February releases: Love was in the air, but so was better service management

February might be the shortest month of the year, but we packed it with big upgrades to make service management smarter and more efficient. Whether you’re looking to automate self-service or optimize your workflows, these updates are here to make your life easier.

But first, we’re thrilled to announce Atomicwork’s CIO Advisory Board—a group of visionary IT leaders who will help us realize our vision of reshaping the future of enterprise service management. With their strategic insights on our product roadmap, we’re deepening our commitment to building agentic AI-driven solutions that can actively anticipate needs, adapt to context, and drive smarter decision-making across the enterprise.

Now, let’s take a look at everything we rolled out in February!

Turn knowledge into action – From instant answers to smarter analysis

Keeping your knowledge base up to date can be a challenge, but now it practically updates itself. The Knowledge Agent not only automatically generates answers based on resolved requests but also helps you analyze structured data with simple questions, making self-service smarter than ever.

Auto-generated knowledge: Admins can now see a detailed breakdown of user questions in the Insights report, helping you identify gaps in self-service. To boost deflection, the Knowledge Agent automatically suggests verified answers or service items for Unhelpful themes by analyzing successfully resolved requests.  

For example, if VPN setup issues keep recurring, it detects the pattern, learns from past resolutions, and generates a step-by-step guide that you can publish in a few clicks, so users get answers instantly instead of raising a request.

Structured data analysis: Beyond generating knowledge, the Knowledge Agent also helps you analyze structured data without writing complex formulas. You can now ask Atom natural-language questions like “Which department has the highest female-to-male ratio?” or “What percentage of changes missed their deadline?” to get instant insights—no dealing with cumbersome spreadsheets or manual calculations.

Tailor Atom’s knowledge to fit your organization

Every organization has its own way of communicating—whether it’s industry-specific topics, frequently searched information, or internal terminology. Now, you can shape Atom’s knowledge to better reflect your business. Define the topics it covers, manage trusted sources, and ensure employees get answers that truly align with your organization’s expertise.

• Choose what Atom covers – Customize Atom’s topics to match your industry or business needs, expanding beyond IT into areas like Finance, Travel, or Health. So, a fintech company can enable Finance enabling Atom to handle questions about transaction limits, chargeback policies, and fraud detection measures without interfering with IT support. ‍
• Manage trusted knowledge sources – If you use Okta or Azure AD, you can now control which provisioned apps automatically contribute public documentation to Atom’s knowledge base, ensuring users always get accurate, relevant help.

Let Atom suggest the right request attributes

Agents no longer have to guess which request attributes to fill in. Atom now suggests the most relevant attribute values, pulling from details like the request’s subject, description, comments as well as user data.

Instead of manually selecting request categories, asset types, or priorities, agents can apply these suggestions with a single click—saving time and reducing errors.

Put change management on autopilot

Managing changes shouldn’t mean constant tracking and manual updates. With event-driven workflows you can now automate changes with event-driven workflows so that reviews, approvals, notifications, or tasks are triggered the moment a change is created or updated.

Using change templates, types, and global attributes, you can apply conditional workflows based on risk or category, ensuring changes move through the right process automatically.

For example, if a high-risk change is submitted, the system can automatically trigger extra review steps instantly, enforcing compliance and security without manual setup. This keeps change management fast, consistent, and effortless.

Build better connections with relationship attributes

You can now link your assets, service items, and requests to people and other assets. This will enable you to create a structured system that improves organization today and enables AI-driven automation in the future.

Now, you can assign infra contacts to assets (Asset-People), connect backup servers to other servers (Asset-Asset), or link owners to specific reports (Service item-People), making it easier to manage dependencies and automate workflows.

With relationship attributes, you can:

• Automate approvals based on predefined relationships
• Use relationships as dynamic placeholders in workflows  
• Trigger actions and notifications based on linked attributes

For example, when an employee requests access to a report, approval is automatically routed to the report owner, and the report name can trigger a webhook to grant access, eliminating manual steps and ensuring a seamless process.

Run custom code in workflows

Workflows are now even more powerful with the ability to run custom JavaScript code inside them. This means you can transform data before passing it to another system, automate deeper integrations with enterprise apps and create dynamic workflows that adapt based on request details.

For example, if your team is onboarding a new employee, you can automatically create unique usernames in Okta by checking for duplicates and adjusting them dynamically (andrea.s@company.com → andrea.s1@company.com). This eliminates manual intervention and ensures smooth onboarding.

Tailor incident forms to the reported issue

You can now create customized forms for different types of incidents, ensuring agents get the right details upfront. This reduces back-and-forth, improves tracking and analytics, and allows workflows and SLAs to be automated based on form type.

For example, if an employee reports a network outage, they’ll see a network incident form that captures details like affected locations, connection type, and recent configuration changes, giving IT teams the information they need to troubleshoot and restore connectivity faster.

Other  enhancements for better efficiency:

• Granular request attribute controls – Admins can now set separate visibility & modification permissions for requesters and agents. ‍
• Upgraded Spotlight search – The Spotlight search now supports searching across changes and assets for quicker access. ‍
• @Mentions in requests & changes – Instantly loop in any of your teammates, who’ll receive Slack/Teams notifications for faster collaboration.

February may be over, but these updates are built to help your teams work smarter every day, by improving self-service and automating routine tasks. We’d love for you to try them out and share your feedback.

‍Sign up for a demo today and see how Atomicwork can take your service management to the next level.