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Legacy Pia Triage

Pia currently supports triage capability with 3 primary features:

  • Ticket Classification
  • Ticket Stamping
  • Ticket Routing

Triage Updates​

Development of the triage feature is ongoing, and, yes - we have received many feature requests.

Some key updates:

  • 2022-11-17 Triage was released with ticket classification, stamping and routing functionality.
  • 2023-01-11 Triage "Route to Board" feature is released, you can now configure board routing rules and 2 additional mapping rules can be created to support routing from board to board and stamping tickets from AI Classification into multiple board mappings.
  • 2023-03-20 Triage routing and stamping now accept custom text fields.
  • 2023-03-28 Triage now logs its activity within the System Audit Log

Intro Video​

Watch the video below for a live view of this working.

Triage Automation

important

This is an initial release of the triage automation. It has some limitations as specified under the configuration heading below. In addition, it has been built to only support ConnectWise and Autotask ticketing systems at this time.

Using Pia's automation platform, triage is currently available as an automation package called Pia: Triage.

Basic Flow​

The basic flow of this package is:

  1. As a ticket is created or updated in the ticketing system, an initial filter is evaluated to determine tickets which are "in scope" prior to executing this package. This typically consists of a simple board filter.
    • An example board filter is: board.name == "Board A" || board.name == "Board B".
    • Read more on Condition Filter Expressions to see more examples and learn more This can be read as "triage tickets which exist on Board A or Board B".
  2. The Triage automation will evaluate a set of conditions as defined in the triage configuration. See below on how to configure this and the options currently available.
  3. The Triage automation will then perform actions such as:
    • Stamping the ticket with the Type, SubType and Item
    • Assigning the ticket to a specific user (ticket owner/assignee)

Triage Package​

The triage automation is a package:

triage-automation3.png

Triage Log​

When it runs for a ticket, it will output its decision process in a detailed log that can be traced:

triage-output3.png

Triage System Audit Log​

Activity of the triage execution is logged within the System Audit Log. It tracks the actions of the triage system

  • If the Triage package successfully STAMPED the ticket (i.e. gave it a classification)
  • If the Triage package successfully ROUTED the ticket (i.e. assigned it to a different board/user)
  • The board the Triage package was ROUTED to (if successfully routed)
  • The classification it STAMPED on the ticket
  • The confidence score for the classification STAMPED on the ticket triage-package-audit-log1.png

Triage Configuration

This automation can be configured by modifying the JSON at the top of the automation package. Use the following guide to help with the configuration:

👀 Detailed config options
  • simulateOnly:
    • true or false
    • If true the automation will be put into simulation mode. This will mean that it will process tickets, but not actually perform the action. This is useful when testing the automation if you want to see what it would do in a specific scenario.
    • You can see the output log in the live packages view to help determine what decision would have been made for a specific ticket.
  • stampTicket:
    • true or false.
    • Set to true to turn on ticket stamping feature.
    • When this is enabled, stampTicket conditions will be checked and if a mappingSet is found, the ticket will have its Type, SubType and Item set according to the relevant mapping.
  • stampTicket_TYPE_MATCHES:
    • Leave empty if not using this condition.
    • If this is set, the ticket type must match the one set in the config before the triage automation will perform ticket stamping.
    • This condition is evaluated using regular expression (RegEx).
  • stampTicket_AI_SCORE_GREATER_THAN: Required
    • Set this to a number between 0 and 1.
    • If the AI Classification Score of the incoming ticket is greater than this condition, then ticket stamping will be performed.
  • mappings:
    • Multiple mappings may be provided for different boards (as some ticketing systems, such as ConnectWise, allow you to specify different ticket categories per board)
    • The default configuration gives a list of all available AI classifications which can be mapped to ticket categories which will be used to stamp the ticket
  • mappings > ai:
    • This is the AI Classification which Pia has classified the ticket.
    • The model categories are set and there are currently 32 of them.
    • They are represented in the format TYPE|SUBTYPE|ITEM. You can find a complete list at the bottom of this article.
  • mappings > classify:
    • This is the ticket category (as defined in the partner's ticketing system) for the applicable board which corresponds to the Pia AI Classification.
    • When the mapping conditions are met, this is the ticket category which will be set on the ticket (i.e. ticket stamping).
    • They are represented in the format TYPE|SUBTYPE|ITEM.
    • There are 3 valid formats for this value:
      • TYPE
      • TYPE|SUBTYPE
      • TYPE|SUBTYPE|ITEM
  • mappings > boardMappings:
    • This is a set of boards and classifications, it allows you to change the classification based on the source board as different classifications may be required on different boards.
  • mappings > boardMappings > board:
    • This is the source board, if a ticket is on the board, it will then be classified as per the 'classify' field.
  • mappings > boardMappings > classify:
    • This is the ticket category (as defined in the partner's ticketing system) for the applicable board which corresponds to the Pia AI Classification.
    • When the mapping conditions are met, this is the ticket category which will be set on the ticket (i.e. ticket stamping).
    • They are represented in the format TYPE|SUBTYPE|ITEM.
    • There are 3 valid formats for this value:
      • TYPE
      • TYPE|SUBTYPE
      • TYPE|SUBTYPE|ITEM
  • routeTicket:
    • true or false.
    • Set to true to turn on ticket routing feature.
    • When this is enabled, routeTicket conditions will be checked and actions will be applied according to the specific matched rule.
  • routeOnlyWhenStamping:
    • true or false.
    • Most cases, you will want this to be true. This ensures that routing only occurs once when the ticket is initially stamped.
  • routeRules > evaluationOrder:
    • Not currently used, but this will be used to determine the order in which rules are evaluated.
    • Rule processing stops when a rule is matched, so the order is important. Currently rules are evaluated in the order they are specified in the configuration
  • routeRules > condition_TICKET_CLASSIFICATION_MATCHES:
    • You may only use either condition_TICKET_CLASSIFICATION_MATCHES OR condition_TICKET_AI_CLASSIFICATION_MATCHES, not both
    • A route condition which applies the rule only if the ticket classification matches the one specified.
    • This is evaluated using regular expression (RegEx).
    • Leave empty to skip this condition.
  • routeRules > condition_TICKET_AI_CLASSIFICATION_MATCHES:
    • You may only use either condition_TICKET_CLASSIFICATION_MATCHES OR condition_TICKET_AI_CLASSIFICATION_MATCHES, not both
    • A route condition which applies the rule only if the ticket ai classification matches the one specified.
    • This is evaluated using regular expression (RegEx).
    • Leave empty to skip this condition.
  • routeRules > condition_CLIENT_MATCHES:
    • A route condition which applies the rule only if the client name of the ticket matches the one specified.
    • This is evaluated using regular expression (RegEx).
    • Leave empty to skip this condition.
  • routeRules > condition_CLIENT_CONTACT_IS_MVP:
    • Not currently in use. Needs further work.
  • routeRules > condition_CUSTOM_FIELD_MATCHES:
    • Specify a custom field in the ticketing system that the rule must match.
    • Supports Equals or NotEquals
    • Leave empty to skip this condition.
note

Example Formats for condition_CUSTOM_FIELD_MATCHES :

