fix
TitleTerminate User getting stuck
DetailsFixed an issue where the Terminate User Automation would get stuck in some circumstances. The Automation works correctly now.

Ticket Summary

15000​

Change TypeBug Fix
TitlePia trying to run on agents that have not been activated or are offline
DetailsFixed an issue where Pia was failing when trying to run Automations on Agents that had not been activated or were offline. Pia now checks that the Agent has been activated and is online before trying to run Automations on the Agent.

Ticket Summary

15681​

Change TypeBug Fix
TitleIT Glue integration cannot get IT Glue Organisation selected
DetailsFixed an issue where the ITGlue Procedure Sync in the Client Dashboard would fail if the Client's name contained an ampersand '&'. Names that contain '&'s are now handled correctly.

Ticket Summary

15973​

Change TypeBug Fix
TitleTerminate User failing for some users
DetailsFixed an issue where the Terminate User Automation was failing for users with a non-standard email address format. Pia now handles the additional email address format.

Ticket Summary

16138​

Change TypeBug Fix
TitleTerminate User (Cloud Hybrid) failing due to delegated consent token missing
DetailsFixed an issue where the Terminate User (Cloud Hybrid) Automation was unable to get the delegated consent token and failing in some circumstances. Fallbacks for retrieving the delegate consent token have been improved.

Ticket Summary

16104​

Change TypeBug Fix
TitleUndo and Redo not working in Package Editor
DetailsFixed an issue where the Undo and Redo operations were not working in the Package Editor in some circumstances. Undo and Redo work correctly now.

Ticket Summary

16419​

Change TypeBug Fix
TitleCreate Shared Mailbox (Cloud-Only) receiving OutOfMemoryException
DetailsFixed an issue where the Crate Shared Mailbox Automation (Cloud-Only) was failing due to an OutOfMemoryException in some circumstances. The Automation's memory problems have been resolved.

Ticket Summary

16553​

Change TypeBug Fix
TitleScheduled Packages failed to run
DetailsFixed an issue where Scheduled Packages were failing to run in some circumstances due to priority changes in some Ticketing System. The scheduler now schedules packages correctly.

Ticket Summary

16938​

Change TypeBug Fix
TitleNew User (Semi-Hybrid) can't retrieve delegated token
DetailsFixed an issue where the New User (Semi-Hybrid) wasn't about to retrieve the delegated token in some circumstances. The Automation now correctly retrieves the delegated token.

Ticket Summary

17208​

Change TypeBug Fix
TitleAutomation using the wrong Microsoft Graph API authorisation
DetailsFixed an issue where Automations were still using the old Microsoft Graph API authorisation after the Microsoft Graph API was re-authorised using a different Azure tenant. Microsoft Graph API re-authorisation now correctly stores the new Azure tenant.

Ticket Summary

17297​

Change TypeBug Fix
TitleAdoption Report showing the incorrect number for Serviceable Tickets
DetailsFixed an issue where the Adoption Report's Tickets Pia Serviceable tile was not matching details in the data table. The tile's value now matches the data table details.

Ticket Summary

17301​

Change TypeBug Fix
TitleAdoption Report not showing user for completed tickets
DetailsFixed an issue where the Adoption Report's Completed Tickets table was not displaying the name of the user in some circumstances. The Adoption Report now correctly displays the names of users who completed tickets correctly.

Ticket Summary

17369​

Change TypeBug Fix
TitleAdoption Report not populating details
DetailsPerformance improvements were made to the Adoption Report so it can return statistics much faster.

Ticket Summary

17472​

Change TypeBug Fix
TitleAdoption Report not populating details
DetailsPerformance improvements were made to the Adoption Report so it can return statistics much faster.

Ticket Summary

17578​

Change TypeBug Fix
TitleAdoption Report including old tickets in Missed Opportunities
DetailsFixed an issue where the Adoption Report was including old tickets in Missed Opportunities in some circumstances. The Adoption Report now displays the correct tickets.

Ticket Summary

17865​

Change TypeBug Fix
TitleAdoption Report appears blank after selecting bard
DetailsFixed an issue where the Adoption Report would appear blank after selecting a board in some circumstances. The Adoption Report now works correctly.

