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AI AutoStart

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Overview​

Pia’s AI AutoStart is perfect for automatically starting Automation packages as soon as a ticket lands in your PSA, allowing you to capture crucial information at the exact moment your client raises the issue. Instead of waiting for the technician to start the Automations themselves, AI AutoStart ensures that automated processes are triggered immediately, providing valuable snapshots and data right when the problem occurs. This proactive approach helps reduce resolution times and improves the overall accuracy of support.

When Pia receives a New or Updated ticket from your PSA, Pia will analyze the classification of the ticket (in the Subject & Body) using text-based classifications (see AI Analysis) and machine learning.

caution

AI AutoStart will not run if an Automation has already been started against the same ticket (in the Pia Chatbot).

To get you started, Pia is initially launching two AI AutoStart Automations:

  1. OneDrive Troubleshooting, and
  2. Computer Performance Troubleshooter.

What this means for you, is when we launch AI AutoStart for more of our native Automations, you have the ability to manage them in the AI Triage > AI AutoStart tab to turn them on and off, change the confidence levels, and use the client filters!

Configuring AI AutoStart​

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  • Automations that are AI AutoStart supported and published will be listed in the AI AutoStart tab.
  • For further support and assistance contact our Partner Support.
  • AI AutoStart rules are off by default (i.e. toggled to No).

Configuration​

  1. Navigate to AI Triage > AI AutoStart, select from the available AI AutoStart Automations.

  2. Click on the "Yes" option under the AutoStart column to enable the AutoStart rule. Pia will start processing tickets which fall under the ticket classification to run automations.

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  • To edit and configure click the pencil icon on the right hand side of the rule. alt text

The AutoStart Settings popup will show.

  • Only AutoStart for the following clients​

    • All Clients: applies to ALL current clients that the AutoStart Automation will apply to, including new Clients.
    • Custom: Allows you to apply the filter to selected clients, with the additional option to turn on (toggle: YES) to Apply this rule for new Clients.

  • Pia's confidence level to AutoStart (*)​

    • is the minimum threshold required to AutoStart, categorized into Low, Medium, or High. This allows users to set when the automation should trigger, based on the confidence level of the ticket.

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Refer to AI AutoStart Condition custom conditions.

Pia's AI AutoStart Automations​

  • Pia's 5 new Troubleshooter AutoStart Automations:
OneDrive Troubleshooting AutoStart Automation
OneDrive Troubleshooting allows you to diagnose and resolve issues with OneDrive for Business, coupled with our new AI AutoStart, we can begin the diagnostic process before your technicians have even opened the ticket.

The OneDrive Troubleshooter checks:

  • if the user has an account setup via OneDrive,
  • if that account is syncing or has errors,
  • if that account is exceeding the allowable file limit size on the disk,
  • if there are errors relating to OneDrive failure in the event log,
  • if Pia can even detect if OneDrive is running,
  • if the user is detected as being logged into OneDrive.

Flow

    1. Client submits a ticket via the PSA including their email.
    2. The Pia Automation AutoStarts, the Pia Chatbot details the automations that are being run. A list of profiles are retrieved from that machine, then Pia automatically runs the troubleshooting steps against the profiles.
    3. Largest File is detailed. Additional Actions are offered, the User is provided the option to "Cancel", "No, Skip", or "Yes" through each automated scan.
    4. In the Pia Chatbot, a Diagnostic Result is produced for the user. The AutoStart Automation is complete.

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Computer Performance Troubleshooter AutoStart Automation
Computer Performance Troubleshooter is a powerful automation to automatically run as it captures the diagnostic data in real time as the ticket is submitted. This expedites the diagnostic and information gathering stage for the engineer helping reach issue and ticket resolution faster.

Flow

  1. Client submits a ticket via email, including their email that their PC is running slow. The ticket is ingested in Pia, provided the ticket confidence level is met, and matches the categorization to match an appropriate automation.
  2. Pia Automatically runs the Automation and automatically troubleshoots on the submitter's workstation.
  3. In the Pia Chatbot, a Diagnostic Result is produced for the user. alt text
  • This is the Printer Friendly, Full Report (sample) alt text
Printer Troubleshooter Automation
With the Printer Troubleshooter automation, you can diagnose and troubleshoot printer issues within your network. Pia will retrieve and present a list of users and machines that you can select from to troubleshoot the issues on.

Flow

  1. Client submits a ticket via email. The ticket is ingested in Pia, provided the ticket confidence level is met, and matches the categorization to match an appropriate automation.
  2. Pia Automatically runs the Automation and automatically troubleshoots the Printer issues on the selected user's machine.
  3. In the Pia Chatbot, a Diagnostic Result is produced along with a list of self healing actions that the engineer can select from if Pia detects issues within the printer.

Outlook Mail Flow Troubleshooter Automation
The Outlook Mail Flow Troubleshooter allows you to resolve mail flow issues within your Outlook. This automation can be used in scenarios where an Outlook user is not able to receive a mail or send a mail to another user.

Flow

  1. Client submits a ticket via email. The ticket is ingested in Pia, provided the ticket confidence level is met, and matches the categorization to match an appropriate automation.
  2. Pia Automatically runs the Automation and automatically troubleshoots on the submitter's outlook.
  3. In the Pia Chatbot, a Diagnostic Result is produced for the user.
  • This is the Printer Friendly, Full Report (sample)
Computer Space Cleanup Automation
Computer Disk Space Cleanup helps technicians quickly identify and remediate low disk space issues on managed devices. When combined with AI AutoStart, the automation can begin investigating storage-related incidents before a technician has even opened the ticket, reducing resolution times and accelerating troubleshooting.

The Computer Disk Space Cleanup automation checks:

  • If a device associated with the ticket can be identified automatically.
  • If a specific drive letter can be detected from the ticket details.
  • Which drives are reporting low disk space.
  • If temporary files can be safely removed to reclaim storage.
  • If additional disk cleanup actions can be performed automatically.
  • Which folders or directories are consuming the most storage space.
  • If a Tree View analysis should be generated to provide a detailed breakdown of disk usage.
  • If the affected drive remains low on space after automated cleanup actions have been completed.

Flow

    1. A user submits a disk space related ticket through the PSA platform.
    2. AI AutoStart analyzes the ticket and, when confidence thresholds are met, attempts to identify:
      - The affected device.
      - The affected drive or volume.
      - Whether automated remediation is permitted.
    3. If a device can be identified, the automation connects to the endpoint and assesses current disk space conditions.
    4. Depending on the configured options, the automation may:
      - Perform temporary file cleanup activities.
      - Execute additional storage reclamation tasks.
      - Scan low-space volumes.
      - Generate a detailed Tree View analysis highlighting folders consuming the most disk space.
    5. Upon completion, the automation reviews the affected volume and reports:
      - Disk space has been successfully recovered.
      - Reported drive is still experiencing low disk space.
      - Any remaining volumes that require manual investigation.
    6. Diagnostic results and audit notes are recorded, providing technicians with a clear summary of findings, actions taken, and recommended next steps.

Try it out for yourself!​

Trigger the Automation via the Pia Chatbot. Run the Troubleshooter Automation on your workstation today!

Custom Automations​

Looking for a way to AutoStart your Custom Packages? YES YOU CAN! Click here.