What's new with Atomicwork?

Unlocking more power for your workflows

We’ve upgraded the workflow builder with more control, stronger validation, and expanded automation options to help you manage requests efficiently and reduce manual work.

What's new in Triggers

• Trigger on move – Automatically run workflows when requests move between workspaces.
• Trigger on convert – Automatically run workflows when requests change types (e.g., from a service request to an incident)
• Expanded filters – Access all request sources in filters for more control on which requests/changes trigger workflows

What’s new in Actions

• Send form to assigned agent – Directly send a form to the agent handling the request.
• Move request - Move the request to a specific workspace.
• Convert request type - Convert the request to another type such as from a general request to incident.

This will help speed up handoffs between teams when work shifts across departments or changes in urgency. Requests can be redirected instantly to the right team, so they follow the correct escalation paths and eliminate delays. This shortens resolution times, minimizes miscommunication, and keeps work progressing without unnecessary back-and-forth.

Secure logins with Google SSO

Organizations using Google Workspace can now enable SAML-based login to Atomicwork for a seamless, secure authentication process. Users can log in with their Google Workspace credentials, eliminating extra passwords.

This centralization makes access control easier and more reliable, while also simplifying onboarding and offboarding through direct management in your Google Workspace directory.

Make your knowledge smarter with new trusted sources

We’ve added 777 new Trusted Knowledge sources, so the Universal Agent can tap into a broader and more diverse set of information. This means richer, more comprehensive responses for your employees without your IT team having to maintain or update details across an ever-growing list of tools.

Broader asset coverage with Atomicwork's asset discovery

You can now automatically discover hardware and software assets across your organization using Atomicwork’s built-in scanning and agent-based tools. This ensures IT teams have a unified, up-to-date view of all devices — even in networks not fully covered by traditional device management tools.

Key capabilities

• Scanners detect shared network devices (e.g. printers, routers, switches) from a single point within each office or subnet.
• On-device agents collect detailed info (hardware, software, user data) from user devices like laptops and desktops.
• Site-based grouping helps you organize assets by office, region, or department.

Let’s say you’re managing IT for a hybrid team across three offices. You install:

• One Scanner per office to capture network-level devices.
• Agents on employee machines for deep, device-specific data.

Together, these provide a full-fleet view, from printers in the hallway to laptops in home offices.

Sharpening Agent Assist with internal knowledge

Agent Assist now taps into your internal knowledge base to deliver more contextual root cause analyses, and recommendations. Agent Assist suggestions are now informed by a curated, reliable blend of your org's internal docs as well as credible external sources. Responses include clickable links to related articles and past requests, helping agents dive deeper when needed.

For example, when handling a recurring VPN issue, Agent Assist now references your org’s internal VPN troubleshooting guide and links to past request resolutions.

Fine-tune major incident detection and management

You can now detect, and manage major incidents with greater control helping your teams reduce noise, and act faster when things go wrong. With flexible controls, you decide how and when incidents escalate, based on what matters to your environment.

What's new

• Intent-aware clustering: Similar requests are based on the intent/meaning behind messages rather than just matching keywords, allowing the system to recognize patterns better.
• Sensitivity modes: You can choose how tightly related requests should be grouped:
  • Strict: For noise-free precision
  • Neutral (default): A balanced middle ground
  • Broad: For maximum coverage of loosely related signals
• Rolling detection window: Incidents are tracked within a dynamic time window (e.g., the past 24 hours), ensuring related issues are grouped even if they don’t arrive at the same moment.
• Auto-linking for 24 hours: After an incident is confirmed, any new, related requests within the next 24 hours are automatically linked — giving teams continued visibility into the issue’s spread and impact.

Say, five employees across different teams report problems accessing your internal HR tool over a few hours. The system recognizes these as intent-aligned — even if the issue descriptions differ slightly.

It groups them under a potential incident and notifies your workspace admins. Once an admin confirms it, all subsequent login-related tickets are automatically linked, allowing support teams to resolve them in context, rather than one by one.

