How Conclude Works

Bring incidents to resolution. Uninterrupted.

Business incidents handled with Conclude are raised, discussed and resolved in dedicated channels. Conclude provides an undisturbed environment where your team can bring important issues to a conclusion.

Conclude's Dashboard and Report give a real-time overview of all ongoing and past incidents and help your team focus on what matters the most.

Raise an Issue


/raise < issue you want to address >


1. Enter the public or private Slack channel where you want to raise the issue, for example ‘#devops’

We call #devops the parent channel.

2. Type ‘/raise’ followed by the issue to be raised


Raise how to


3. You can set a title followed by a colon, for example ‘Booking Service:’

Selecting a title is not required, but having a title will make it clear for the team members what the discussion is about. A title will show in Conclude’s Report and can be used as a search criteria. If you don’t set a title, Conclude will choose the first 140 characters as the issue’s title in the report.

4. Invite the response team by mentioning them with ‘@‘

In private channels, all channel members will be invited automatically.

5. Conclude creates a dedicated, temporary channel also known as a raised channel

The invited team members will use the raised channel to drive the issue to resolution. In the parent channel where you raised the issue you will see the following:


Raise how to

Click on the channel link #_devops-21 to enter the raised channel. Here the discussion will take place, in a separate channel, undisturbed from discussions going on in the parent channel #devops.

You need to migrate to the raised channel to make comments. Comments made in the parent-channel will not show in the raised channel and will not be part of the discussion.

Only invited members will see the raised channel in their channel list. Team members who were not invited can see the raised issue in the parent channel and invite themselves to the raised channel if they like.

Click on the text link to view the issue in the Conclude app.

Here is how the raised issue will look like in the raised channel.



Use Invite All to invite all members of the parent channel to join the discussion.


Rename the raised channel

You can rename the raised channel using the following command:

Renaming

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

Renaming

We recommend using an underscore (‘_’) in front of the name to keep the raised channel sorted at the top and distinguish them from parent channels.

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.

Note that Slack only allows workspace admins and channel creators to rename a channel. This makes it even more important that you do so as soon as you have raised the issue.


The benefits of raised channels

Raised channels increase awareness and provide an undisturbed environment for productive conversations and idea exchanges.

All incidents handled with Conclude are raised, discussed and resolved in raised channels. A raised channel is a perfect space to discuss important issues and drive them towards resolution, one issue at the time.

A raised channel also functions as a reminder of an open incident. It sticks around until its issue is concluded. Once a resolution is in place, the channel is automatically archived and disappears from your channel list. All its information is systematically stored and easy to find in Conclude app.

You could argue that the same can be achieved using Slack’s private channels. Private channels may contain more than one issue at the time so discussions are less structured. Information exchanged in these channels will also be harder to retrieve once the channel is archived. In addition, such channels are not as focused on resolution as Conclude’s raised channels.

You can raise issues using Conclude in private channels. This will be further explained in the next session.


Now that you are done raising the issue, your team can engage in the discussion. Check the next step, Engage, to see what happens then.

Engage your team

When raising an issue with invited team members, Conclude creates a raised channel where your team can engage in a discussion.

Discussions in a raised channel look exactly the same as in regular Slack channels.


Engage




Discussions in public channels

Here is what happens when raising an issue in a public channel (such as #general, #random, #devops etc.):

Raised Channel

- Conclude generates a name for the raised channel, for example #devops => #_devops-1, #_devops-2 etc.

- The raised channel is sorted at the top of the channel list since its name starts with ‘_’.


Invitees

- All public channel members see the raised incident in the public channel.
- Only invited people get notified and become members of the new raised channel.
- Other public channel members can invite themselves by clicking on the raised channel link shown in the public channel.



Invite new members to the raised channel by @mentioning them, either when raising the issue or in the course of the discussion.

You can remove a team member from a raised channel from Slack’s Channel Settings menu.

- All public channel members see the raised incident in the public channel.
- Only invited people get notified and become members of the new raised channel.
- Other public channel members can invite themselves by clicking on the raised channel link shown in the public channel.



- Invite new members to the raised channel by @mentioning them, either when raising the issue or in the course of the discussion.
- You can remove a team member from a raised-channel from Slack’s Channel Settings menu.



