Learn the solution that leads to resolution

Discuss your issues in a secluded space

Business incidents handled with Conclude are raised, discussed and resolved in dedicated channels. These channels increase awareness and provide a quieter environment for discussing important issues.

A dedicated channel also functions as a reminder of an open incident. It sticks around until its issue is concluded. Nothing ever falls between the cracks. All issues are ensured a resolution.

Better yet,
information never gets lost in translation.

Raise an Issue

/raise <the issue you need to address>

/raise Booking Service: Our booking service is down! We need a fix ASAP. Problem and fix to be discussed here. @mae @tim @conrad

Choose the appropriate channel in Slack and use the command /raise.

Select a title to your raise. This will make the issue clearer to the team. Your issues title will also show in Conclude’s Report, allowing you to use it as a search criteria.

Mention specific @users to build a response team and invite them to join the discussion in the new temporary channel (see below).

Note! In private channels, all members will be invited by default. In public channels, you select the invitees by mentioning them. Alternatively, use the Invite All button you find in the temporary channel to invite all main-channel team members.

Concludebot will raise the issue and create a new, dedicated channel where your response team will address the issue.

In the main channel, where the issue was raised, you will see the following:

Raise how to
Temporary Channel:
More focus, Less noise

The temporary channel ensures the discussion happens in a secluded space, away from all the buzz in the main channel. The discussion gets a coherent form and is uninterrupted by unrelated comments. Your discussion will not distract others in the main channels. In fact, it helps reduce the noise in these channels.

In the example above we raised the issue in our #general channel. Conclude generated a temporary channel within #general and named it #_general-1. Clicking on this link will move you to the temporary channel where you will engage in the discussion.

Note! You must move to the temporary channel to participate in the discussion. Commenting on the main channel will not work.
Here is how the raised issue looks like in the temporary channel.

TemporaryChannelRaisedIssue
Invite All

Use the Invite All button to invite all members of the team in the main channel. Everyone will be able to follow and participate in the discussion.

Channel Rename

If you would like to rename the temporary channel, use the following command:

/concludebot rename [new channel name]

In our example, we want to rename it “web service”:

/concludebot rename _web-service

Use the underscore before the new name to keep the temporary channel on top of your channel list.

As a best practice, if renaming channels is important to you, incorporate it in your routine and do so as soon as you have raised an issue, as a step 2.

The bot will shorten the temporary channel name to _web-serv.

Engage your team

After the issue is raised and the team invited, the temporary channel is generated by Conclude and your team engages in the discussion.

Engage

During the discussion, you can invite new team members to join by @mentioning them.
Note! You cannot remove people from a temporary channel.

Public Discussions

In the example above, everyone in the channel #general will see the raised issue, but only the invitees will be notified.
However, if the discussion is interesting to uninvited channel members, they can invite themselves by clicking on the temporary channel link. A notification will show in the temporary channel whenever a new team member joins in.
This feature enables information sharing and allows people to follow or engage in issues relevant to them.
Note! Members cannot be removed from a temporary channel.

Private Discussions

If you want to keep a discussion private to a specific group of people, you create a private channel in Slack and raise the issue in this channel. All team members in a private channel will automatically be invited to join the conversation. Raised issue and related records will only be visible to this group of people.

Conclude

Once your team has reached a conclusion, use the command /conclude in the temporary channel to close the issue.

/conclude The booking service is up and running. Tim has ordered a new server. Budget approved by Mae.

Once the issue is concluded, the conclusion will be posted in the temporary and in the parent channel. The temporary channel will be archived and disappear from your channel list in Slack.

Concluded Issue

Main Channel

Concluded Issued

The issue, its entire discussion log and conclusion will be stored in Conclude’s Web App for later review and sharing. The Web App features Conclude’s 3 incident management tools: Dashboard, Report and Feed. These are reviewed in the Manage section.






Manage incidents with proper tools

When systematic incident management matters, you can use Conclude’s tools to keep track and ensure all your business issues are properly handled.

The tools also give you access to stored information on each issue ever raised with Conclude. You can search for any specific incident to review and easily share all its details with your peers.

It’s all in Conclude!

Dashboard

The Dashboard is a graphical, realtime overview of all you team’s incidents and their status. It is one of the 3 tools featured in the Conclude App.

Dashboard
  • Daily, monthly and yearly display
  • One click to Conclude's Report
  • Quick access to individual issues and details
  • Reachable from Slack
  • Dynamic data

The Dashboard displays your team’s issues by day, month and year. Click on any specific field to get to Conclude´s Report and access the related issues.

From the Report, you can zoom into each individual issue and view its discussion and resolution. You can manage it in detail: re-assign, change the deadline, share it with a peer, etc.

In Slack, the Dashboard is accessible from the link you see on a raised issue or conclusion. You can also use the command /concludebot app to get to it.

When managing a team, the Dashboard is an excellent way to get a quick overview of everything being handled by your people and access the level of detail most relevant to you.

The report: A detailed, searchable and real time view of all your teams issues, old and new, open and closed.

Dasboard

The FEED: Provides an overview of your team’s incidents and conclusions. You can view the entire discussion log and manage each issue in detail.