This end-to-end process helps you identify patterns earlier, reduce duplicate effort, and stay in control during high-volume moments

Supercharge workflows with custom scripts

You can now add custom logic to your workflows more easily without wrestling with APIs, authentication, or external scripting environments. With the upgraded Execute Script workflow action, functions for existing third-party actions are available out-of-the-box to help create custom scripts faster.

The full-page visual editor helps you write and test code with built-in suggestions and syntax support, so you don’t need to switch contexts or rely on external tools. In-built credential handling ensures you no longer have to manage secrets or set up complex API headers manually.

For example, if you want to notify a third-party CRM every time a high-priority request is tagged as “VIP,” you can simply add an Execute Script action, write a few lines of script, and connect it — all within the workflow. No external middleware, no manual token setups.

Other enhancements

• The left navbar is now collapsible across the app to provide a larger workspace and more breathing room.
• Search through audit logs using parameters like name, IP address, and even specific text making it easier to pinpoint who changed what and when.
• Select multiple workflows from the list page and publish, unpublish, or clone them in one go.
• Retrieve a user’s full profile in Atomicwork with the “Get Atomicwork user details” action.

Smarter change approvals: More visibility, better governance

We've introduced controls to improve transparency in change approvals — especially for users outside your workspace and teams with stricter governance needs.

Greater visibility for approvers

Approvals only work when the right people have the right information — and now, even non-workspace users can fully participate in the change approval lifecycle.

What’s new

• Full visibility: View the complete change request, including related tasks and forms.
• Faster actions: Approve or reject directly from Slack, Microsoft Teams, or your Approvals dashboard.
• Approval history: See your past decisions with timestamps and comments for greater context.

Who gets access?

• If you are in an active or past approval stage (Approved, Pending, or Rejected), you can view all the change details.
• If you are part of a future stage or your approval status is No Action Required or Cancelled, you will not be able to view the change details.

Prevent self-approvals for change requests

You can now prevent requesters from approving their own changes, by configuring this behaviour at the workspace level. This gives enterprise teams greater control over how change approvals are managed, especially for teams following ITIL or other governance-heavy workflows.

To enable or disable this setting, under Settings, navigate to Your workspace > Settings > Changes.

• Enabled (default) – Requesters can still approve their own changes.
• Disabled – Requesters will be:
  • Blocked from being added via templates, workflows, or manual selection
  • Excluded from being selected in approval pickers or search
  • Prevented from taking action, even if added indirectly (e.g., via a placeholder like Assignee)

If a restricted requester tries to approve, they’ll see an error message explaining that self-approvals are not allowed.

For example, when disabled, if the Assignee placeholder resolves to the requester:

• The assigned agent is alerted automatically
• The requester will still see the approval banner, but won’t be able to take action

Centralized command centre for all approvals

You can now access and manage all your approvals from across workflows in one easy-to-manage dashboard. Search by the name of the approver, edit policies directly, and gain full visibility into how approvals operate across your workspaces.

Drill down into team performance reports

You can now click on any metric in the Agent or Group Performance dashboards to instantly see the specific requests behind it.

Here’s what’s new:

• See request-level details when you click on a chart
• Persistent filters and viewing data in read-only mode ensures accurate, relevant insights
• Customize columns and export filtered data as needed

Expanded trusted knowledge sources

Atom got a whole lot smarter! We’ve more than doubled the number of trusted knowledge sources, expanding from 50 to 119 official platforms, bringing richer, more accurate answers across your tools and systems.

Whether you’re trying to understand a Workday leave process, Salesforce permissions, or how to manage a team channel in Microsoft Teams, Atom now pulls in contextual insights from official public documentation.

Targeted surveys based on user segments

Surveys are now more focused and actionable. You can target surveys based on audience segments such as “All employees” or specific user groups. This ensures:

• Only the right users receive surveys
• No noise from unrelated teams or guest users
• More accurate, relevant feedback for each service area

Other enhancements

• Advanced asset filters, custom views, column selection, and one-click CSV exports help manage assets better
• Avoid requester confusion with email addresses and employee IDs now shown in the Requested By field for faster, more accurate selections.