  • [{ "NotEquals": "Expert", "Field":"Customer Status" }]
  • [{ "Equals": "New", "Field":"Customer Status" }]
  • routeRules > condition_PIA_ENABLED_CLIENT:
    • If this is set to true, the rule will only apply to the clients with the "Engineer" Pia Status enabled.
  • routeRules > condition_AUTOMATION_AVAILABLE:
    • If this is set to true, the rule will only apply to the tickets that have the automation available.
  • routeRules > condition_CLIENT_CONTRACT_MATCHES:
    • Define the client contract name to match against when the rule applies to the ticket.
  • routeRules > action_ROUTE_TO_BOARD:
    • Specify a board which this ticket will be routed to if the conditions of the rule are matched.
  • routeRules > action_ROUTE_BOARD_STATUS:
    • Specify a status for the ticket to be assigned during routing.
  • routeRules > action_ROUTE_TO_ASSIGNEE:
    • Specify the member identifier of the assignee to route this ticket to.
  • routeRules > action_TICKET_CATEGORY:
    • Specify a ticket category the ticket will be assigned during routing (AutoTask Only).
  • routeRules > action_SET_CUSTOM_FIELD:
    • Specify a custom field to update.
    • Currently supports single line text fields.
note

action_SET_CUSTOM_FIELD format for ConnectWise: [{ "Id": Enter the ID number of the Sequence ID that matches here, "Value": "Enter value for field here", "Field":"Enter name of Field here." }]

action_SET_CUSTOM_FIELD format for Autotask: [{ "Value": "Enter value for field here", "Field":"Enter name of Field here." }]

To set the "action_SET_CUSTOM_FIELD" for ConnectWise, the Sequence ID for your Custom Field can be found in the Custom Fields section of ConnectWise as shown below:

See the sample configuration that can be used as a starting point for your Triage configuration:

