As an employee, you can find answers to your questions and solve basic issues like resetting passwords by yourself through Atom, the universal AI Coworker. If Atom is unable to resolve your issue, you can raise a request with your IT, HR, or any service team on Atomicwork. You can also raise a change when an allowed change template is available to you. You can do this by:
Initiating a request with Atom. Atom will read the intent of your message and surface the appropriate request form which you can fill out to log the request. It will be routed intelligently to the correct team.
Following up on requests with Atom. You can ask to see your open requests, and Atom will display your history, allowing you to navigate to any request for to add updates.
Using the Atomicwork portal. You can navigate to the Atomicwork portal to view all your requests or raise a new one.
Raising a change. You can ask Atom in Slack or Microsoft Teams, use the Atomicwork portal, or use the Universal Agent to raise a change when an allowed change template is available to you.
Raising a request via email. You can send an email to the respective service team’s email ID to raise a request.
Tracking a request. You can look up the status of all open requests you've raised right from Slack or Teams.
Initiating a request with Atom
Navigate to the communication app your company uses - Slack or MS Teams.
Go to Apps > Atom and click on the Messages tab to start a conversation with the Assistant. You can also @mention Atom on any public Slack channel or on standard and shared MS Teams channels to start a conversation with it.
Type in your requirements or describe the issue you're facing.
Based on your message, it will do one of the following:
Suggest a relevant service item from the service catalog
Prompt you to log the issue as an incident
Allow you to create a general request if neither of the previous options feels right (See "Get help")
Atom also detects change intent and surfaces the appropriate change template form in-channel. You can only see and use change templates that are available to you.
Enter any required details in the form and click Submit to log the request.
You will receive notifications on updates to your request through the Assistant, including a link to view the request on the Atomicwork portal.
Following up on requests with the Assistant
For Slack users
To add updates or reply to an existing request, navigate to the original request thread and respond there.
Replying in the Assistant’s main chat will be treated as a new conversation and won’t link to your previous request history.
You can even search for your requests by simply saying "Show me my requests".
Click on the relevant request to open it in the Atomicwork portal and add your reply directly there.
To see all your requests, click on 'View all my requests' to see all open and past requests.
Navigate to the Assistant app’s home page to view all your requests, approvals, and tasks. From here, you can reply, cancel, or open the request in the Atomicwork portal.
For Teams users
Navigate to the Assistant app and ask for your open requests by saying "Show me my requests".
Click on the relevant request to open it in the Atomicwork portal and add your reply directly there.
Using the Atomicwork Portal
Navigate to your company’s Atomicwork portal at https://yourcompany.atomicwork.com.
Click on Requested by me in the left navigation pane to see all the requests you've raised.
Click on Create at the top left to raise a new request, report an incident, or request a change when an eligible change template is available to you.
Fill out the required details in the form and click Submit to log the request.
Once logged, you can track and respond to the request directly from the portal.
For changes you raise, you can view the change, update attributes that are available to you, and send public replies. You cannot start or close stages, receive assigned change tasks, or view private notes.
You can also view approvals pending on you and assigned journey tasks in the Approvals and tasks tab in the left navigation pane.
Raising a request via email
If your company has enabled email as a channel, you can raise a request by emailing the respective service team’s email ID. In addition to raising the request, the Assistant will provide a relevant answer from your company’s knowledge base to help you resolve the issue on your own. Automatic replies such as out-of-office messages or delivery receipts won’t create a request. These emails are filtered out if they include headers like:
Auto-Submitted: auto-replied
Auto-Submitted: auto-generated
X-Auto-Response-Suppress: DR (Delivery receipts), OOF (Out Of Office replies), AutoReply (Auto replies)
This ensures only genuine emails are logged as requests.
You will be notified via email about any updates or responses to your request.
You can respond to the request by simply replying to the email.
Tracking requests and changes
You can track your requests and changes and stay on top of updates or responses by
Asking Atom: You can ask Atom "What is the status of my request or change" (or a variation) and get the status of open items that you've raised.
Logging into the portal: You can log into the portal and view your open requests and changes, along with their latest updates.
Using Spotlight search: You can find changes you created through Spotlight search. Search results show only changes you raised.
Using global views: Open the Created global view and select the Changes tab to see changes you created. Open the Mentions global view and select the Changes tab to see changes where you are mentioned.
Whether you’re using Atom in Slack or MS Teams, the Atomicwork portal, Universal Agent, or email, raising requests, reporting incidents, and raising eligible changes is straightforward. Notifications and updates keep you informed throughout the request or change lifecycle. If you have any questions or need further assistance, reach out through any of these channels.