Ticket Summary

18142​

Change TypeBug Fix
TitleReset Network Password hangs and does not respond
DetailsFixed an issue where the Reset Network Password Automation was hanging and not responding in some circumstances. The Automation now works correctly.

Ticket Summary

Platform Release Notes for RC7 (RFC103) Version: 1.0.20230122.12

Includes details of:

  • 10 New Features
  • 3 Feature Enhancements
  • 1 Integration
  • 11 Bug Fixes

The major issues covered by this release are: Define a signature for Pia email; added permission levels for Adoption Report and Client access; performance improvements for maintenance tasks; add Slack Connected Service; improved Automation suggestions; and fixed IT Glue Connect Service test failures.

Ticket Summary

IDChange TypeTitle
2042New FeatureDefine a signature for email sent by Pia
6026New FeatureAgent activities can be cancelled
9401New FeatureChatbox now show date/time with conversations
10379New FeatureAdd Ability to retry Automation is agent unavailable
10935New FeatureInstall Extension button added to AutoTask Connected Service screen
11506New FeatureAdd the ability to restrict Engineers' access to Clients
12233New FeatureAdd Adoption Report access level
12353New FeatureAdded ability to activate Pia Agents during an Automation
12937New FeatureView which users have Pia Animations Enabled
13124New FeatureAuto updating in off-peak hours
4111Feature EnhancementUser Interface improvements for ConnectWise Connected Service
12784Feature EnhancementEnhanced Audit Log Notes
13573Feature EnhancementPerformance improvement of background maintenance tasks
7639IntegrationAdd Connected Service Slack
12517Bug FixLong running packages failing with timeout
13594Bug FixPia not suggesting Automations for some email
13610Bug FixChatbox getting stuck for long activity names
13850Bug FixIT Glue Connected Service API test failing
13877Bug FixAutoTask heavy traffic experiencing throttling
14441Bug FixAdoption Report mistagging some clients
14811Bug FixPia Activity Log not showing activity
15060Bug FixWebhook dialog box opens blank
15494Bug FixNew User Automation producing JSON string in bad format error
15704Bug FixClients not displaying in Pia Portal
15906Bug FixAutomations failing to send email with Get Delegate error

Ticket Details

New Features​

2042​

Change TypeNew Feature
TitleDefine a signature for email sent by Pia
DetailsPartners can now define a signature that is attached to email sent by Pia to their clients. This helps remove confusion so recipients can easily identify the source of the email.

Ticket Summary

6026​

Change TypeNew Feature
TitleAgent activities can be cancelled
DetailsAgent activities can now be cancelled by clicking the 'Cancel current Request' option in Pia or the 'Stop Package' option in Live Package Screens.

Ticket Summary

9401​

Change TypeNew Feature
TitleChatbox now show date/time with conversations
DetailsThe Chatbox now displays the data/time with conversations so Engineers can better track the time different actions happen.

Ticket Summary

10379​

Change TypeNew Feature
TitleAdd Ability to retry Automation is agent unavailable
DetailsAdded the ability for Pia Automations to retry if the Agent Service cannot be connected to. This allows an Engineer to make sure the Agent Service is available and ask the Automation to 'Try Again', without having to run through the Automation choices again.

Ticket Summary

10935​

Change TypeNew Feature
TitleInstall Extension button added to AutoTask Connected Service screen
DetailsAn Install Chrome Extension has been added to the AutoTask Connected Service screen to make installing the AutoTask Browser Extension easier.

Ticket Summary

11506​

Change TypeNew Feature
TitleAdd the ability to restrict Engineers' access to Clients
DetailsA Pia Admin can now restrict a Service Desk Engineer's access to Clients when using Pia. This means that, if an Engineer opens a ticket for a client they don't have permission for, they will not be able to use Pia Automations with that client.

Ticket Summary

12233​

Change TypeNew Feature
TitleAdd Adoption Report access level
DetailsAn Adoption Reports access level has been created so that Admin users can now grant access to the Adoption Report to non-admin users.