Meet Agent Assist: AI that works like a teammate

We've introduced Agent Assist within requests to help service agents understand and resolve requests faster. It can:

• Summarize incoming requests using conversation history, requester context, and automation trails
• Generate Root-Cause Analysis (RCA) based on asset data, similar past tickets, and verified external sources
• Recommend actions or solutions by learning from previously resolved requests

Imagine you’re handling a network issue reported by multiple users — Agent Assist helps you spot the pattern, trace it back to a misconfigured switch, and suggests a proven fix. All without switching tabs or hunting through past tickets.

Dropdowns that clean up after themselves

Dropdown attributes got an intelligent upgrade so that:

• Deleted options are completely removed the list
• Recreating a deleted option (with the same label) restores the original entry
• Case-insensitive matching is now enforced: “Open” = “open”. This means duplicates are blocked, even with different casing
• Nested Dropdowns now update intelligently based on the level of deletion:
  • Deleting a Level 1 dropdown attribute removes the Level 2 and Level 3 options within it
  • Deleting a Level 2 attribute clears the Level 3 options within it. Restoring the Level 2 option DOES NOT restore the Level 3 options

These changes make dropdown management cleaner and less error-prone, especially for complex form setups with multi-level options.

Ordered asset view within requests

Managing requests linked to multiple assets just got more efficient.

Here’s what’s new:

• Requests now show only the first 5 linked assets by default with a “View more” button to expand the full list as needed
• The expanded view allows a quick asset search by name, serial number, or source
• Relationship fields are now visually separated, helping you see asset dependencies at a glance

So, if a request is tied to multiple laptops, monitors, and a printer, you’ll be able to find the most relevant one quickly and understand its extended impact.

See who did what easily

Keeping track of who submitted, updated, or responded to a request can be confusing — especially with similar names in play. Now, when you hover over any name in request conversations, activity logs, or summaries, you’ll see a popover with their name, department, and email. Click to view their full profile for deeper context.

Other enhancements

• Workflows now support directly adding O365 email accounts as part of any email actions. Admins can also directly configure O365 accounts when setting up email actions.
• Guest users can no longer be assigned as agents while creating service requests. This ensures only authorized, internal users can manage or resolve tickets.
• Notifications have been added for guest users to keep them in the loop on request updates.

Handle complex JSON data in workflows 

• Workflows can now read arrays and deeply nested objects returned by third-party APIs. 
• Any workflow action can reference these fields directly for conditions, updates, or notifications - no extra scripting required. 
• Use the full structure of external data to drive precise automation steps. 

For example, when a request is updated, the workflow can be setup to pull every note via API (an array), assemble a transcript, use AI to spot repetitive back-and-forth, and if a loop is found, escalates the ticket with full context to the right team. 

Search faster with the new full-page view 

Scan Requests, Incidents, Assets, and more with a full-page view so you can view all results in one glance. 

• A smarter ranking engine adapts to entity type, filters, and sort order, so the best results rise to the top. 
• A new filter lets you narrow results by type (Requests, Incidents, Assets, etc.) without leaving the page. 
• Arrow-key navigation keeps you in the keyboard flow, and a single click pivots from summary results to the full record. 

Press Cmd + K / Ctrl + K to run a search, choose View all results, and use the central filter bar to narrow down your results quickly.  

Navigate faster with keyboard shortcuts

You can now streamline everyday actions with a few keystrokes. Press Cmd + / on Mac or Ctrl + / on Windows to open the full shortcut list or from the Profile dropdown in the top-right corner. Shortcuts are now available for key actions like: 

• Assign a group or agent.
• Update status or priority.
• Manage followers.
• Switch between reply, private notes and activities.

