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SmartForms

Pia SmartForms bridges the information gap between your Clients and your Service Desk. With this feature, your clients can submit Service Desk requests directly by filling out necessary information in the presented form in the SmartForms portal.

This reduces the back and forth between your Service Desk Engineer and your client saving you time. Pia will automatically create a ticket in your ticketing system for the submitted form and even execute Pia Automation using Zero Touch Automation.

SmartForms for your business​

Pia aims to enhance the efficiency of your Service Desk by lowering the processing time for each ticket and by increasing the overall ticket processing rate. With SmartForms, we aim to further reduce the time between when a request is submitted to when the action is performed.

One of the most important features of SmartForms is Zero Touch Automation. By selecting this option, the execution of the automation only necessitates your Service Desk to review client-provided information in the following specific scenarios:

  • If there are validation issues
  • When the engineer wants to examine the details provided by the client

In all other cases, Pia will automatically execute the required automation based on the submitted request, eliminating the need for the engineer to manually initiate the process.

Important

You can switch Zero Touch Automation On/Off on a per client basis.

SmartForms Features​

Configuration of the SmartForms Portal occurs through the SmartForms screen within the Pia Partner Portal. The various options enable you to:

  • Customize different areas of the SmartForms Portal
  • Manage User Access to the SmartForms Portal
  • Manage the availability of Forms for each Client
  • Configure SmartForms based on client requirements (Eg. Zero Touch Automation)
  • Customize the attributes for the tickets that are created upon submission of a SmartForms request

Navigate the Quick Links section below to find more information on each of the mentioned functionalities.

  1. Activate SmartForms on your tenant with SmartForms Introduction
  2. Setup Whitelabelling to Customize the SmartForms portal to your branding with SmartForms Whitelabelling
  3. Configure SmartForms Ticket defaults for your ticketing system with SmartForms Ticketing Defaults
  4. Configure Client(s) and Admin Users for your SmartForms Portal with SmartForms Clients Setup
  5. Configure the Form settings, including ticketing defaults on a per form basis and zero touch automation with SmartForms Forms Setup
  6. Manage Users and their Permissions in your SmartForms Portal with SmartForms User Management
  7. Finally, submit a test SmartForm to prove the configuration is working and view the request in the Pia Chatbot on the ticket to see the results with Submitting a SmartForm Request

Frequently Asked Questions​

If a Partner has gone through and set defaults for several packages and clients, what happens when they introduce SmartForms? Do they lose defaults that are already configured in the Automations?

When SmartForms is activated for a client, the Package Configuration for SmartForm Automations retrieves the configuration from the relevant package in the same environment type. For instance, the configuration defaults saved for the "Staff Onboarding Package" in the corresponding environment type will be utilized by the Staff Onboarding SmartForm Automation.

As a result, any defaults established for packages and those specific to clients remain intact. The SmartForms Automations will access the information previously saved by the Partner, eliminating the need for you to reconfigure client-specific details.