👀 Sample Configuration
{
    "simulateOnly": false,
    "stampTicket": true,
    "stampTicket_TYPE_MATCHES": "MUST CHANGE",
    "stampTicket_AI_SCORE_GREATER_THAN": 0.6,
    "mappings": [
        {
            "ai": "Service Request|Staff Changes|New Staff",
            "boardMappings": [
                { "board": "MS - Internal",                           "classify": "Service Request|Staff Change|New User - SR" },
                { "board": "Professional Services",                   "classify": "" }
            ]
        },
        { "ai": "Incident|Account|Locked Out",                        "classify": ""  },
        { "ai": "Incident|Account|Password Reset",                    "classify": ""  },
        { "ai": "Incident|Application|Microsoft Teams",               "classify": ""  },
        { "ai": "Incident|Application|Outlook",                       "classify": ""  },
        { "ai": "Incident|Application|Remote Desktop",                "classify": ""  },
        { "ai": "Incident|Backup|File Recovery",                      "classify": ""  },
        { "ai": "Incident|Email|SPAM/Junk email",                     "classify": ""  },
        { "ai": "Incident|Mail|Email Bouncebacks",                    "classify": ""  },
        { "ai": "Incident|Mail|Outlook Mail Flow",                    "classify": ""  },
        { "ai": "Incident|Mail|Quarantine",                           "classify": ""  },
        { "ai": "Incident|Printing|Fault",                            "classify": ""  },
        { "ai": "Incident|VPN|Issues Connecting",                     "classify": ""  },
        { "ai": "Incident|Workstation|Slow Performance",              "classify": ""  },
        { "ai": "Service Request|Application|Install",                "classify": ""  },
        { "ai": "Service Request|Application|License",                "classify": ""  },
        { "ai": "Service Request|Application|Microsoft Office",       "classify": ""  },
        { "ai": "Service Request|Application|One Drive for Business", "classify": ""  },
        { "ai": "Service Request|Application|Remote Desktop",         "classify": ""  },
        { "ai": "Service Request|File Share|Permission Request",      "classify": ""  },
        { "ai": "Service Request|Mail|Calendar Permissions",          "classify": ""  },
        { "ai": "Service Request|Mail|Create / Delete Contact",       "classify": ""  },
        { "ai": "Service Request|Mail|Edit Distribution Group",       "classify": ""  },
        { "ai": "Service Request|Mail|Mail Redirect",                 "classify": ""  },
        { "ai": "Service Request|Mail|Mailbox Access",                "classify": ""  },
        { "ai": "Service Request|Mail|New Shared Mailbox",            "classify": ""  },
        { "ai": "Service Request|Mail|Setup Out of Office",           "classify": ""  },
        { "ai": "Service Request|Printing|Configuration",             "classify": ""  },
        { "ai": "Service Request|SharePoint|Permissions",             "classify": ""  },
        { "ai": "Service Request|Staff Changes|New Staff",            "classify": "Service Request|Staff Change|New User - SR"  },
        { "ai": "Service Request|Staff Changes|Staff Exit",           "classify": ""  },
        { "ai": "Service Request|Staff Changes|Update Details",       "classify": ""  },
        { "ai": "Service Request|Staff Changes|Update Photo",         "classify": ""  },
        { "ai": "Service Request|VPN|Setup",                          "classify": ""  },
        {
            "boardMappings": [
                { "board": "MS - Internal",                           "classify": "" },
                { "board": "Professional Services",                   "classify": "" }
            ]  
        }
    ],
    "routeTicket": true,
    "routeOnlyWhenStamping": true,
    "routeRules": [
        {
            "evaluationOrder": 1,
            "condition_TICKET_CLASSIFICATION_MATCHES": "Service Request\\|Staff Changes\\|New Staff",
            "condition_CLIENT_MATCHES": "Client Name",
            "condition_CLIENT_CONTACT_IS_MVP": null,
            "condition_CUSTOM_FIELD_MATCHES": [{ "NotEquals": "Expert", "Field":"Customer Status" }],
            "condition_PIA_ENABLED_CLIENT": true,
            "condition_AUTOMATION_AVAILABLE": true,
            "condition_CLIENT_CONTRACT_MATCHES": "Gold", 
            "action_ROUTE_TO_BOARD": "MS - Internal",
            "action_ROUTE_BOARD_STATUS": "Assigned",
            "action_ROUTE_TO_ASSIGNEE": "User",
            "action_SET_CUSTOM_FIELD": [{ "Id": 1, "Value": "Enter value for field here", "Field":"Enter name of Field here." }] 
        },
        {
            "evaluationOrder": 2,
            "condition_TICKET_AI_CLASSIFICATION_MATCHES": "Incident\\|VPN\\|Issues Connecting",
            "condition_CLIENT_MATCHES": "Client Name",
            "condition_CLIENT_CONTACT_IS_MVP": null,
            "condition_PIA_ENABLED_CLIENT": false,
            "condition_AUTOMATION_AVAILABLE": false,
            "action_ROUTE_TO_BOARD": "Professional Services",
            "action_ROUTE_BOARD_STATUS": "Assigned",
            "action_ROUTE_TO_ASSIGNEE": "User",
            "action_TICKET_CATEGORY":  "Service Request",
            "action_SET_CUSTOM_FIELD": [{ "Value": "Enter value for field here", "Field":"Enter name of Field here." }] 
        }
    ],
    "boardsToSkipTriage": ["MS - Internal", "Professional Services"]
}

Pia AI Model Classifications​

Pia's AI can currently classify a ticket into the following classifications.

The classifications are in the format TYPE|SUBTYPE|ITEM.

