When a request is created in MS Teams or Slack, it will be routed to the relevant workspace depending on your account settings. To set up routing rules for your account:
Navigate to Settings.
Under the Integrations tab, go to Channels and click on Settings in the MS Teams or Slack card (depending on which platform is connected to your account).
Click on the Routing tab.
Service requests will be routed to the workspace where the item is listed in the service catalog. Incidents will only be routed to IT workspaces.
The default routing rule is to route all requests to the primary workspace, which is the first workspace created in your Atomicwork account.
To change this, go to Settings > Workspaces and select the workspace you want to set as primary.
There are three ways in which requests can be routed:
Route all requests to the primary workspace. You can choose to route all requests from any channel to your primary workspace.
Ask the requester to select the workspace. You can allow requesters to choose the relevant workspace to which their request should be routed when creating the request. You can choose which workspaces should be available to requesters to choose from.
Route intelligently. You can enable Atom to intelligently route requests to the relevant workspace based on context and intent. Select which workspaces Atom can route to from the list of workspaces.