Glossary of Terms

Step into the Pia universe! 🗺️ 🧭 Navigate your way through the Pia language with this glossary, defining the terms you come across that may make you scratch your head 🤯.

Automation (aka Package):
An automation package is a discrete procedure or process which Pia can execute to perform a sequence of actions. Automation packages can be started by the Pia Chatbot, Scheduled or even initiated via an external event such as when a ticket is created in your ticketing system. A commonly used automation package that ships with Pia is the "User Onboarding" automation - this automation allows you to create new user accounts for your clients when they onboard a new member of staff.

Activity:
PowerShell actions that are created in the Activity Editor and executed within a package to accomplish necessary tasks.

Connected Services:
In Pia, the configuration of Connected Services enables an API connection between your Pia portal and the third-party service you are utilizing.

Extension Automations:
Extension Automations enable you to extend the Pia aiDesk automations to perform additional tasks as per your business requirement.

Global Configuration Form:
The Global Configuration form is accessible within the Pia Portal's Client Dashboard and is a part of the setup and onboarding of your clients into Pia. The values stored within this form are retrievable by all packages (as required) during their execution.

Package Conditions:
A Package Condition is added to a package to define the scenarios where the package will execute. For Example, you can schedule automations, enable automatic execution of automations when a ticket is added to your ticketing system, control how your automations appear in the Pia chatbot.

Pia Agent Service:
The installation of the Pia Agent Service on your device enables Pia to performs actions in your computer. This service interacts with Pia, providing device information and performing actions as the package executes.

Sandbox:
A sandbox in Pia allows you to create custom automation in isolation from live mode. In fact, you can only create them when you are in a sandbox!

Triage:
This is an automated procedure of redistributing and allocating incoming Service Desk tickets to engineers. Pia provides a triage package which can be configured according to our Service Desk process.

Whitelist:
The Whitelist is a feature that allows you to specify devices, email addresses and phone numbers that your automation packages are allowed to interact with in your sandbox.