👀 See the list of classifications
  • Alert|Backup|
  • Incident|Account|Locked Out
  • Incident|Account|Password Reset
  • Incident|Application|Citrix
  • Incident|Application|Microsoft Dynamics Nav
  • Incident|Application|Microsoft Teams
  • Incident|Application|Outlook
  • Incident|Application|PDF
  • Incident|Application|Remote Desktop
  • Incident|Application|SharePoint
  • Incident|Backup|File Recovery
  • Incident|Email|SPAM/Junk email
  • Incident|File Share|Permission Request
  • Incident|Mail|Email Bouncebacks
  • Incident|Mail|Mailbox Full
  • Incident|Mail|Quarantine
  • Incident|Mail|Signature
  • Incident|Network|Troubleshooting/Connectivity
  • Incident|Phone|Malfunction/Downtime
  • Incident|Printing|Fault
  • Incident|Security|Compromised
  • Incident|Security|Phishing
  • Incident|Tablet/Mobile|Email
  • Incident|Tablet/Mobile|Software
  • Incident|VPN|Issues Connecting
  • Incident|Website|SSL Certificate Renewal
  • Incident|Workstation|Hardware Fault
  • Incident|Workstation|Operating System
  • Incident|Workstation|Peripherals
  • Incident|Workstation|Slow Performance
  • Incident|Workstation|Web Browser
  • Service Request|Application|Adobe Acrobat Pro
  • Service Request|Application|Install
  • Service Request|Application|License
  • Service Request|Application|Microsoft Office
  • Service Request|Application|One Drive for Business
  • Service Request|Application|Remote Desktop
  • Service Request|File Share|Permission Request
  • Service Request|Mail|Calendar Permissions
  • Service Request|Mail|Edit Distribution Group
  • Service Request|Mail|Mail Redirect
  • Service Request|Mail|Mailbox Access
  • Service Request|Mail|New Shared Mailbox
  • Service Request|Mail|Setup Out of Office
  • Service Request|Network|DNS
  • Service Request|Phone|Redirect
  • Service Request|Printing|Configuration
  • Service Request|Sales|Domain Renewal
  • Service Request|Sales|Quote
  • Service Request|SharePoint|Permissions
  • Service Request|Staff Changes|MFA Setup
  • Service Request|Staff Changes|New Staff
  • Service Request|Staff Changes|Staff Exit
  • Service Request|Staff Changes|Update Details
  • Service Request|Staff Changes|Update Photo
  • Service Request|Tablet/Mobile|Setup
  • Service Request|VPN|Setup
  • Service Request|Workstation|Setup

Pia AI Model Classification to Pia Package Mapping​

The AI Model Classifications above correspond to the following package(s):