Automate change control in Azure DevOps 

Automate change governance right inside Azure DevOps with the new Atomicwork extension (now available on the Azure DevOps marketplace) - no scripts or extra tools required.

Here's what the integration brings to the table:

• Automated change creation when a release is triggered. 
• Pre-deployment approval gates pause pipelines until changes are approved. 
• Automatic pipeline resumption once change-status criteria are satisfied. 
• Templates and metadata carried end-to-end for full traceability. 

Monitor agent and group performance

You can now track service-desk metrics in two new Analytics reports: Agent Performance and Group Performance. 

• Review first-response time, resolution time, FCR%, SLA hit rate, ESAT, and more for every agent and group. 
• Sort by the best performing or least performing agents/groups.
• Check workload balance to understand how requests are distributed and progressing. 
• Export the complete dataset to CSV for deeper analysis. 

Organize requests with tags 

You can label requests with colour-coded tags to improve search, visibility, and automation. 

• Add tags directly on a request to group by topic, urgency, or team. 
• Auto-apply tags in Workflows with the Add Tag action. 
• Let agents attach or remove tags while admins manage the tag list.
• Filter and triage requests from the list view by selecting tags for instant search. 

Collect inputs with forms in workflows 

You can now collect structured inputs on any request using forms as part of your workflows, trigger next steps based on responses, and notify assignees instantly via Slack or Teams. Forms can be reused across workflows and filled directly from the portal, making use-cases like escalations faster, clearer, and more consistent. 

Workflows enhanced with Nested drop-downs 

Nested drop-downs now flow through the whole workflow, keeping every step aligned without extra rules. 

• Trigger conditions can now use nested selections.
• Workflow-created requests support nested fields.
• All workflow actions accept nested dropdown inputs.

Other enhancements

• You can now update or add users straight in the People page. No CSV imports or syncs required. 
• Flexible cleanup options to auto-delete removed assets or mark them as Retired, Damaged, etc., so your asset management stays accurate without losing history.
• The suspend event in Okta now deactivates the user in Atomicwork, while a full deactivation removes all their permissions. 

‍

Build faster with Atomicwork's APIs

Atomicwork's API documentation is now public, offering developers direct visibility into Atomicwork’s APIs and enabling seamless integration with other tools and platforms.

• Developer portal access: All API documentation is accessible directly from the developer portal, with clear navigation and detailed endpoint references.
• Live testing capabilities: Developers can test live through the portal by simply adding the required environment variables.
• Comprehensive endpoint details: Documentation includes detailed descriptions of endpoints, methods, parameters, and schema definitions.
• Streamlined integration development: Built to reduce development time and back-and-forth clarifications by centralizing all technical information in one place.

Reply faster with Canned Responses

Handling repetitive questions just got a whole lot easier. Agents and admins can now create personalized, reusable canned responses — reducing typing time and ensuring consistent replies across your workspace. You can:

• Create and manage response templates for your personal use, your team or a specific agent group, or the entire workspace.
• Personalize responses using dynamic placeholders (like the requester name or ticket ID).
• Get AI-suggested replies tailored to the request content — perfect for those “we get this one a lot” scenarios.

Categorize responses with AI in workflows

Meet the new Classify content with AI workflow action — a flexible, prompt-based tool that lets you define custom categories and definitions to categorize incoming messages and responses, and choose what further steps need to be taken based on the classification.

For example, a message like "Urgent help needed" can be classified as Escalation, and automatically trigger a high-priority escalation path. Or a user response like "No, I don't want to proceed" would be a Cancellation instantly resolving the request. 

Workspace admins can now:

• Create upto 10 custom categories in a single workflow like "Escalation," "Cancellation," or "Positive Sentiment".
• Choose which message content the classification should run on like the Last reply, the Last private comment, etc.
• Add helpful descriptions or example phrases for better classification.
• Test your prompts live with real inputs to fine-tune performance.
• Use these classification outputs in subsequent actions.

The Classify content with AI action provides dynamic control and intelligent automation without manual intervention from your agents.

