What's new at Atomicwork?
Incidents
Changes
Major incident management improvements and now employees can raise change requests
Shared by Sajeesh
• July 04, 2026
1. New improved major incident management
What it is — Major incident management has been rebuilt end-to-end: AI-clustered or manually proposed incidents, admin approvals, promote/demote with automatic linking and SLA recalculation, and notifications across Slack, Teams, and Email.
Why it matters — You now get a structured framework for the major incident lifecycle. We've added governance, visibility, and auditability from proposal to resolution.
How it works — Admins review and approve proposals from a new Acknowledgements view (or directly from Slack/Teams via UAG), requesters track their own incidents in Proposed by Me.
Any incident can be promoted or demoted, with child/incident linking, specific SLAs, and a full audit trail applied automatically.
Major incidents are now globally searchable, filterable in Performance Analytics, and available as an is_major_incident filter for workflows, SLA policies, and reporting.
2. Employees can now raise change requests
What it is — Employees can now submit Change requests directly — previously limited to agents and admins — with accurate requestor mapping and status visibility.
Why it matters — Employees had no self-service path to request a change. This closes that gap.
How it works — Admins enable "raise change" per template, scoped to user segments, with per-attribute requester permissions (view/edit/required).
Employees raise changes via Create → Raise a change in the portal (Slack/Teams/UAG coming soon), and track them via Spotlight search or the new Changes tab.
They can view and edit permitted fields and post public replies, but can't manage stages, tasks, or private notes.