👀 See the Package mappings to ticket class
Package NameAI ClassAI Class Suggest Threshold
Pia: Account Locked Out (Cloud Hybrid)Incident|Account|Locked Out0.6
Pia: Account Locked Out (Cloud Only)Incident|Account|Locked Out0.6
Pia: Account Locked Out (On Prem)Incident|Account|Locked Out0.6
Pia: Account Locked Out (Semi-Hybrid)Incident|Account|Locked Out0.6
Pia: Account Locked Out (SmartForms)Incident|Account|Locked Out0.6
Pia: Add/Remove User from Groups (Cloud Hybrid)Service Request|Mail|Edit Distribution Group0.6
Pia: Add/Remove User from Groups (Cloud Only)Service Request|Mail|Edit Distribution Group0.6
Pia: Add/Remove User from Groups (On Prem)Service Request|Mail|Edit Distribution Group0.6
Pia: Add/Remove User from Groups (Semi-Hybrid)Service Request|Mail|Edit Distribution Group0.6
Pia: Blacklist Email (Cloud Hybrid)Incident|Email|SPAM/Junk email0.6
Pia: Blacklist Email (Cloud Only)Incident|Email|SPAM/Junk email0.6
Pia: Bulk Add/Remove Contacts to GroupService Request|Mail|Edit Distribution Group0.6
Pia: Bulk Add/Remove Users to GroupService Request|Mail|Edit Distribution Group0.6
Pia: Bulk Staff OffboardingService Request|Staff Changes|Staff Exit0.6
Pia: Bulk Update User Details (Cloud Hybrid)Service Request|Staff Changes|Update Details0.6
Pia: Bulk Update User Details (Cloud Only)Service Request|Staff Changes|Update Details0.6
Pia: Change Calendar Permissions (Cloud Hybrid)Service Request|Mail|Calendar Permissions0.6
Pia: Change Calendar Permissions (Cloud Only)Service Request|Mail|Calendar Permissions0.6
Pia: Change Calendar Permissions (Semi-Hybrid)Service Request|Mail|Calendar Permissions0.6
Pia: Change Calendar Permissions (SmartForms)Service Request|Mail|Calendar Permissions0.6
Pia: Change User Details (Cloud Hybrid)Service Request|Staff Changes|Update Details0.6
Pia: Change User Details (Cloud Only)Service Request|Staff Changes|Update Details0.6
Pia: Change User Details (On Prem)Service Request|Staff Changes|Update Details0.6
Pia: Change User Details (Semi-Hybrid)Service Request|Staff Changes|Update Details0.6
Pia: Computer Performance ReportIncident|Workstation|Slow Performance0.6
Pia: Computer Space Cleanup (Combined)Incident|Workstation|Disk Space0.6
Pia: Create a GroupService Request|Mail|Edit Distribution Group0.6
Pia: Create Mail Contacts (Cloud Hybrid)Service Request|Mail|Create / Delete Contact0.6
Pia: Create Mail Contacts (Cloud Only)Service Request|Mail|Create / Delete Contact0.6
Pia: Create Mail Contacts (On Prem)Service Request|Mail|Create / Delete Contact0.6
Pia: Create or Remove Mail Forwarding Rule (SmartForms)Service Request|Mail|Mail Redirect0.6
Pia: Create or Remove Mail Forwarding Rule (Cloud Hybrid)Service Request|Mail|Mail Redirect0.6
Pia: Create or Remove Mail Forwarding Rul (Cloud Only)Service Request|Mail|Mail Redirect0.6
Pia: Create Shared Mailbox (Cloud Hybrid)Service Request|Mail|New Shared Mailbox0.6
Pia: Create Shared Mailbox (Cloud Only)Service Request|Mail|New Shared Mailbox0.6
Pia: Create Shared Mailbox (On Prem)Service Request|Mail|New Shared Mailbox0.6
Pia: Delete Mail Contacts (Cloud Hybrid)Service Request|Mail|Create / Delete Contact0.6
Pia: Delete Mail Contacts (Cloud Only)Service Request|Mail|Create / Delete Contact0.6
Pia: Delete Mail Contacts (On Prem)Service Request|Mail|Create / Delete Contact0.6
Pia: Deploy SonicWall VPNService Request|VPN|Setup0.6
Pia: File Share Security ChangeService Request|File Share|Permission Request0.6
Pia: Grant/Revoke Mailbox Permission (Cloud Hybrid)Service Request|Mail|Mailbox Access0.6
Pia: Grant/Revoke Mailbox Permission (Cloud Only)Service Request|Mail|Mailbox Access0.6
Pia: Grant/Revoke Mailbox Permission (SmartForms)Service Request|Mail|Mailbox Access0.6
Pia: Grant/Revoke Mailbox Permission in Bulk (Cloud Hybrid)Service Request|Mail|Mailbox Access0.6
