We’ve introduced some major enhancements to the Workflow Builder that make your workflows smarter, more resilient and easier to manage.

What’s new

• Continue on error: Choose to keep the workflow running even if a non-essential step fails, so small issues don’t stop the whole process.
• Retry from failure: If a workflow fails, restart it from the exact step where it broke instead of starting over.
• Skip subsequent workflows: Prevent workflow chains from running unnecessarily by skipping all downstream workflows when a specific condition is met.
• Use relationship attributes across actions: Use realtionship attributes in all workflow actions allowing greater flexibility when working with connected records.
• AI-generated descriptions: We now generate clear descriptions for your triggers, actions, and workflows automatically, so you spend less time documenting and more time building.

These updates help you recover gracefully from errors, avoid unwanted execution paths, and build workflows that reflect real operational complexity.

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The Insights report highlights the themes and pattern shaping your users’ needs and the factors influencing Atom’s responses, and team efficiency.

What’s new:

• See conversations and requests together, grouped by themes, to spot your most common issues quickly

• Drill down into any theme to see what’s driving workloads and where improvements will have the biggest impact

• Understand which knowledge and catalog items are helping deflect requests

• Spot bottlenecks like missing content, rising volume, or slow response areas

• Identify where Atom and automations can take over repetitive work

Insights gives you a clear story of what’s happening across your workspaces — where friction lives, what’s working well, and what you can improve next.

You can now connect Microsoft Sentinel to Atomicwork to bring security signals directly into ITSM workflows.

What’s new:

• Create, update, and resolve Sentinel incidents from Atomicwork

• Retrieve incident details, alerts, and threat indicators for faster triage

• Enrich IT security workflows with threat intelligence from Sentinel

With Sentinel integrated into your ITSM processes, security and IT teams can collaborate in one place, reduce swivel-chair time, and respond to threats with more context and speed.

Note: Reach out to your CSM to know more.

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Creating personalized emails, notifications, and messages in workflows is now faster and more seamless, with a redesigned placeholder experience that removes repetitive steps.

What’s new:

• Drag and drop the placeholder picker anywhere in the workflow editor
• Insert multiple placeholders, including those in nested lists, without closing the picker

No more repetitive clicks — you can create complex workflow messages quickly and configure automations much faster.

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The Atomicwork-Datadog integration connects observability insights with your IT operations so teams can act on metrics and alerts.

What’s new:

• Access Datadog monitors, events, and key metrics within Atomicwork

• Search logs and query metric data in context

• Trigger or update Datadog events during incident workflows

• Link observability signals directly to requests for clearer RCA

By tying Datadog data to ITSM workflows, teams can diagnose issues faster, coordinate across functions effectively, and improve operational resilience.

Note: Reach out to your CSM to know more.

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You now have deeper control over how each change attribute behaves across its lifecycle — from visibility to editability to when it’s required.

Settings for every change attribute:

• Visible in all forms
• Editable during change creation
• Editable post change creation
• Required during creation
• Required on closure

This flexibility lets you design more precise change processes, from hidden routing attributes to fields that only matter at closure, while keeping forms clean and compliant with internal change policies.

You can now print complete request records — including service requests, general requests, incidents, problems — right from the portal.

Every printout contains:

• Request description and attributes
• Conversations (up to 1,000 messages)
• Activity logs (up to 1,000 entries)

You can easily share details with stakeholders, maintain offline records, and simplify audit preparation without manual exports.

Note: Reach out to your CSM to enable this feature for your account.

Admins can now unpublish change templates to pause their use without deleting or overwriting them.

What’s new:

• Unpublish any change template to prevent it from being used to create new changes
• Existing changes created from that template will not be affected
• Edit unpublished templates safely and keep them as drafts until ready
• Republish with one click when updates are final

Note: Agents will be notified if they try to cloning a change created from an unpublished template.

This gives you better control over which templates are in use, prevents agents from picking outdated options, and keeps the Change template catalog current across teams.

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When external users interact with Atom via Slack or Teams, they are now automatically added to your Atomicwork account as guest users.

Why this matters

• Messages and actions by external collaborators on Slack/Teams are always attributed to the right person
• Guest permissions for external users ensure secure and controlled access
• All activity by guest users is tracked for reliable audit trails
• Workflows run wihtout a hiccup even when they involve guest users

This keeps collaboration with your partners, contractors, and vendors smooth while maintaining clear access controls and reliable auditability across all your communication.

Note: Reach out to your CSM to enable this feature for your account.

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You can now customise request notifications , including who gets notified, on which channel, and with what content.

What’s new:

• Enable or disable notifications per channel (Email, Slack, Teams) and persona
• Customize notification content and formatting
• Preview notifications before turning them on
• Intelligent conversion between HTML, Slack markdown, and Teams formats
• Smarter handling of attachments, service items, approval flows, and surveys

This makes notifications more flexible and easier to manage, letting you tailor your communication.