Effectively managing users and workspaces is key to optimizing Atomicwork for your organization. This guide will walk you through defining workspaces, assigning users to roles, and managing guest users, helping you maintain an organized and functional system.
Organize your workspaces
Workspaces in Atomicwork are used to organize teams, services, and knowledge sources. Each workspace should represent a distinct department or function within your organization, such as IT, HR, or Finance.
Start by setting up separate workspaces for each department, ensuring that they have access to the relevant service catalog, knowledge base, and users. Choose a primary workspace to centralize administrative tasks and organization-wide settings. This workspace is typically where company-wide services are managed.
The IT workspace often serves well as the primary workspace due to its central role in managing IT infrastructure and support across the organization. However, choose the workspace that best fits your organization’s structure.
Assign users and roles
Atomicwork supports different roles to manage access and responsibilities within each workspace.
Workspace admin: The workspace admin is responsible for managing the workspace, including configuring settings, managing the service catalog, and overseeing agents. Each workspace should have at least one admin who has a comprehensive understanding of the team’s needs. For example, in the IT workspace, the IT manager might be the admin, overseeing all IT-related requests and managing the team of agents.
Workspace agent: Agents are the primary users who handle requests, incidents, and other tasks within a workspace. They have access to the service catalog and knowledge base relevant to their workspace and can manage day-to-day operations. In the HR workspace, HRBPs might handle employee inquiries, manage leave requests, and update the knowledge base.
Assign users to appropriate roles based on their responsibilities. Ensure that each workspace has the right mix of admins and agents to handle its workload effectively. Regularly review and update role assignments to reflect changes in team structure or responsibilities.
Importing and managing users
To efficiently manage your employees and service teams in Atomicwork, you can import user data and assign them to the appropriate workspaces and roles.
Import users into Atomicwork using a CSV file or by integrating with your user management systems. This allows you to quickly onboard large groups of users and ensure they are correctly assigned to their respective workspaces.
After importing, ensure that users are assigned to the correct workspaces and roles. Use Atomicwork’s interface to update user assignments, manage permissions, and handle any changes as your organization grows. For example, if an employee transfers from HR to IT, update their workspace assignment and change their role from HRBP to IT agent accordingly.
Managing guest users and external collaborators
Atomicwork allows you to invite guest users or external collaborators who may need access to specific workspaces or services.
You can invite guest users by sending them an email invitation through Atomicwork. Guest users can be assigned to specific workspaces with limited access to ensure they only interact with the relevant teams and services. Set up permissions to control what guest users can view and do within a workspace. For example, if you’re working with an external IT vendor, you can invite them as a guest user to the IT workspace, allowing them to collaborate on specific projects or incidents without accessing other areas of the platform.
Please note that guest users cannot be assigned the agent role.
Regularly review guest user access to ensure it remains appropriate and aligned with your organization’s security policies.
By following these steps, you’ll be able to effectively manage users and workspaces in Atomicwork, keeping your system organized and efficient.