Workspace settings

Customize your workspace from Settings > Your workspaces > [Workspace name] > Workspace settings (Workspace settings). The General tab lets you edit the workspace name and description. The associated team cannot be changed.

Requests tab

The Requests tab is split into Prefixes, Automation and Problem assessment.

Prefixes

Each request type in the workspace gets its own prefix, shown before every record number. For example, service requests might show as SER-32, incidents as INC-32 and problems as PRB-32.

• Click the Requests tab and edit the prefix for each request type. Keep these rules in mind:

  • 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.

Automation

Assignment and closure

• Assign new requests to the first responder. Unassigned requests go to the first agent who replies.

• Auto-close resolved requests. Resolved requests move to closed after a delay. Use Close resolved requests after to set how long a request stays resolved before it's closed, for example 24 hours.

Replies to resolved or closed requests

• Ignore thank-you replies. A reply that only says thanks leaves the request as it is, so a quick "thanks!" doesn't reopen it.

• When a requester replies to a resolved request. Choose whether to reopen the request or keep it resolved.

• When a requester replies to a closed request. Choose whether to create a new request or keep it closed.

Major incidents [Only in IT workspaces]

Turn on Group similar incidents into a major incident to have Atomicwork identify and link similar incidents and alert your admins automatically. The row below the toggle summarises the current rule, for example "Send a message to admins if 5 neutral-similarity incidents occur within 30 minutes". Click Configure on that row to change it:

• Similarity: how closely incidents must match to be grouped.

  • Strict: For noise-free matching.

  • Neutral (Default): For balanced grouping.

  • Broad: For maximum coverage.

• Thresholds: the detection window (a minimum of 5 minutes and a maximum of 60 minutes) and the number of incidents that triggers an alert (a minimum of 5 and a maximum of 100).

• Who gets notified: who receives the channel notification or DM when the thresholds are breached. A major incident is officially created only when an admin acknowledges it.

Problem assessment [Only in IT workspaces]

Click Configure next to Problem assessment form to set up the form agents fill in on every problem. The form is common to all problems in the workspace, so any change applies to every problem in it.

Changes 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.