What's new at Atomicwork?

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• Edit unpublished templates safely and keep them as drafts until ready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Note: Agents will be notified if they try to cloning a change created from an unpublished template.

This gives you better control over which templates are in use, prevents agents from picking outdated options, and keeps the Change template catalog current across teams.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

Learn more →

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.

You can now create multiple parallel requests from a single Slack thread, while still keeping each conversation between requester and agent focused.

On Slack, Atom can now:

• Handle multiple intents from the same Slack conversation
• Maintain separate request context and threads for requests raised
• Support parallel actions without needing to initiate new conversations

Users can raise several needs at once while agents stay organized and context-aware, making high-volume Slack-based support much more scalable.

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Add and automate tags in Change requests for improved organization, filtering, and lifecycle management.

What you can do:

• Organize changes: Categorize changes with custom tags

• Automate tagging: Set workflow rules to automatically apply tags

• Better tracking: Filter and report on changes by tag

Keep your change management organized and easy to navigate.

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Export all users in your tenant to an Excel file—ideal for compliance audits, reporting, and user management.

What it provides:

• Complete user data: Export all user information in one file

• Audit-ready format: Excel format perfect for compliance reviews

• Bulk reporting: Simplify user management and documentation

Get a complete snapshot of your user base whenever you need it.

Connect Atomicwork to Microsoft Power BI to build custom dashboards and analyze real-time data across your entire operation.

What you can analyze:

• Assets, users, requests, and changes

• Custom metrics that matter to your business

• Real-time data visualizations

• Cross-functional insights

Slice, report, and visualize your Atomicwork data exactly how you need it.

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Atom now taps into even more trusted knowledge of common workplace and IT tools—delivering richer answers without IT maintaining every detail.

What's new:

• 777 additional knowledge sources: Expanded coverage of workplace tools and applications

• Automatic integration: Apps provisioned through Okta or Azure AD are automatically enabled as trusted sources

• Richer answers: Employees get more comprehensive support without burdening IT

Give your teams better answers from more sources, automatically.

Learn more →