View

- You can view all issues related to the channels you are a member of in the Conclude app’s Dashboard, Report and Feed.
- Conclude Basic limits Dashboard and Report to 31 days of issue history, while the Feed is unlimited. Conclude Business has no such restrictions.



Discussions in private channels

Here is what happens when raising an issue in a private channel (such as #topsecret):

- All members are automatically invited to join.
- All issues will be visible to this selected group of people only.
- You cannot exclude a person from a private raised channel.
- Create a new private channel and raise the issue in it to keep a member off the discussion.
- Issues raised in a private channel are kept private to its members in the Conclude app.
- No one else will see them.

Now that you understand how to engage your team, check out the Conclude section to learn how conclusion are reached. ,

Conclude!

Raised channels create by Conclude behave like regular Slack channels. Each time a new comment is made, the channel turns bold. The difference is that a raised channel will automatically be archived once its issue is concluded. This is how it happens:

- When your team is done with the discussion and you have a resolution, use the command /conclude [resolution text] in the raised channel to close the issue.

Example:

Conclude_Concluded-min

The conclusion will appear in both the raised channel and in the parent channel.

Parent channel view

Concluded Issued

Raised channel view

Concluded Issue

The raised channel is then archived and will disappear from your channel list in Slack.

The issue, its entire discussion log and conclusion will be stored in the Conclude app for later review and sharing.

You access the Conclude app by clicking on the link you see in the issue or conclusion text. The links are shown in the parent channel where your issue was raised.

You can also access the Conclude app using the command /concludebot app in Slack.

An archived raised channel can be reopened in Slack from Conclude’s Feed.


The Conclude app provides three ways to manage issues: the Dashboard, the Report and the Feed. These are reviewed in the Manage Incidents with Proper Tools section below.

Manage incidents with proper tools

Conclude provides tools that let you manage incidents systematically. You can easily track the progress and make sure your team pays attention to critical issues.

You can easily search and review any issue ever raised with Conclude.

Get a quick overview with the Dashboard

The Dashboard is a graphical, real time 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.

In the Report, you can open an issue and view its discussion and resolution. You can also 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.

The dashboard gives you a complete overview of current and past issues. It enables you to track your teams progress and go into detail if needed.

View it all in detail with Conclude’s Report

The Report is a grid view of all your team’s incidents. It is real time and is one of 3 tools featured in the Conclude app.

Dasboard
  • Detailed overview
  • Extensive sort and search functionality
  • Customizable view
  • Quick access to individual issues
  • Reachable from Slack
  • Dynamic updates

In the Report you see all details related to each issues being handled by your team. You can search using any of the parameters shown in the report. You can also customize the display by dragging the columns around.

The search functionality makes it simple to build dynamic reports that you can share with your colleagues. Just type the search parameters into the report and the URL of the current web page will adjust accordingly.

You can also keep track of deadlines and make sure all issues are timely handled.

When managing a team, use the Report to keep track of your team’s incidents and ensure each one gets a timely resolution.

Manage your incidents in the Feed

The Feed is an information repository. It provides a list view of each raised issue, its discussion-log and conclusion, and lets you manage incidents in detail.

FeedModule-min
  • View each incident, discussion and conclusion
  • Tools to manage each issue in detail
  • Share-link
  • Historical view of all your issues
  • Accessible from Slack
  • Dynamic data

In the Feed you have a list view of all your team’s raised incidents. The entire issue text is displayed for quick review. If the issue has been concluded, you see the conclusion summary as well as the team discussion.

Open and closed incidents are easily identifiable by color. Once you click on the issue text, an action meny is displayed and you can manage the incident in detail. You can edit the issue text, set or change the deadline, re-assign to another team member, share, export, open it in Slack or delete it. You can also reopen a closed incident if new information comes up or if the resolution is changed.

The Feed features search functionality. You can search an issue by topic, status or owner.

Many of the actions you can perform in the Feed, are also available in Slack through Conclude’s commands, such as /concludebot set deadline and /conclude. But in the Feed you have additional features, such as reopen, edit, share etc…

The Feed is an information repository where a historical, unlimited view of all your raised incidents is made available and can easily be found.

Use the feed to locate and disseminate important information. It allows you to easily share past decisions and their related discussions.