What's new at Atomicwork?

Need a dashboard tailored to your team's specific KPIs? You can now work with the Atomicwork team to build bespoke dashboards on top of incidents, problems, changes, service requests, and all associated metrics.

Share the metrics you care about and the personas who'll use it, and get exactly the visibility you need — whether it's security incidents, IT ops health, or service delivery.

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

No more adding assets one by one. CSV import for Assets lets you bulk-add your entire inventory in minutes.

How it works:

• Pick an asset type, upload your CSV (or download our ready-made template)
• Columns auto-map to asset fields — just review and tweak
• Pre-import validation catches errors before they land, with a downloadable error file to fix and re-import
• Get an email notification when the import completes
• Track every import — current and past — with full visibility into successes and failures

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The Service requests report gives you a centralized view of how requests move through your workspace — from volume trends to SLA health to user satisfaction.

What you can track:

• Volume & throughput — Created vs. completed requests over time (daily, weekly, monthly)
• SLA compliance — First response and resolution SLAs with hit-vs-miss breakdowns
• Demand insights — Which service items and categories are driving the most requests
• Approval tracking — Spot approval-driven delays before they impact fulfillment
• Satisfaction trends — CSAT scores tied directly to resolution outcomes

Every chart supports drill-down into the underlying request data, filtering by attributes and a CSV export for deeper analysis.
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See exactly how your incident management is performing. The Incidents report shows you response times, resolution trends, SLA compliance, and which incident types create the most noise.

Key metrics:

• Time to first response (median and average)
• Time to resolution and SLA compliance (hit vs. miss)
• Incident age distribution across your workspace
• Most and least reported categories and forms
• Unresolved incidents by status and impact

Use interactive charts to drill down into specific metrics, apply filters, and export results as CSV.

When a request or change is closed, cancelled, or resolved without approval intervention, pending approvals are now automatically marked as cancelled. Approvers receive a notification that their action is no longer required.

What this means for your team:

• No more "Approval Pending" items sitting in approver queues for resolved tickets
• Approval and ticket lifecycles stay fully aligned
• Cleaner queues, clearer intent, and stronger governance

Learn more →

Get full visibility into your change management process. The Changes report shows you actionable metrics on change volume, cycle times, and performance variance — helping you identify bottlenecks and optimize your release process.

Key metrics:

• Total changes created and average closure time
• Created vs. completed trends (daily, weekly, monthly)
• Unresolved changes breakdown by template, status, type, and priority
• Actual vs. planned duration variance with delay analysis
• Interactive drill-down — click through charts to explore specific change data

When someone replies with a thank-you to a closed or resolved request, Atom recognizes it and handles it intelligently. You choose the action: reopen the request or create a new ticket.

What's happening behind the scenes:

• Atom identifies thank-you messages and skips follow-up actions
• Configurable independently for closed and resolved states
• Parent-child linking keeps conversations organized
• Notifications flow through email, Slack, or Teams — wherever your team is

Your workflows are now more reactive and flexible.

• Tag changes as triggers: Trigger workflows when tags are added, changed, or removed — and access both the old and new tag values in your workflow logic.
• Update incident forms automatically: Update any incident form attribute directly from your workflows. No more manual updates — your automations now have full control to modify incident details based on conditions and logic.
• Reassign approvers on the fly: You can use the new "Manage Pending Approvals" action to dynamically reassign approvers based on conditions, team availability, or custom logic.

Learn more →

Admins can now define what information appears when your team hovers over a user's name. Choose up to seven attributes, drag them into your preferred order, and see real-time previews.

This works with all attributes, including multi-select tags, manager references, and location.

Need to attach a document, screenshot, or video? The File attribute now works across requests, changes, and forms, syncing seamlessly whether you're uploading from Slack, Teams, or the portal.

What you can do:

• Upload images, PDFs, videos, and more from any channel
• Attach files to custom form attributes
• Filter requests and changes by file presence
• See a complete audit trail of all attachments

Supported formats: JPG, JPEG, PNG, GIF, PDF, CSV, HTML, TXT, MP4.

Learn more →