Nested drop-down fields

Forms in Atomicwork just got more powerful with 3-level nested drop-down fields. You can now create multi-tiered selections that streamline data entry and decision-making. These customizable fields are available across requests, changes, incident forms, and the service catalog, making it easier to capture precise information at every step.

Say, you are managing IT asset requests for a global organization. With nested drop-downs, selecting a device type like Laptop automatically narrows down the brand options to Dell, HP, or Apple. Choose Apple, and the final drop-down lists available models like MacBook Air or MacBook Pro. This structured flow eliminates guesswork, reduces errors, and speeds up request submissions.

Verify outgoing email and other enhancements

You can now verify and whitelist your email addresses so that all outgoing email from Atomicwork are trusted and successfully reach your users’ inboxes, without accidentally being sent to spam. Replies will be sent from your own domain (support@yourcompany.com) instead of the default Atomicwork subdomain (support@yourcompany.atomicwork.com) — ensuring clarity and continuity in every conversation. Learn more about how to set up outgoing email verification.

Other email enhancements include:

• CC and BCC Support: You can now CC external users (even those outside your Atomicwork account) and add BCC recipients to loop others in discreetly.
• Draft Mode: Drafts are automatically saved as you type — no need to worry about losing progress if you switch views or step away mid-message.

Edit the Requestor on requests

You can now edit the Requestor on any request — perfect for when someone else takes over a conversation or the original contact isn't the right point of contact anymore.

When you change the requestor on a request:

• The new requestor will receive all future notifications.
• The original requestor is added as a follower, so they can still track progress without driving the conversation.

For example, say an office manager raises a request for a new laptop for a new hire, but then hands it off to IT for follow-up. With this update, you can switch the requestor to the new hire themselves — so they get all future updates — while keeping the original office manager in the loop as a follower.

This gives you more flexibility to manage handoffs and keep communication flowing with the right people.

Introducing Universal Agent

Atom is now a multimodal, context-aware AI that works across your enterprise to deliver real-time, proactive support right when and where it’s needed, and in a mode you prefer. Learn more here.

Enhanced identity management with Okta

We’ve rolled out improvements to make identity and access management smoother for organizations using Okta.

• You can now login to Atomicwork directly from your Okta dashboard using IdP-initiated SAML login. This streamlined experience helps reduce friction during authentication and helps users access Atomicwork faster.
• We’ve enhanced how Atomicwork syncs user attributes from Okta especially for organizations that cannot or prefer not to grant the Manage applications permission.

This enhancement ensures your team can set up user provisioning with greater flexibility, regardless of how your Okta permissions are structured.

Sync workforce changes seamlessly  with Oracle HCM

You can now automatically sync workforce changes—like new joiners, role changes, and exits—directly into Atomicwork with the Oracle HCM integration. Changes in Oracle HCM automatically reflect in Atomicwork, instantly triggering onboarding and offboarding workflows without any manual intervention, ensuring employees have the right access from day one.

For example, when a new hire is added to Oracle HCM, you can automatically create user accounts, configures permissions, and grants access to apps through Atomicwork.

Sync users via Azure AD‍

You can now sync employees directly via Azure AD, just like with Okta. This is helpful for customers who are on Azure but need a besides-Teams option to keep their employee data flowing into Atomicwork.

Global change calendar for org-wide visibility

Org admins can now access a unified change calendar across all workspaces by navigating to Change calendar in the left navbar. With this global view, you can:

• View all change activity in a single, consolidated calendar
• Drill into any change for more context with just one click

Updates to workflows

With new triggers, actions and placeholders, you can now automate more complex processes.

New triggers and actions added

• For service items: Service item added, Service item removed, Service item updated.
  When a service item is updated, it will now trigger any workflows that run on the Request updated trigger.
• For SLAs: First response SLA breached, Resolution SLA breached
• Approval status as a trigger
• Azure workflow actions: Get user details by ID, Update user details by ID

We've also introduced System and System or any person as trigger options, allowing actions executed by a workflow to trigger other workflows.

