AtomicWork

AtomicWork is an agentic service management platform that empowers enterprise IT teams with AI-powered automation and modern service delivery capabilities.

Overview

AtomicWork is a next-generation IT Service Management (ITSM) and Enterprise Service Management (ESM) platform that combines conversational AI, workflow automation, and modern service desk capabilities to transform the digital workplace experience. With the AtomicWork connector in Tray.io, you can seamlessly integrate your service management data with other applications, automate IT workflows, and enhance operational efficiency across your organization. Refer to the AtomicWork API documentation for detailed information on authentication, input parameters, and response formats.

Authentication

Within the builder, click on the AtomicWork connector to display the connector properties panel. Select the Authentication tab and click on the Create new authentication button.

In the Tray.io authentication pop-up modal, name your authentication in a way that will quickly identify it within a potentially large list. For example whether it is a Sandbox or Production auth, etc. Consider who/how many people will need access to this authentication when choosing where to create this authentication ('Personal' vs 'Organisational').

The next page asks you for your application credentials.

Setting up API Authentication

To get your API credentials:

1. Log into your AtomicWork instance.
2. Click on your account icon on top-right corner > Public Key Token.
3. Click Create Token.
4. Copy the generated API Key, make sure to copy down this key as you won't be able to see it after.
5. Copy the tenant name from the base URL. E.g. with a URL 'https://traytest.atomicwork.com', tenant name would be 'traytest'.
6. In the Tray.io authentication modal, enter:
   • API Key: Your generated API key
   • Tenant Name: Your company's tenant name (e.g., yourcompany)

After you have added these fields to your Tray.io authentication pop-up window, click the Create authentication button. Your connector authentication setup should now be complete.

Please run the simplest operation available to test and make sure you can retrieve data as expected.

Use Cases

Sync AtomicWork Tickets with External Systems

Automatically synchronize tickets between AtomicWork and external project management or ITSM tools (e.g., Jira, ServiceNow):

• Create corresponding tickets in external systems when new incidents are raised in AtomicWork
• Update ticket status and resolution details bi-directionally
• Maintain consistent SLA tracking across platforms

Automated Employee Onboarding Workflows

Streamline new employee setup by integrating AtomicWork with HR and IT systems:

• Trigger onboarding workflows when new employees are added to HR systems
• Automatically provision accounts, assign assets, and create access requests
• Send personalized welcome messages and setup instructions via AtomicWork's conversational AI

IT Asset Management Integration

Keep asset information synchronized across discovery tools and service management (e.g., Lansweeper, ManageEngine):

• Import discovered assets from network scanning tools into AtomicWork
• Update asset status and ownership information automatically
• Link assets to users and tickets for comprehensive tracking

Knowledge Base Synchronization

Maintain up-to-date knowledge bases across multiple platforms (e.g., Confluence, SharePoint):

• Sync knowledge articles between AtomicWork and documentation platforms
• Automatically update article content when source documents change
• Enable consistent self-service capabilities across all platforms

Incident Response Automation

Enhance incident management with multi-platform coordination (e.g., PagerDuty, Slack):

• Create AtomicWork incidents when alerts are triggered in monitoring tools
• Send notifications to relevant teams via communication platforms
• Automatically escalate tickets based on SLA thresholds and severity

Employee Experience Analytics

Aggregate service management data for comprehensive reporting (e.g., Power BI, Tableau):

• Export ticket metrics and user satisfaction scores to analytics platforms
• Create executive dashboards showing IT service performance
• Track employee productivity improvements from service automation

Self-Service Portal Integration

Extend AtomicWork's AI capabilities across collaboration platforms (e.g., Microsoft Teams, Slack):

• Enable ticket creation and status checks directly from chat platforms
• Provide AI-powered responses to common IT questions in Teams/Slack
• Route complex requests automatically to appropriate service teams

Automated Compliance Reporting

Streamline compliance activities with automated data collection (e.g., GRC platforms):

• Export access reviews and asset information for compliance audits
• Generate automated reports on user permissions and system changes
• Track and document all service activities for regulatory requirements

This connector enables seamless integration between AtomicWork's agentic service management platform and hundreds of other applications in the Tray.io ecosystem, helping organizations build sophisticated automation workflows that enhance IT service delivery and employee experience.