When an employee creates a request, it’s routed to a workspace based on a routing rule. Workspace admins and supervisors can view new unassigned requests in the Requests tab > Unassigned view and assign them to their teammates. Agents get notified via DM when a request is assigned to them.
Request views
Atomicwork categorizes request view filters into your request views and the workspace’s views for ease of access. In Atomicwork, requests have a 1:1 association with workspaces.
Your request views (Across workspaces)
Assigned to me. Atomicwork pulls up a list of all the requests assigned to you to work on when you click on this view.
Approvals and tasks. This is a list of all the requests where you've been added as an approver and all the tasks you have open.
Activity. This is a list of all the requests to which you've been added as a follower and the requests in which you've been mentioned
Requested by me. This is a list of all the requests you've raised as a requester.
Workspace views
Atomicwork groups requests, incidents, service requests, changes, and problems into workspaces so that teams don’t have to sort through requests they cannot handle to find the ones that need their attention.
Go to Workspace > Requests in the left navigation bar to pull up a list of requests.
You can view only the requests that are a part of the workspace you have access to. You can access the entire list of views by clicking on <x = number of views> more. You can add filters and save the view as a custom view for all agents in your workspace to access. If you'd like to share a view with another agent, click on the ... icon and click Copy link to view to get a shareable link.
Here is a full list of default views:
Today. Use this view to keep track of all requests due today
Unassigned. This is a view that supervisors and admins can use to assign requests to agents as they get created.
High priority. With this view, you can view all the high and urgent priority requests created and associated with this workspace, no matter the current status of those requests.
Service requests. This is a list of all the service requests raised by employees. Service requests are automatically routed to the workspaces that list the service that the request is linked to in its service catalog.
All requests. This is a list of all the requests created and associated with this workspace.
Incidents. All the incidents in the workspace.
Trash. When you delete a request, it moves to the trash view. You can restore or delete trash requests forever if they don’t give you joy. Requests in the trash will be in read-only mode. You cannot add any new responses or replies to them.
You can also modify what attributes you'd like to be a part of your request list page by clicking on Display. Within a workspace, requests can be assigned to specific agent groups, which determine their visibility and handling permissions.
Agent groups
Admins can manage three types of groups:
Open groups: Requests assigned to an Open group are available to all agents in a workspace. All agents can view these requests, be assigned to them, add replies and comments, or update attributes.
Restricted groups: Requests assigned to a Restricted group are fully accessible only to agents within that group. Other agents in the workspace can view these requests but can only add private comments.
Private groups: Requests assigned to a Private group are only accessible to agents within that group. Other agents in the workspace cannot view these requests.
Send replies and add private comments
If you want to send a reply to the requester, open the request and select the Reply tab before typing out a message. The AI Assistant will send answers as updates to the requester as a DM. Requesters can respond to the DM, and their response will be synced to the request in Atomicwork.
Select the Private comment tab and type out a message visible only to other workspace operators to add a private comment on a request. You can @mention your teammates in a private comment if you’d like some input (we’ll notify them for you).
Working on a request
When you start working on a request, you need to make sure that the status of the request matches the solution progress and pause/let the SLA timer tick on. Atomicwork has seven default request statuses but you can add more to reflect your team's processes.
You can change a status by clicking on the value in the field and choosing a new status. If you just want to resolve the request, click the Mark resolved button at the top right corner and the request will be moved to the resolved stage.
Keep abreast of all updates on a request by adding yourself as a follower to the request. You can do so by clicking the Follow button in the top right corner of the screen. You also have the option of adding other employees to make sure all stakeholders stay in the loop. All request updates will be sent to you (and other followers) by DM. You can remove yourself as a follower from the request.
You can also catch up on all request updates by clicking on the Activities tab in a request to view the request timeline.
Add approvers to a request or setup a workflow for speedy resolutions
Staying informed with notifications
Requesters can get updates on the status of requests they’ve raised by asking the AI Assistant. The Assistant will notify agents via Slack or MS Teams on updates to requests that are assigned to them and on pending journey tasks. This way you'll always be in the loop and can manage your tasks efficiently. You will be notified when:
A request or incident is assigned to you
A private comment is added on a request you're handling
You're tagged on a private comment in a request not assigned to you
The SLA for a request you're handling is breached or is about to be breached (depending on the SLA settings)
A request assigned to you is approved or declined
Setting up workflows for request management
Workflows with defined triggers, conditions, and actions, can free your team from doing routine tasks and sending updates. Workflows can use tags as conditions and include actions to add tags to requests or incidents. For example, a workflow action that notifies the head of IT when a service request from a senior executive is reprioritized can help the IT team manage service delivery expectations and mitigate frustration. Only workspace admins can set up workflows.