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September 2026 updates
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September 2026 updates
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A new layout for request detail pages

Available in sandbox. Coming soon to production environments.

What it is — Service requests, incidents, problems and changes now share one layout. The subject, description and key fields come first. Approvals, linked assets and AI usage sit in collapsible side panels.
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Why it matters — When an incident leads to a problem and then a change, every page is laid out the same way, so nobody has to relearn where things are halfway through.


​How it works — No setup needed. Collapse or expand a side panel once and it stays that way on the next ticket you open.

Category, type and item classification for every request type

Live since Sep 29, 2026

What it is — Subcategory is now called Type, and there’s a new Item level under it, for example Applications → Crashes → Outlook. This is the standard Category-Type-Item (CTI) model used in IT service management, and it now covers service requests, general requests and changes as well as incidents and problems.

Why it matters — More precise classification makes routing more accurate and reports more meaningful.

How it works — Admins choose which request types use it, and can change that at any time. Existing reports and filters that use Subcategory will now show Type.

A comment thread on every step of a change

Live since Sep 29, 2026


​What it is — Each task, approval and form in a change now has its own comment thread, with public replies, private notes, attachments and @mentions.
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Why it matters — Discussion stays on the step it’s about. You can also require a comment before a step can be completed, which gives auditors a clear record of what was done.


​How it works — Turn comments on per action group or per action in the change template builder, and set each one to Optional or Required. Existing templates don’t change until you do.

Bulk close tickets that need fields filled in before closing

Live since Sep 29, 2026

What it is — Bulk close no longer skips tickets that need fields filled in before closing. You fill in the fields once and the whole selection closes.

Why it matters — No more closing those tickets one by one. Your values only fill empty fields and never overwrite existing ones.

How it works — Select the tickets, choose Change status → Closed, and fill in the required fields when asked.

Approval workflows can now branch on “cancelled”

Live since Sep 24, 2026


​What it is — Approval steps in a workflow now have three outcomes: approved, declined and cancelled.
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Why it matters — If a request is withdrawn while an approval is pending, the workflow takes its own path instead of waiting forever or going down the wrong one.


​How it works — In the workflow builder, add actions under the new Cancelled branch of any Send for approval step.

Reply and change status in one click

Live since Sep 18, 2026


​What it is — The Send button now has a “Send and set as” option. One click posts your reply or private note and moves the ticket to its new status.
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Why it matters — Tickets no longer sit in the wrong status because someone forgot to update it after replying, so SLA and reporting numbers are more accurate.


​How it works — Click the arrow next to Send and pick a status. If that status needs resolution fields, you’re asked for them first.

Atom creates tickets from the conversation, no form needed

Live since Sep 15, 2026


​What it is — Atom can now create a ticket from your conversation with it. Nobody has to open a form, fill it in and submit it.

Why it matters — One less step between asking for help and getting a ticket created.
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How it works — Contact your account team to turn it on. A setting to turn it on yourself is coming.

Easier-to-follow reasoning from Atom

Live since Sep 15, 2026

What it is — When Atom works through a task as an AI coworker, its step-by-step reasoning is now cleaner and easier to follow in Slack, Teams and the portal.

Why it matters — You can see what Atom is doing at each step without the noise.

How it works — No setup needed.

Restart a stage when a change approval is declined

Live since Sep 9, 2026

What it is — When an approval in a change is declined, you can add actions, restart the current stage or go back to the previous one.

Why it matters — A declined approval no longer leaves the change stuck. The requester and assignee are notified, and every restart is recorded in Activities.

How it works — With Restart a Stage, you now have more control over what happens when an approval action is declined. You can:

  • Add additional actions
  • Restart the current stage
  • Restart the previous stage

Existing change templates need to be republished once after editing before the feature works on them.

Mention and follow agent groups

Live since Sep 9, 2026


​What it is — You can now @mention an agent group, or add it as a follower on a ticket, alongside users and AI coworkers.
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Why it matters — Bring a whole team into a ticket in one step. Members still get only one notification each.


​How it works — Type @ followed by the group name in a reply, or add the group from the Follow menu on the ticket.

Connect MCP servers with less setup, and use Atomicwork MCP from Claude Code and Codex

Live since Sep 8, 2026


​What it is — Bring Your Own MCP now supports CIMD (Client ID Metadata Documents). If an MCP server supports CIMD, you can connect to it without registering a client or entering a client ID and secret.

Atomicwork MCP also supports OAuth now, so you can connect from Claude Code or Codex by signing in with your Atomicwork account. You don’t need an API token.
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Why it matters — Connecting a new MCP server used to mean registering a client and copying credentials around. Now it takes a URL and a sign-in.


​How it works —
​To connect a CIMD-compatible server to Atomicwork:

  1. Go to AI Workforce → MCP store → Add MCP server and paste the server URL.
  2. Atomicwork reads the server’s configuration, selects OAuth 2.0 (Client ID Metadata Document) and fills in the OAuth endpoints.
  3. Add a name and category, click Connect, and sign in to the server.
  4. Once connected, the server’s tools appear in the list. They’re off by default. Turn on the ones you want and publish a policy to make them available to AI Coworkers.

To use Atomicwork MCP from Claude Code or Codex:

  1. Add the server using your tenant URL, https://<your-tenant>.atomicwork.com/mcp, with no auth header:
  • Claude Code: claude mcp add --transport http Atomicwork https://<your-tenant>.atomicwork.com/mcp, then run /mcp
  • Codex: codex mcp add Atomicwork --url https://<your-tenant>.atomicwork.com/mcp
  1. A browser tab opens. Sign in to Atomicwork and click Allow Access.
  2. Go back to Claude Code or Codex. Atomicwork’s tools are ready to use.

Find past Atom conversations in Slack

Live since Sep 3, 2026

What it is — Your earlier conversations with Atom are now under Agents & Tools in Slack’s left sidebar.

Why it matters — No more scrolling through DMs to find an earlier answer from Atom.

How it works — If you don’t see Agents & Tools, click on More in the sidebar to find the option. Only conversations started after September 3, 2026 will appear under Agents & Tools.

Start a workflow from a user event or on a schedule

Live since Sep 2, 2026


​What it is — Workflows can now start from user events (a user is created, updated or removed) or on a schedule that runs against a filtered set of users.
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Why it matters — Onboarding checklists can start the moment a new hire’s record is created, and you can send announcements to one part of the org or repeat reminders until someone acts, with no manual follow-up.


​How it works — Same workflow builder and actions. Choose User as the trigger source.

A round of smaller improvements:

  • Request creation opens in a central window with one searchable catalog picker.
  • Canned responses preview instantly.
  • The editor adds underline, strikethrough and blockquote.
  • Fields show type icons, and hovering a ticket ID shows a preview.
  • Security, Request, Incident, Problem and Change settings are each one page.
  • Long dropdown lists are now searchable, and menus work with screen readers.
  • Convert, move, clone and promote open in the same kind of window as create.
  • On mobile, the reply editor’s toolbar and Send button stay visible when the keyboard is open.

Each change is small, but together they take friction out of the things you do all day.