Workspace settings

Customize your workspace to suit your team's processes. Navigate to Settings > Your workspace > Settings to edit workspace settings. You can edit the name and description of the workspace in the General tab. However, the associated team cannot be changed.

Request tab

Request prefixes

You can customize request prefixes to better categorize and organize your requests.

• Click on the Requests tab.

• Edit prefixes for the request types associated with the workspace. Here are some notes to keep in mind as you edit the prefix:

  • The prefix has to be a minimum of 2 characters and a maximum of 6 characters.

  • You can't use numbers as a part of the request prefix.

  • In a workspace, every request type needs to have a unique prefix.

Group similar incidents [Only in IT workspaces]

Atomicwork provides configurable controls for the detection and management of major incidents.

• Configurable sensitivity modes: Workspace admins can fine-tune how incidents are grouped with these modes:

  • Strict: For noise-free matching.

  • Neutral (Default): For balanced grouping.

  • Broad: For maximum coverage.

• Alert settings: Workspace admins can configure detection window and the number of incidents that can trigger a major incident.

  • Detection time interval: A minimum of 5 minutes to a maximum of 60 minutes

  • Threshold number: A minimum of 5 to a maximum of 100

• Admin-Gated Escalation: When thresholds are breached, a channel notification or a DM is sent to workspace admins. A major incident is officially created only upon their acknowledgment.

Problem assessment form [Only in IT workspaces]

Configure this workspace's problem assessment form. This assessment form is common to all problem requests and any changes made to the form also get applied to all problems within this workspace.

Request workflows

Every Atomicwork account includes default workflows that you can toggle on or off.

• Assign requests to the agent who responds first. If a request is unassigned, it's assigned to the agent who sends the first reply to the requester.

• Automatically close requests marked as resolved. You can choose to automatically close a resolved request after a given time period.

• Manage responses to completed requests. If a completed request (status is Resolved, Cancelled, Closed or any custom status in the Complete stage) gets a response from the requester, you can choose to either reopen it or create a new request.

Change tab

Change prefix

You can customize change prefixes to better categorize and organize your changes.

• The prefix has to be a minimum of 2 characters and a maximum of 6 characters.

• You can't use numbers as a part of the request prefix.

• In a workspace, every request type needs to have a unique prefix.

Access control for reopening changes

By default, anyone can reopen closed or cancelled changes. When this setting is enabled, only admins will have the privilege to reopen them.

Access control for change approval

Configure whether a requester can approve or reject their own change request. By default, requesters can approve their own changes. When this setting is disabled, requesters are prevented from being added as approvers and cannot act on their own change requests.