Pia: Grant/Revoke Mailbox Permission in Bulk (Cloud Only)Service Request|Mail|Mailbox Access0.6
Pia: Log Out User from Citrix SessionIncident|Application|Citrix0.6
Pia: Log Out User from Windows RDSIncident|Application|Remote Desktop0.6
Pia: Manage User LicensesService Request|Application|License0.6
Pia: Map Network DriveService Request|File Share|Permission Request0.6
Pia: Microsoft Teams TroubleshooterIncident|Application|Microsoft Teams0.6
Pia: Modify Distribution Group Settings (Cloud Hybrid)Service Request|Mail|Edit Distribution Group0.6
Pia: Modify Distribution Group Settings (Cloud Only)Service Request|Mail|Edit Distribution Group0.6
Pia: Network Drive TroubleshootingIncident|File Share|Permission Request0.6
Pia: OneDrive TroubleshooterService Request|Application|One Drive for Business0.6
Pia: OpenVPN Setup/ReInstallService Request|VPN|Setup0.6
Pia: Outlook Mail Flow Troubleshooting (Cloud Hybrid)Incident|Application|Outlook0.6
Pia: Outlook Mail Flow Troubleshooting (Cloud Only)Incident|Application|Outlook0.6
Pia: Re-allocate User LicenseService Request|Application|License0.6
Pia: Recover Lost Folder in OutlookIncident|Application|Outlook0.6
Pia: Re-enable Offboarded Staff (Cloud Hybrid)Service Request|Staff Changes|New Staff0.6
Pia: Re-enable Offboarded Staff (Cloud Only)Service Request|Staff Changes|New Staff0.6
Pia: Re-enable Offboarded Staff (On Prem)Service Request|Staff Changes|New Staff0.6
Pia: Release Quarantined EmailsIncident|Mail|Quarantine0.6
Pia: Remote Desktop SetupService Request|Application|Remote Desktop0.6
Pia: Remote Desktop TroubleshootingIncident|Application|Remote Desktop0.6
Pia: Reset Network Password (Cloud Hybrid)Incident|Account|Password Reset0.6
Pia: Reset Network Password (Cloud Only)Incident|Account|Password Reset0.6
Pia: Reset Network Password (On Prem)Incident|Account|Password Reset0.6
Pia: Reset Network Password (Semi-Hybrid)Incident|Account|Password Reset0.6
Pia: Reset Network Password (SmartForms)Incident|Account|Password Reset0.6
Pia: Reset/Modify Users MFA Auth MethodsService Request|Staff Changes|MFA Setup0.6
Pia: Setup/Remove Out of Office (Cloud Hybrid)Service Request|Mail|Setup Out of Office0.6
Pia: Setup/Remove Out of Office (Cloud Only)Service Request|Mail|Setup Out of Office0.6
Pia: Setup/Remove Out of Office (SmartForms)Service Request|Mail|Setup Out of Office0.6
Pia: Staff Offboarding (Cloud Hybrid)Service Request|Staff Changes|Staff Exit0.6
Pia: Staff Offboarding (Cloud Only)Service Request|Staff Changes|Staff Exit0.6
Pia: Staff Offboarding (On Prem)Service Request|Staff Changes|Staff Exit0.6
Pia: Staff Offboarding (Semi-Hybrid)Service Request|Staff Changes|Staff Exit0.6
Pia: Staff Offboarding (SmartForms)Service Request|Staff Changes|Staff Exit0.6
Pia: Staff Onboarding (Cloud Hybrid)Service Request|Staff Changes|New Staff0.6
Pia: Staff Onboarding (Cloud Only)Service Request|Staff Changes|New Staff0.6
Pia: Staff Onboarding (On Prem)Service Request|Staff Changes|New Staff0.6
Pia: Staff Onboarding (Semi-Hybrid)Service Request|Staff Changes|New Staff0.6
Pia: Staff Onboarding (SmartForms)Service Request|Staff Changes|New Staff0.6
Pia: Troubleshoot Windows VPN ConfigurationIncident|VPN|Issues Connecting0.6
Pia: Upload Staff PhotoService Request|Staff Changes|Update Photo0.6
Pia: VPN Setup (Cloud Hybrid)Service Request|VPN|Setup0.6
Pia: VPN Setup (Cloud Only)Service Request|VPN|Setup0.6
Pia: Whitelist Email (Cloud Hybrid)Incident|Mail|Email Bouncebacks0.6
Pia: Whitelist Email (Cloud Only)Incident|Mail|Email Bouncebacks0.6
Pia: Whitelist Email (Manage Protect)Incident|Mail|Email Bouncebacks0.6
Pia: Win10 Install Network PrinterService Request|Printing|Configuration0.6
Pia: Win10 Outlook PackageIncident|Application|Outlook0.6
Pia: Win10 Printer Troubleshooting PackageIncident|Printing|Fault0.6