Introducing the Analyst role‍

We've introduced a new Analyst role that will give users visibility into analytics and reports—without needing workspace or org admin permissions.

• Global Analysts: Can access the Performance and Insights reports that track Atom's metrics across the board.
• Workspace Analysts: Can dive into reports specific to a workspace.
• Agent + Analyst = Super agent: Combine the Agent and Analyst roles to allow someone to view report data and jump straight into specific requests!

Jam(f)-packed asset management with Atomicwork

Effortlessly track, secure, and control your Apple devices—all in one place.

• Sync all Apple OS devices from Jamf to Atomicwork instantly.
• Perform remote actions like Restart, Shutdown, Lock, or Wipe devices as needed.
• Manage assets directly from incident tickets.

Driving better knowledge management with the Google Drive integration

Sync, search and stay updated effortlessly on all knowledge stored in your Google Drive folders, through Atom.

• Sync Drive files (docs, slides, sheets, and more) into workspace topics.
• Permissions are inherited from Google Drive, with all updates (including file changes and permissions) syncing every 24 hours.
• Ask Atom not just for answers from these files/folders but also for detailed analyses on structured data in Sheets.

Handle complex change processes with conditional actions

You can now add conditional actions to your change templates to handle variable change workflows such as dynamically assigning approval policies or calculating risk scores based on specific form inputs.

With conditional change actions, you can:

• Trigger actions at specific points in a change process based on selected criteria — like stage transitions or form inputs
• Define condition groups using IF-THEN logic with support for multiple conditions (AND/OR), allowing you to dynamically apply different actions depending on the criteria
• Set fallback actions in case none of the conditions are met, ensuring consistent workflows

Dynamic approvals for asset relationships

You can now send approvals based on indirect relationships, such as people linked to assets that are part of service items, with extended capabilities of our relationship attributes.

Previously, you could send approvals to users explicitly chosen in a service form. You can now traverse relationship attributes: starting from the service request, following a linked asset, and then triggering an action (like an approval) based on a person associated with that asset.

This unlocks smarter, context-driven workflows that stay in sync with how your organization assigns ownership.

What this means:

• You can now trigger approvals based on asset ownership or responsibility.
• Approval logic can traverse from a service item → asset → associated user.
• There’s no need to manually map these users in each service item — it's handled dynamically.

For example, a "Server Decommissioning" service item, a requester selects a server. That server has an "infra contact" defined. The approval is automatically sent to that infra contact — even though they were never directly mentioned in the service request.

Smarter workflows for smarter service management

We've introduced new workflow actions and enhanced filtering to build more advanced workflows.

• Create a request – Automatically generate a request of supported types within the designated workspace.
• Create a linked request – Link a newly created request to the original for better tracking and relationships.
• Delete request – Move requests to the trash effortlessly.
• Filtering on Reply/Comment triggers – Execute workflows only when specific conditions in replies or comments are met, improving accuracy.

Assistant Insights 2.0: Deeper analysis for smarter actions

The Insights report now provides a detailed breakdown of questions and conversations under each Helpful/Unhelpful theme, helping teams refine their content and support strategies.

With this update, admins can:
- Match workspaces to themes allowing them to take targeted actions
- Spot patterns faster based on the questions grouped under each theme
- Gain deeper insights by viewing full user conversations for each question

For example, if your workspaces are structured by function (Marketing, Finance, IT, etc.), you can now quickly identify which content needs updates to improve self-service and deflection rates.

Fine-tune the Assistant's knowledge scope

Org admins can now customize the categories of questions the Assistant answers, ensuring it aligns with their unique needs without losing accuracy. This enables:

• Expanded scope: Beyond IT support, the Assistant can now handle questions in categories such as Arts & Entertainment, Finance, Travel, and more.
• Improved accuracy: If an organization's needs overlap with non-IT topics, Atom will respond accurately, reducing unnecessary denials and avoiding off-topic responses.

