A request’s status and priority give a clear indication of its progress and the urgency with which it needs to be addressed.
You can resolve a request by clicking on the Mark resolved button in the top right corner of the screen.
You can also change the status by clicking on the status in the right column and choosing another status from the dropdown.
You can also automatically prioritize requests using workflows. Set up workflows to make sure that different requests have different priority levels ("I'm not able to add a custom emoji" vs "I'm not able to access the Internet") automatically.
Status in Atomicwork
Atomicwork has seven default statuses grouped into three stages. Statuses are unique to workspaces so every workspace can have its own set of statuses based on the team’s processes.
The three stages are:
To-do. This is a category for all statuses that indicate that this request needs to be worked on.
Open is a default status in this category, but you can add more.
In-progress. This is a category for all statuses that indicate request progress and what is blocking the speedy resolution of the request. For example, “waiting for the manager’s approval” or “waiting for a vendor” can help the supervisor figure out at a glance why a request has not been resolved. The default in-progress statuses are:
Pending
Waiting for approval
Waiting for vendor
Complete. This category is for all statuses that hint at a request’s end state. For example, “Cancelled” can be used for all statuses that the requester canceled before an agent got around to working on it. Here’s a list of all the complete statuses:
Resolved
Closed
Cancelled
Setting up a custom status
Navigate to Settings > You workspace > Request fields > Status.
Add a new status to the To-do, In-progress, or Complete stage by clicking on the + icon.
Access settings let you define whether requesters can view and ask for the status of their request. You also have the option of letting requesters cancel their requests if they’re no longer necessary.
Note: Having Resolved, Cancelled, and Closed statuses enables a more comprehensive and structured approach to task management and issue resolution. The Resolved status indicates that the task or issue has been addressed and a solution has been implemented, but it might still need validation, testing, or further confirmation before it can be considered officially closed. The Closed status indicates that the task or issue has been confirmed as resolved to everyone’s satisfaction.
Resolving and closing requests
When an agent feels like a solution has been implemented for a request and there’s nothing more they can do, they can mark it as resolved.
You can resolve a request by clicking on the Mark resolved button in the top right corner of the screen.
You can also change the status by clicking on the status in the right column and choosing Resolved from the dropdown. If the requester indicates they’re happy with the solution, the agent can directly mark the issue as Closed.
Your Assistant will notify the requester that the issue has been resolved. If the requester is unsatisfied with the resolution, they can respond and the request will be reopened or a new one will be created (depending on the workspace settings).
If there is no response, Atomicwork will automatically mark resolved tickets as closed in two days.
Priority in Atomicwork
Atomicwork has four default priority field values that you can assign to requests. They are:
Urgent
High
Medium
Low
All new requests are assigned medium priority, but a workspace agent can change the priority of a request.
Request priority can also be updated by workflows based on triggers and conditions.