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1. What is smartQED Incident Collaboration?

Introduction to smartQED

Welcome to the smartQED Slack bot user guide and command reference!

If you are involved in incident response and resolution at your company using Slack channels then you have come to the right place. The smartQED bot for Slack has been designed for you – to enable you and your team to resolve incidents quickly and easily, using the power of the smartQED Visual Incident Collaboration tool from within Slack.

What is smartQED Incident Collaboration?

smartQED Visual Incident Collaboration provides a visual workspace with integrated machine learning for faster collaborative incident and problem resolution. It empowers teams to solve problems efficiently through clear status tracking, effective multi-team collaboration, automated summary reports, and AI-based solution recommendations for new problems.

Who is smartQED for?

Teams who are involved in the response and resolution of business or technical problems and incidents can benefit significantly from smartQED. Complex or long-running operational issues, cross-functional problems, system or IT outages, and security incidents are all areas where smartQED helps to accelerate problem resolution.

What are the benefits of smartQED?

  • Track progress clearly – See the status and strategy at a glance for a problem / incident
  • Collaborate efficiently – Be on the same page, and easily find information in context
  • Send out reports easily – Email auto-generated reports to executives & stakeholders
  • Get recommendations – See cause & solution suggestions from historical data.

With smartQED’s Visual Incident Collaboration you can resolve incidents faster by up to 50%, and boost your team’s productivity by 30% or more. It is faster, easier, and smarter!

QED Investigation Maps

Visualization of an investigation in smartQED is done through the QED Investigation Map – a structured representation of the problem analysis, including the potential causes and their status, significant symptoms (clues), actions (with start and end times), notes and attachments, as well as assignments of causes to specific collaborators for investigation, along with due dates.

QED Investigation Maps use the popular Ishikawa / Fishbone diagram for compact display of the potential causes and sub-causes, with nested fishbones for complex in-depth problem analysis. In smartQED we have enhanced the basic fishbone structure to capture the detailed picture of an investigation with all relevant information for a cause specifiable in context. This layered and structured visualization is very effective in providing a summary view of the investigation, with details available as needed. Causes and sub-causes can be defined to any depth, and their status can be clearly indicated using colors for the various possible outcomes –

Contributing Cause (red)
Maybe a cause (orange)
Not a cause (green)
Likely not a cause (light green)
Undetermined (black) and
Not relevant (gray)

The cause hierarchy can alternatively be viewed as a tree to get the entire view of the problem / incident analysis and quickly create a fishbone out of the cause hierarchy.

Below is an example of an investigation map for a ‘Website Down’ problem:

As you can see, relevant information is displayed in the context of specific causes for easy visual tracking and efficient collaboration.

Move your teams and organization from incident chaos to clarity with the power of problem visualization, real-time collaboration, and ML-based recommendations from smartQED! 

Next 2. Problems, Causes, Clues, Actions
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