For example, an airline or travel company could enable Travel & Tourism topics so the Assistant can help employees with flight schedules, travel policies, visa requirements, and baggage guidelines —without affecting its handling of IT-related queries.

Code Actions in workflows

You can now run custom JavaScript code within workflows. This means you can execute complex logic, transform data, and integrate deeper with third-party systems—without being limited to predefined actions.

Using data pills, placeholders, and webhooks, you can dynamically pull request details, modify inputs on the fly, and trigger external API calls.

For example, during employee onboarding, you can dynamically create users in Okta while avoiding duplicate usernames. A custom script can check for existing usernames and modify them if necessary (eg. andrea.s@company.com → andrea.s1@company.com), reducing errors and manual work.

Helping agents work smarter, not harder

• The spotlight search (⌘+K / Ctrl+K) now supports searching through changes and assets. This allows you to quickly find and access critical information across the Atomicwork platform without navigating between multiple pages.
• You can now @mention anyone in your organization on replies to requests and changes. This will instantly loop them into the conversation, allowing them to provide clarifications or inputs without needing to switch tools or rely on email back-and-forth. Tagged users will receive Slack/Teams notifications, from where they can directly respond to the conversation.
• Agents no longer need to guess which request attributes to fill in or what values to use! With Attribute auto-fill, Atom now suggests the most relevant attribute values for requests based on details like subject, description, comments, and user data including department and assigned assets. Agents can apply them all with a single click—saving time and reducing errors.

Smarter self-service with the Knowledge Agent

• Auto-generated knowledge: The Knowledge Agent helps reduce request volumes by automatically generating verified answers or service items for Unhelpful themes in the Insights report. It analyzes resolved requests to generate relevant content that can be added to your Verified Answers with just a few clicks items—so users get the right solutions instantly.
• Structured data analysis: You can now filter, search, and perform calculations on spreadsheet data that has been added to Atom's knowledge (in Topics) by asking natural-language questions like “Which department has the highest female-to-male ratio?” or “What’s the average salary increase by job role?”. No need to work complex formulas or manually build graphs to understand what your data is telling you!
• Managing trusted knowledge sources: If you’ve integrated Okta or Azure AD with Atomicwork, you can choose which provisioned apps have their public documentation automatically enabled as a knowledge source for Atom.

Putting change management on autopilot

We've introduced event-driven workflows for changes to take the manual effort out of change management. You can now:

• Trigger workflows automatically when changes are created or updated.
• Create conditional workflows by using change templates, types, and global change attributes as filters to trigger the right flow.
• Leverage powerful actions from both changes and workflows, including adding tasks, approvals, forms, and updating attributes.

For example, when a high-risk change is initiated, additional review steps can be triggered automatically at any stage to ensure compliance or security. You can also automatically notify teams whenever a specific action is completed. This not only enforces standardized processes but also saves time by reducing manual oversight.

Linking people, assets & requests with relationship attributes

We've introduced relationship attributes to help you capture the complex connections between people, processes, and resources in your organization.

You can now link assets, service items, and requests to people and other assets.
For example, you can:

• Assign a designated infrastructure contact and define a relationship to all relevant assets, ensuring the right person is always identified for troubleshooting, maintenance, or escalations.
• Define relationships between assets, such as linking a backup server to all server-type assets—making it easier to track dependencies and manage failover scenarios.
• Assign owners to specific service items, so access requests and approvals can be routed automatically to them.

You can use relationship attributes to automatically trigger approvals, populate values in workflows dynamically, and also trigger conditional flows.

Customizing incident forms

You can now create customized incident forms for different types of incidents, ensuring agents get the right details upfront—without the back-and-forth.
With custom incident forms, you can:

• Tailor forms to different incident types so agents have the right context from the start.
• Filter and track incidents by form type for better organization.
• Use incident forms in SLAs & workflows to prioritize and automate actions based on the specific incident.

