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Raise an issue

An “issue” could be a decision that needs to be made, an idea to be discussed, an incident, a task, a recruitment, an activity or anything else related to a process. It can be urgent, important or just a daily problem requiring a resolution.

To raise an issue with Conclude in Slack choose the appropriate channel and use /raise followed by the issue you need to address, for instance:

/raise Our booking service is down! We need a fix ASAP. @mentions

Mention specific @members to build a response team and invite them to join the discussion.

Conclude will raise the issue and create a dedicated channel - the raised channel - where the response team can get to work.

The following is optional during a raise:

  • Select a more descriptive channel name for the raised channel than the one created by Conclude. (#_devops-21 in the example below). Do this by typing # followed by the custom channel name immediately after the /raise command:

/raise #_devops-urgent Booking Service: Our booking service is down! We need a fix ASAP.

Tips! Use underscore before the chosen channel name to place it at the top of your channel list in Slack.

In the parent channel, here is how the raised issue will look like:

When you click on the _devops-21 link shown in the parent channel, you will jump to the raised channel.



Type /c help raise in Slack to get a help text on the raise command.

Note! Only people with permission to create channels can raise issues using Conclude.

    Best practice:
  • Choose a channel where the issue naturally belongs.
  • Type in a raise text that's obvious and searchable.
  • Use language that's both clear and concise.
  • Stay on topic and raise a new issue if the discussion forks and a new subject warrants its own channel.
  • Unless necessary, avoid mentioning @channel @team @all to reduce noise in the raised channel.
Raised channel

The raised channel is the temporary dedicated channel generated by Conclude when you raise an issue in the parent channel (such as #devops, #sales, #marketing etc.).

    The discussion

    The issue raised will be discussed from start to finish in the raised channel.

    A single issue is addressed in each raised channel, making sure that the discussion stays on topic and is not interrupted by unrelated comments. A raised channel is an ideal place to conduct in-depth discussions that require more thinking and focus.

    Note! You need to jump 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.

    Self-archiving

    Once the issue is concluded, the channel self-archives and disappears from the channel list in Slack.

    Information sharing

    All information shared in the channel is archived and can be viewed and searched in the Conclude app. You can create a link and share the entire discussion log and resolution with your peers.

    Inviting members

    The raised channel will only be visible to the invited participants. Team members not invited to join the discussion are still able to see the raised issue in the parent channel. They can also invite themselves to join in.

    You can invite new members by @mentioning them or by using /invite or /c invite in the channel. /c invite gives you the option to invite Slack user groups, such as @dev-team. Slack user group support is experimental and may only be available in Conclude Business in the future. One special case is @channel, which invites the entire crew of the parent channel. Using the “Invite All” button works the same way.

    Removing members

    The procedure is the same as when removing someone from a channel in Slack. Go to channel settings, view channel details, click on the member you would like to remove and choose “remove from #channel-name”, or use Slack’s /remove command. This applies for both public and private channels.

    Once removed, the person will no longer see the raised channel. However, they will still see the raised issue in the parent channel and can invite themselves to rejoin the discussion. If your intention is to keep a discussion secret from someone in this channel, create a new private channel with the people you would like to involve and raise the issue in this channel instead.

    Removing yourself

    You use the same procedure as in Slack. Go to channel settings and click on “Leave # name” or use Slack’s command /leave.

    Rename a raised channel

    If you would like to rename the temporary channel, do so during the /raise or use the following command: /c rename [new channel name]

    Note! Only issue owners and administrators can rename a channel.

Why use raised channels instead of standard channels?


Raised channels:

  • Are ideal for in-depth, important discussions.
  • Are resolution focused and dedicated to one single issue.
  • Prevent issues from mixing up with other topics and being forgotten.
  • View the entire discussion in one single, coherent thread.

And they:

  • Self-archive once the issue is concluded, keeping your channel list clear.
  • Are temporary in nature, functioning as reminders of open issues. As long as a channel shows, members are aware no conclusion has been reached.

Standard channels:

  • Are ideal for chats and less ideal for in-depth discussions.
  • Host multiple parallel conversations.
  • Important things might fall in the cracks if they are not addressed immediately.
  • Are not resolution focused.
  • Discussions are ad-hoc and fragmented, making information difficult to share.

Engage your team

You have raised the issue and invited the response team. Now you all engage in the discussion in the raised channel.

Engage

You can use Conclude to raise issues in public and private channels in Slack.

Discussions in public channels

When you raise an issue in a public channel (such as #general, #random, #devops etc.):

  • All members will see the raised issue.
  • Only invited team members will get notified and become members of the raised channel. The raised channel will appear in their channel list.
  • Members who are not invited can invite themselves by clicking on the issue link in the public channel.
  • You can invite more members by @mentioning them during the discussion or using /invite or /c invite in the raised channel. /c invite allows you to invite Slack user groups (such as @dev-team, @sales-east, etc.) in addition to individuals. Slack user group support is experimental and may only be available in Conclude Business in the future.
Discussions in private channels

When you raise an issue in a private channel (such as #top-secret), all team members will see the raised issue and will automatically be invited to join the conversation in the raised channel.