Ticket Summary

12353​

Change TypeNew Feature
TitleAdded ability to activate Pia Agents during an Automation
DetailsThe Chatbox now offers to activate a Pia Agent that has been installed and configured, but not yet activated in Pia. If a Pia Automation needs to run on a Pia Agent that has not yet been activated the Engineer will be prompted to activate the Agent.

Ticket Summary

12937​

Change TypeNew Feature
TitleView which users have Pia Animations Enabled
DetailsA Pia Admin can now easily view which users have Automation Enabled in the Users table.

Ticket Summary

13124​

Change TypeNew Feature
TitleAuto updating in off-peak hours
DetailsPia now schedules Automatic updates to happen in the off-peak hours based on a tenant’s timezone settings. This will reduce the interruptions caused to Partners by Pia updates.

Ticket Summary

Feature Enhancements​

4111​

Change TypeFeature Enhancement
TitleUser Interface improvements for ConnectWise Connected Service
DetailsThe ConnectWise Connected Service page has had a number of elements renamed or moved to improve user understanding and better group functionality. This includes the 'Integration' tab being split into 'API Credentials' and 'Integration' 'tabs, and webhook sections being better labelled.

Ticket Summary

12784​

Change TypeFeature Enhancement
TitleEnhanced Audit Log Notes
DetailsThe Audit Log for Automations has been enhanced to store more details about the Automation runs. This will give a SD Engineer more information and a better ability to troubleshoot if there is a failure.

Ticket Summary

13573​

Change TypeFeature Enhancement
TitlePerformance improvement of background maintenance tasks
DetailsSystem performance improved by optimising background maintenance tasks.

Ticket Summary

Integrations​

7639​

Change TypeIntegration
TitleAdd Connected Service Slack
DetailsAdd Slack as a Connected Service with the intent to allow Automation to notify Engineers via Slack messages.

Ticket Summary

Bug Fixes​

12517​

Change TypeBug Fix
TitleLong running packages failing with timeout
DetailsFixed an issue where long running Automations were receiving timeout errors. Improved Pia's handling of Automations that take longer to run so that they don't timeout.

Ticket Summary

13594​

Change TypeBug Fix
TitlePia not suggesting Automations for some email
DetailsFixed an issue where the ML Model was not suggesting Automations for email that contained a 'mailguard' component in the message. Pia now suggests appropriate Automations

Ticket Summary

13610​

Change TypeBug Fix
TitleChatbox getting stuck for long activity names
DetailsFixed an issue where the Chatbox was getting stuck when activity names were too long. The allowed activity name length has been increased to handle long names.

Ticket Summary

13850​

Change TypeBug Fix
TitleIT Glue Connected Service API test failing
DetailsFixed an issue where the IT Glue Connected Service was incorrectly reporting a connection failure when testing the API connection in some circumstances. The API connection test now correctly reports success or failure.

Ticket Summary

13877​

Change TypeBug Fix
TitleAutoTask heavy traffic experiencing throttling
DetailsFixed an issue where heavy traffic to AutoTask was experiencing throttling. Pia communication with AutoTask has been optimised to avoid throttling.

Ticket Summary

14441​

Change TypeBug Fix
TitleAdoption Report mistagging some clients
DetailsFixed an issue where the Adoption Report's Clients in Scope table was showing tags that no longer applied in some circumstances. The Adoption Report now shows the correct tags in this table.

Ticket Summary

14811​

Change TypeBug Fix
TitlePia Activity Log not showing activity
DetailsFixed an issue where Pia Automation where working correctly but the Pia Pod Activity Low was not showing any activity in some circumstances. The Activity Log now shows activity correctly in these circumstances.

Ticket Summary

15060​

Change TypeBug Fix
TitleWebhook dialog box opens blank
DetailsFixed an issue where the new Webhook dialog box would open but appear blank in some circumstances. The webhook dialog box appears correctly now.

Ticket Summary

15494​

Change TypeBug Fix
TitleNew User Automation producing JSON string in bad format error
DetailsFixed an issue where the New User automation was displaying a JSON string in bad format error in some circumstances. The Automation now works correctly in these circumstances.

