What's new at Atomicwork?

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.

​Learn more →

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.

​Learn more →

1. Trusted email domains

What it is — You can now define a list of trusted domains for your email channel. Senders from those domains are created as Employees automatically.

Why it matters — Without domain-level controls, every inbound email, including spam and unknown external senders, creates a new user and a new request. This new update draws a clear boundary between your workforce, known partners, and unwanted noise.

How it works — To set it up, admins can go to Settings, select Security, and go to the Email domain access tab.

Add one or more trusted domains (e.g., acme.com) to create those senders as Employees.

For everyone else, choose a fallback: Add as Guest or Ignore email.

Remember: Subdomains aren't inherited (e.g. acme.com won't cover support.acme.com), and all senders are allowed by default until you configure this.

2. Multiple Application Owners in Access Management

What it is — You can now assign multiple owners to an application in Access Management.

Why it matters — Some applications are managed by more than one person, and approvals need to be handled by that group rather than a single owner.

How it works — Admins can add multiple application owners in one go, and create a policy for the application owners group, so approvals are managed collectively.

3. Allowed Hosts for API Credentials (formerly Webhook Credentials)

What it is — Webhook Credentials are now called API Credentials, and you can restrict which hosts a credential is allowed to be used with.

Why it matters — Without host-level controls, credentials can be used anywhere—creating a security loophole if a credential is ever leaked.

How it works — When adding credentials, admins can define a list of allowed hosts, and the credentials will only work with those hosts. The default allows all hosts, so nothing breaks. You can tighten it further by adding more restrictive hosts as needed.

Your service desk requests – incidents, problems, changes, or even service requests – don't exist in a vacuum.

Now you can link them to each other to mark the association between them. These could be "caused by", "parent of", "relates to", and more.

When a firewall update (change) causes a VPN outage (incident), anyone who opens either request gets the full picture.

Here's a quick walkthrough of Request Associations:

​Learn more →

Agents can now mark themselves as away — either for a fixed duration or indefinitely — and tickets will automatically route to someone available.

Nothing lands in your queue while you're having a moment to decompress or out on vacation. Just set a timer for when you plan to be back or manually set yourself as available when you return.

​Learn more →

Same platform, new look

Atomicwork got a complete visual overhaul — a new two-level navigation that gives every module room to breathe, and a dynamic theming engine that lets you make it yours.

• Redesigned navigation — A persistent rail for modules, a second layer for sections, and hover-to-peek so you never lose your place
• Personalized theming — Pick an accent color or start from one of six curated presets
• Reorganized settings and unified workbenches — Everything consolidated into a clean hierarchy across Knowledge, Workflows, Catalogs, Skills, and Approvals

Learn more →

Build automations by describing them

You no longer need to define workflow logic, branching rules, or trigger configurations to build a workflow. Just describe what you want in plain English, and Atom builds it for you — complete with triggers, conditions, and actions.

• Describe your workflow conversationally and Atom translates your description into a fully configured workflow
• Tweak, extend, or simplify the generated workflow after creation
• Works across incident routing, service requests, approvals, notifications, and more

Learn more →

Let AI write your workflow code

Atom can now also write code within workflows, with your service management and connected apps context. Technical tasks that previously needed a developer — writing a custom integration, building a script, automating a multi-step process — can now be handled conversationally.

• Context-aware code generation that understands your Atomicwork environment
• Iterative refinement to revise code without starting from scratch
• Scripts, integrations, and custom logic generated from natural language

Learn more →

Arrange your dashboard, your way

You can now rearrange and resize widgets on your analytics dashboards to build the view that works best for you.

• Drag-and-drop widgets — Rearrange charts, tables, and tabs by dragging them anywhere on the grid.
• Persistent layout — Your customized layout is saved automatically across sessions
• Works across all reports — Insights, Atom Performance, Request Reports, Survey Reports, Ticket Aging, and Performance

Note: Reach out to your CSM to get this enabled for your account.

Learn more →

Spot what matters with treemap charts

The Insights report now features a treemap chart to showcase your themes and subthemes. Data is displayed as nested, proportionally-sized rectangles — the bigger the block, the bigger the value — making it easy to instantly spot what needs attention.

You can instantly see which categories dominate without scrolling through tables and hover over any block to see the exact count, percentage, and label.

Learn more →

Atom moves from a single chat thread to a full portal experience inside Teams, with dedicated tabs for Chat, Notifications, and Approvals.

Atom in Teams now includes:

• Threaded conversations with full history
• A dedicated Notifications tab that pushes to your Teams Activity feed on desktop and mobile
• A first-class Approvals tab so your team can manage all pending approvals in one place
• Personalized prompts based on your org's knowledge base and catalogs

Your employees get a cleaner, more organized experience compared to the single chat thread they've been using.
​Learn more →
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Note: Reach out to your Atomicwork CSM to learn more. We're happy to walk you through the update.
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