So, if an employee reports a VPN issue, they’ll be guided through a VPN-specific form, ensuring agents get relevant details like device type and location—leading to faster resolution.

Streamline IT and engineering workflows with the Jira integration

Agents can now create and link Jira issues directly from a request in Atomicwork, eliminating the need to switch between apps. This simplifies collaboration between IT and engineering teams, speeding up resolution times.

How it works

• Org admins can map Atomicwork workspaces to Jira projects.
• Agents or admins can create or link Jira issues to requests in a workspace from the Jira project mapped to it.
• They can also view Jira issue details such as status, priority, and comments directly in Atomicwork’s request details page.

So now, when an employee reports an incident that requires engineering effort, the IT agent can immediately raise and track a Jira ticket for the engineering team, ensuring both teams stay aligned on the issue.

Personalize your Assistant's behaviour

Org admins can fine-tune the Assistant's behavior with the updated Assistant settings. This allows you to customize the Assistant to better serve your organization's unique needs and priorities.

• Customizable casual conversations: You can configure the Assistant's responses to generic questions for more dynamic and engaging user interactions. For instance, you can create a tailored response for "What can you do?" to make the Assistant more relevant and approachable for your users.
• Acronym support: You can define and manage organization-specific acronyms, ensuring the Assistant accurately recognizes and responds to questions involving these terms. This improves the ability to address internally specific topics effectively.

Bring your Azure resources seamlessly into Atomicwork

Expand your asset management capabilities by syncing Azure resources such as VMs and Action Groups directly to Atomicwork. Combined with Intune and Kandji sync and native asset tracking, this integration provides a holistic view of your organization’s asset landscape.

Key capabilities

• Admins can choose the Subscriptions and Resource Types they want to sync with Atomicwork.
• You can map Azure attributes to Atomicwork attributes for seamless data integration.
• You can also add and manage tags on assets in real time, enabling dynamic asset classification.

If your organization uses Azure VMs for compute workloads and Intune for device management, syncing both sets of resources into Atomicwork allows IT teams to track and classify them with tags like “Production VM” or “Test Environment,” and link them to reported issues without switching between platforms. This ensures smoother operations and better visibility across cloud and on-prem systems.

Troubleshoot workflow errors easily

Admins can now view detailed logs of workflow actions on a request (including failures/errors) in Request Activities. These logs provide visibility into inputs, outputs, retry attempts, and API calls for third-party actions, ensuring transparency and faster troubleshooting.

For example, imagine a workflow that sends a Slack notification to a user by retrieving their details from Azure AD using their email. When triggered on a request, the Activities tab will show execution of every action within that workflow. If it fails at the step where it retrieves user details, the log for that action will show the inputs and outputs of the call to Azure AD. This helps you quickly identify and troubleshoot the issue.

Track, manage, and filter requests with ease

• Email chains get a makeover: Forwarded emails now show the original message upfront, with quoted text tucked away for clarity.
• Smart approval dropdowns: The approver policy dropdown now displays the name, avatar, and email, making it easier to distinguish between users with similar names.
• Agents can now see a helpful modal pop-up listing all mandatory fields for closure directly on the change details page. This makes it quick and easy to update required fields and close changes seamlessly!
• Email routing rule configuration: Now, workspace admins can also configure email routing rules for request creation, without involving org admins—especially useful for workspace admins with Exchange admin rights.
• Sort by Latest Reply: Quickly track recent updates by sorting requests based on the latest added comment.
• 'Completed At' Filter: Filter requests by their completion date for better organization.
• The curious case of when to reopen requests: Now, resolved requests will always reopen when the requester comments, regardless of settings. For other statuses in the Completed bucket, reopening will follow the configured workspace settings.
• Supervisors at work: Exclude specific agents in agent groups from auto-assignment while keeping them in private groups for oversight.

One call, many tasks

We’ve introduced a public API that lets you create changes and upload files in a single call. This streamlines integration with third-party systems, making tasks like migrations faster and more efficient by handling file uploads and change creation in one step.