Ticket Summary

15704​

Change TypeBug Fix
TitleClients not displaying in Pia Portal
DetailsFixed an issue where the Clients screen in the Pia Portal was blank in some circumstances. The Clients screen displays correctly now.

Ticket Summary

15906​

Change TypeBug Fix
TitleAutomations failing to send email with Get Delegate error
DetailsFix an issue where Automations were displaying a Get Delegate error when trying to send email in some circumstances. Automations sending email send email correctly.

Ticket Summary

Intro

Platform Release Notes for RC6 (RFC83) Version: 1.0.20221218.23

Includes details of:

  • 5 New Features
  • 6 Feature Enhancements
  • 1 Integration
  • 10 Bug Fixes

The major issues covered by this release are: Adoption Report improvements and bug fixes; User Interface improvements, including auto feedback and timezone displayed; Integration with Office 365 to improve sending Pia email; and Chatbox Automation suggestion improvements

Also available, is the latest version of the [AutoTask Browser Extension].

Ticket Summary

IDChange TypeTitle
5887New FeatureForm checking to prevent Chatbox session errors
8682New FeaturePia Chatbox can provide audio feedback when Pia responds to an Engineer request
8916New FeatureAdded extra variables to allow easier integration with Teams/Slack
9466New FeatureClient ID displayed on Client page
9946New FeatureLink clients in a parent-child relationship
10875New FeatureRestrict Engineer access to Software Screen
7575Feature EnhancementExtend the functionality of Pia Chrome extension for Autotask
7835Feature EnhancementPia Chatbox notifies Engineer if a ticket is already open
7837Feature EnhancementTimezone is displayed with Date/Time packer
8895Feature EnhancementImproved Pia Agent installation error logging
10709Feature EnhancementPerformance improvements when installing multiple Pia Agents at the same time
13524Feature EnhancementAdoption Report performance improvements
6156IntegrationAdd Connected Service Office 365 Email
9854Bug FixPia animation not being disabled if multiple tabs open
10923Bug FixText box being blank after submitting form
11619Bug FixHover over multi-select form elements not showing correct information
11637Bug FixUnable to export Chatbox history
11972Bug FixChatbox: Misleading ticket closed notification
12523Bug FixChatbox not starting suggested Automation
12681Bug FixAgent fails to execute looped activity
13373Bug FixAdoption Report Data Table page selector not working
13946Bug FixTickets appearing on multiple tabs of Adoption Report
13947Bug FixAdoption Report: Incorrect count for Pia Champions tile

Ticket Details

New Features​

5887​

Change TypeNew Feature
TitleForm checking to prevent Chatbox session errors
DetailsAdd form checking to catch where a malformed form could break a Chatbox session.

Ticket Summary

8682​

Change TypeNew Feature
TitlePia Chatbox can provide audio feedback when Pia responds to an Engineer request
DetailsAdded the ability for the Pia Chatbox to play a beep sound when Pia responds to an Engineer if the Chatbox is on a hidden window or tab. The feature is disabled by default but easily enabled by clicking on the Pia Chatbox header.

Ticket Summary

8916​

Change TypeNew Feature
TitleAdded extra variables to allow easier integration with Teams/Slack
DetailsAdd extra variables to allow Automations to more easily send messages via Teams and Slack.

Ticket Summary

9466​

Change TypeNew Feature
TitleClient ID displayed on Client page
DetailsThe Client page now displays the ID of each client in a new column.

Ticket Summary

9946​

Change TypeNew Feature
TitleLink clients in a parent-child relationship
DetailsClients can now be linked in a parent-child relationship. This allows the child client to utilise the parent client's resources, such as the AD server.

Ticket Summary

10875​

Change TypeNew Feature
TitleRestrict Engineer access to Software Screen
DetailsAdd restrictions to the Software Screen so that only Engineers with the correct permission level can make additional software available for installation. This feature stops unnecessary software from being made available to install.

Ticket Summary

Feature Enhancements​

7575​

Change TypeFeature Enhancement
TitleExtend the functionality of Pia Chrome extension for Autotask
DetailsThe Pia Chrome extension for Autotask's functionality has been extended so that now Live Activities View is also displayed in Autotask.