Here you can remove a member or yourself from the discussion by using Slack’s command /remove or /leave as explained above. Keep in mind that anyone removed from the raised channel will still be able to see the issue in the parent channel.

If you want to keep a member of the private channel out of the discussion, create a new private channel in Slack and raise the issue in this channel instead.

Conclude!

Use the command /conclude in the raised channel once your team has reached a conclusion.

Close the issue with a brief synopsis following the /conclude command so the resolution is clear to anyone who needs to review the issue.

If you don't want to provide a synopsis, Conclude will notify your team the issue has been closed without a summary.

Conclude

Following a conclusion:

  • A resolution notification will appear to update the members on the conclusion, appearing both in the raised and parent channel.
  • The raised channel will self-archive and disappear from your Slack channel list.
  • All information related to the issue will be stored in the Conclude app. The app holds a complete overview of all issues, and you can search and manage each one in detail.

Use /c help conclude in Slack if you need help concluding an issue.

Reopening a concluded issue

You can reopen a concluded issue in the Conclude app, accessible from Slack through the command /c app or by clicking on the link shown in the parent channel.

In the feed, you can do so by choosing “Reopen" on the right side-menu. This action will reopen the issue and its raised channel in Slack. You can revive the discussion and conclude the issue again once you have reached a new resolution.

The Conclude App

The Conclude app provides a complete overview of all your team’s issues, and offers advanced search functions. You can access the app from Slack through the issue link shown in the raised or parent channel. Alternatively, use the /c app command to get a link to the current issue.

Dashboard

The Dashboard gives you a graphical view of all of your team's issues.

Dashboard

The dashboard lets you follow the progress of your team and stay updated on their current and past activities. Click on any blue number to display the issues represented by the number.

The histogram is an indication of the level of activity your team has generated throughout the year, month and week. Click on the histogram to zoom into the underlying data.

Feed

The Feed is an information repository featured in the Conclude app. It lists all issues raised with Conclude and allows you to manage each one in detail.

FeedModule-min

In the feed, click on any issue to open it. Use the action menu to update the issue text, change the deadline, re-assign it to another team member, share, export, open in Slack or delete it. You can also reopen a closed issue, which will un-archive the raised channel in Slack and re-invite the members.

The issue status is easily identifiable by the color of the bar next to it text, green for closed and orange for open. You can search for an issue by topic, status or owner.

Report

The Report provides a detailed, spreadsheet-like view of all your team’s issue.

Report

For each issue listed in the report, the following fields are displayed:

Owner The issue's creator or the person the issue is currently assigned to.
Created The date the issue was raised.
Updated Last time someone updated the issue by commenting, setting a deadline, concluding or changing the record in any other way.
Status Current status, open or closed.
Channel The parent channel in Slack where the issue was raised, such as #sales #dev, etc.
Issue The title given to the issue raised. If the subject is long, you can hoover over the text and a tooltip will pop up displaying the entire text. If no title is set during the subject’s raise, Conclude will create one using the first 140 characters of the issue text.
Summary The issue's conclusion. Hover over the summary text to see the entire conclusion.
Comments The number of comments a raised issue has receives so far.
Deadline The (optional) deadline.
Sorting

In the report, click on any row header to change the sort order. By default, the table is sorted by issue modification date (the Updated header)

Searching

You can do a search on any field using single or multiple criteria. For instance, if you are searching for a resolved issue from last year regarding a contract use the criteria: closed (status), last year (created/updated), contract (subject).

Use the following options when searching by the created and edited fields:

Last n ( days | weeks | months | quarters | year) e.g. Last 3 months
This ( week | month | quarter | year ) e.g. This week
Last ( week | month | quarter | year ) e.g. Last quarter
Since [date] e.g. Since May 2
Since [month] e.g. Since january
Since yesterday -
Since [weekday] e.g. Since Tuesday
On [date] e.g. On October 3
On [weekday] e.g. On Wednesday
In [month] e.g. In February
In [year] e.g. In 2019
From [date] to [date] e.g. From May 1 to June 8
Today | yesterday -
Managing and sharing issues

Click on any row in the report to access the issue’s management panel and edit its details. For instance, you can reopen a closed issue, comment, conclude and more. Here you also find the conc.ly link you can use to share important issues, discussions and decisions with your peers.

The report adds great value to Slack by keeping all information related to a specific issue in one thread and making important decisions transparent to your entire team. Since all data is archived and easy to find, you can share it with anyone at any point in time. Such features are an improvement to Slack's search and archive functionality.




Congratulations, you made it through the user guide. If you are unsure about a specific feature, remember you can always use /c help or contact us at support@concludebot.com