In order to create your Pia Tenant Portal, two items are required from Azure/Microsoft 365:

• Your Azure AD Tenant ID
• A Microsoft 365 Account

These two items then need to be provided to Pia's Partner Integration Manager.

Azure AD Tenant ID

1. Log into the Azure Portal via https://portal.azure.com
2. Select "Azure Active Directory" from the list of available tiles in the "Azure Services" section or, manually search for it in the search bar at the top of the page.

3. In the Azure AD Portal, you will see your Azure AD Tenant ID listed on the Overview page:

4. Record your Azure AD Tenant ID to provide to Pia's Partner Integration Manager after completing the steps below.

Microsoft 365 Account

Pia requires a Microsoft 365 account in your Azure Tenant to be used as the first account in your Pia Tenant Portal.

This account can be an existing account if you so wish or, a dedicated account for Pia Administration.

The account does not require any licenses or admin roles/privileges to be granted or delegated to it for functionality.

For simplicity's sake, we typically create these with the naming convention of pia.admin@yourcompanydomain.com

1. Determine if you are going to use an existing account or, create a new account for Pia.
2. Create a new Microsoft 365 account for Pia if this is the option you have chosen.

Provide Details to Pia

1. Provide the Microsoft 365 account UPN and the Azure AD Tenant ID from the section above to Pia's Partner Integration Manager.

Note: Do not supply the password for the Microsoft 365 account to Pia employees, this account is for your own internal management of your Pia Tenant.At present, Pia supports integration with the following Connected Service system types:

• Ticketing
• RMM
• Documentation
• Communication Channel
• Accounting & Payroll
• Emailing(Anti-Spam)

Note: Set these as links to the relevant pages after they've been created.

Service Role field
Each Connected Service has a 'Service Role' field.
In the 'Service Role' field enter a name for the Connected Service.

This field is just a display name, is more for your informational purposes and is not currently used elsewhere in Pia.

ConnectWise Manage Integration

ConnectWise Manage Integration is via API, this allows Pia to interface with ConnectWise Manage to perform various functions. If you have not already created your API Key for Pia to integrate with ConnectWise Manage, see API Keys

1. In your Pia Tenant, navigate to “Connected Services” and click the “New Service” button.

2. In the window, you will be prompted to enter information for the ConnectWise Manage Integration. See the bullet points below for each field:

    

Note: Click the “Save” button at the end of entering in the corresponding data on each tab.

Integration Tab

• Set the Service Category to “Ticketing”.
• Set the Service Name to “ConnectWise”.
• In the Service Role field, enter in “ConnectWise”.
• In the Username field, enter the Company ID of your ConnectWise Manage instance and then the “+” symbol, followed by the public API key.
• In the Password field, enter the API secret key.
• Enter in the URL for your ConnectWise Manage instance up to and including “/v4_6_release” as shown in the screenshot below.
• For the CW Client ID field, the ld, this is provided by Pia and is below;
  2caf9b4d-226e-48cb-90ee-522976cfd823
• Click into the Authentication Token field, the token should automatically generate itself.

Company Sync Tab

• For the initial sync, set the “Daily Sync Time” to be a few minutes ahead of the current time. Note: The Time Zone is set to UTC and the clock time is in 24 hour format.
• The Company Type(s) field allows you to filter down which Clients are synchronised into Pia from ConnectWise Manage based on which Company Types your active/managed Clients are “tagged” with. Enter the applicable Company Type names into the field, a comma "," is used to separate multiple Company Types.

Pia Screen Tab

• For the “Pia Board” field, enter “Pia”.
• Leave “Pia Escalate To” field blank.
• For the “Pia Escalate Board” field, enter “Pia”.

1. Click “Save” to commit the information entered on all 3 tabs as shown in the screenshot above.

2. Wait till the sync completes and the Clients list is populated.

3. Once saved, you can select the “Test Connection” button to confirm that the entered information is able to connect successfully with ConnectWise Manage.
    
   

4. The test will return a result, continue if the returns “Connection Successful”. If unsuccessful, double-check the configuration details and try again. Reach out to the Pia Team via partner-support@pia.ai if support is required.
    
   

5. Click the “Setup Integration” button, this page will show you the option to install the Webhooks into ConnectWise Manage.

6. The Pia Portal will return a message that the Webhooks have installed successfully. If unsuccessful, double-check the configuration details and try again. Reach out to the Pia Team via partner-support@pia.ai if support is required.

AutoTask PSA Integration

AutoTask PSA Integration is via API, this allows Pia to interface with AutoTask to perform various functions. If you have not already created your API Key for Pia to integrate with AutoTask, see API Keys.

1. In your Pia Tenant, navigate to “Connected Services” and click the “New Service” button.

2. In the window, you will be prompted to enter information for the AutoTask API Integration. See the bullet points below for each field:

    

Note: Click the “Save” button at the end of entering in the corresponding data on each tab.

Integration Tab

• Set the Service Category to “Ticketing”.
• Set the Service Name to “AutoTask”.
• In the Service Role field, enter in “AutoTask”.
• In the Username field, enter the randomly generated key from the “Username (Key)” field of the Pia API account created in AutoTask.
• In the Password field, enter the API secret key from the “Password (Secret)” field of the Pia API account created in AutoTask.
• Enter in the URL for AutoTask's web service.
  Note: This URL is dependent on what geographical location your AutoTask instance is hosted in. Refer to this link for details - Autotask PSA API zones and WSDL versions
  Typically, the number at the end of “webservices” in the URL will be the same as the one after “ww” in your URL to the AutoTask Portal.
• Enter in the Integration Token(called a “Tracking Identifier” in AutoTask itself).
• Click into the Authentication Token field, the token should automatically generate itself.

Company Sync Tab

• For the initial sync, set the “Daily Sync Time” to be a few minutes ahead of the current time. Note: The Time Zone is set to UTC and the clock time is in 24 hour format.

• The Company Type(s) field allows you to filter down which Clients are synchronised into Pia from AutoTask based on the "Account Type" set on the account in AutoTask. Enter the applicable Account Type names into the field, a comma "," is used to separate multiple Account Types.

Pia Screen Tab

• For the “Pia Board” field, enter “Pia”.
• Leave “Pia Escalate To” field blank.
• For the “Pia Escalate Board” field, enter “Pia”.

1. Click “Save” to commit the information entered on all 3 tabs as shown in the screenshot above.
2. Wait till the sync completes and the Clients list is populated.
3. Click the “Setup Integration” button on the Integration tab, this pop-out window will show you the option to install the Webhooks into AutoTask.

4. Click on "Install Webhooks" on the Integration Setup pop-out window. The Pia Portal will return a message that the Webhooks have installed successfully. If unsuccessful, double-check the configuration details and try again. Reach out to the Pia Team via partner-support@pia.ai if support is required.

IT Glue Integration

If you have not already created your API Key for Pia to integrate with IT Glue, see API Keys

1. In the Pia Tenant, click on Connected Services and then click the “New Service” button.
   

2. Set the Service Category to “Documentation”, the Service Name and Service Role fields should both be “ITGlue”.

3. Enter in the URL for the ITGlue API, this is different depending on your Geographical location:
   • The default URL is https://api.itglue.com
   • If your IT Glue instance is in the EU data centre use https://api.eu.itglue.com
   • If your IT Glue instance is in the Australian data centre use https://api.au.itglue.com

4. Enter in the API Key for IT Glue(see screenshot above).
5. Enter in the Flexible Asset Type(see screenshot above and the Appendix).
6. Click “Test Connection” to confirm the connection to IT Glue works as expected.
7. Click “Save”.