Ticket Summary

7835​

Change TypeFeature Enhancement
TitlePia Chatbox notifies Engineer if a ticket is already open
DetailsIf an Engineer opens a ticket that is already open by another Engineer the Pia Chatbox displays an orange banner to notify them the ticket is already open and the Engineer working on it.

Ticket Summary

7837​

Change TypeFeature Enhancement
TitleTimezone is displayed with Date/Time packer
DetailsThe Timezone is now displayed beside selected Data and Time and with the Date/Time packer. This is designed to remove confusion when selecting a scheduled time for a job.

Ticket Summary

8895​

Change TypeFeature Enhancement
TitleImproved Pia Agent installation error logging
DetailsThe Pia Agent installer now writes more human-readable error messages if there are errors when installing the Pia Agent.

Ticket Summary

10709​

Change TypeFeature Enhancement
TitlePerformance improvements when installing multiple Pia Agents at the same time
DetailsPia has implemented performance enhancements to remove issues that were causing timeout when installing multiple Pia Agents at the same time.

Ticket Summary

13524​

Change TypeFeature Enhancement
TitleAdoption Report performance improvements
DetailsPerformance improvements have been made to speed up the population of the Adoption Report.

Ticket Summary

Integrations​

6156​

Change TypeIntegration
TitleAdd Connected Service Office 365 Email
DetailsAdd Office 365 Email as a connected service with the intent to simplify the way Automations are authenticated to send email.

Ticket Summary

Bug Fixes​

9854​

Change TypeBug Fix
TitlePia animation not being disabled if multiple tabs open
DetailsFixed an issue where, if Pia was open in multiple tabs and the Pia Animation was disabled in one, the animation would not be disabled in all tabs. The animation is now disabled in all tabs if disabled in one tab.

Ticket Summary

10923​

Change TypeBug Fix
TitleText box being blank after submitting form
DetailsFixed an issue where a text box in a Chatbox form would become blank after the form was submitted in some circumstances. The Chatbox forms now retain text after submitting forms.

Ticket Summary

11619​

Change TypeBug Fix
TitleHover over multi-select form elements not showing correct information
DetailsFixed an issue where the Hover over a multi-select form element was not displaying the correct information. Hovers now correctly display the option's value.

Ticket Summary

11637​

Change TypeBug Fix
TitleUnable to export Chatbox history
DetailsFixed an issue where Chatbox history would fail to export. Chatbox history now exports correctly.

Ticket Summary

11972​

Change TypeBug Fix
TitleChatbox: Misleading ticket closed notification
DetailsFixed an issue where Pia was stating the ticket was closed if it was unable to access a ticket. Pia now notifies Engineers if they could not access the ticket.
This can occur if permissions have not been set up correctly for Pia to access your Ticketing System.

Ticket Summary

12523​

Change TypeBug Fix
TitleChatbox not starting suggested Automation
DetailsFixed an issue where the Chatbox was not starting the suggested Automation when clicking 'Start Suggested' in some circumstances. The Chatbox is correctly starting suggested Automations now.

Ticket Summary

12681​

Change TypeBug Fix
TitleAgent fails to execute looped activity
DetailsFixed an issue where an Automation was failing to execute actions on an Agent when run in a loop. Automations now execute actions in loops correctly.

Ticket Summary

13373​

Change TypeBug Fix
TitleAdoption Report Data Table page selector not working
DetailsFixed an issue where the page selector in the Adoption Report's Data Table was not working. The page selector works correctly.

Ticket Summary

13946​

Change TypeBug Fix
TitleTickets appearing on multiple tabs of Adoption Report
DetailsFixed an issue where some tickets were incorrectly classified as both 'Pia Tickets' and 'Missed Opportunities' on the Adoption Report. Tickets are now classified correctly, and only appear on one tab of the Data Table.

Ticket Summary

13947​

Change TypeBug Fix
TitleAdoption Report: Incorrect count for Pia Champions tile
DetailsFixed how the Adoption Report calculates the value of the Pia Champions - Pia Serviceable

Ticket Summary