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OPERATIONAL


                                          

QualityNet Slack



Slack is a digital based collaboration platform that allows you to connect with individuals as well as groups within the HCQIS Community using a variety of different methods including: Channels, Direct Messaging, Voice Calls, Screen Share, File Sharing and more.


QualityNet Slack is HARP (CMS Okta) integrated. If you plan to use QualityNet Slack, first obtain a HARP ID and then submit a request for a QualityNet Slack user role. The Security Official (SO) within your organization will review and approve the role request.

CURRENT APP INTEGRATIONS

QualityNet Slack has number of app integrations which aim to enhance your user experience and ultimately allow you to work more efficiently. If you would like to submit an app integration request please join the #plz-apps channel and submit a QualityNet Slack App Request intake form. Select the pinned shortcut or the shortcut icon in your message window.

What is it? The HCQIS ServiceNow integration enables users in Slack to create an incident in ServiceNow and report it to the QualityNet Service Desk without ever having to leave the Slack application.

Who is it for? All QualityNet Slack users

Why use it? You can report any issue or outage you are experiencing to the QualityNet Service Center by creating a ServiceNow incident directly from within Slack.

How? 

  1. To create an incident -- Type “/create_inc <incident description>”anywhere within Slack and an incident will be created.
  2. Slack will display your ServiceNow Incident number for tracking purposes. If you have access to ServiceNow you can click on the incident number to access the record in HCQIS ServiceNow.
  3. The HCQIS ServiceNow system will email you a notification confirming your ticket was opened.  Please use that link to view your incident record in ServiceNow rather than using the Slack generated link. *This is a temporary workaround due to an issue with the link functionality in Slack.

What is it? The Jira server integration with Slack allows Jira to securely send notifications about project/task updates to a specific Slack channel. The integration helps connect Jira Server projects to your Slack channels so the whole team has one conversation.

Who is it for? Anyone who has access to QualityNet Slack that needs to view alerts from QualityNet Jira.

Why use it? Relevant information at your fingertips! Give your team members constant, accurate, and up-to-date Jira information about work being done on team projects. Let team members know when you’ve created an issue and its work progression.

How? Contact your QualityNet Jira project admin to configure QualityNet Slack notifications for your respective projects. If you are unaware of who the project admin is for the project you want to receive notifications about, you can request Atlassian team help through the QualityNet Help Desk QualityNet_IT_Services@hcqis.org. You will need to include the following information in your request:
1. Please indicate that the request is for the PM3 Atlassian ADO
2. List the Slack channel(s) where you would like to receive notifications.
3. Include the name(s) of Jira projects from which you’d like notifications.
4. Also include:

• Type and Priority of issues to receive notifications about
• Level of Detail in notification that is desired. Brief or in-depth?
• Indicate when to send notifications:

o Issue creation?
o Assignee update?
o When comments are made?

      • Include restricted comments?

o When issues transition to a new work stage?

Best Practices
Limit what you request so that only relevant and significant notifications are received.

Any QualityNet Slack member that has a CMS Zoom account can use it to start or schedule a Zoom meeting. Any Slack member can join meetings even if they do not have a CMS Zoom account.
Why use it? Convenience! You can now instantly start and schedule Zoom meetings from any Slack channel, private group, or direct message using the /zoom slash command.
How? First time users, please remember to authorize Zoom during initial use by providing authorization for Slack to your CMS Zoom. When starting a Zoom call in a channel, use @member_username to notify the members whom you would like to invite.

What is it? Get a special email address to send notifications from any service that will show up in your channel of choice. Each integration has its own email address and customizable name and icon. Notifications configured for alerts in Slack Channels can only have hostnames and Internal (non-resolvable) IPs. Below are samples of how the Email app provides value:
• NetIM Alerts can be configured to send up/down alerts to include hostname to send to a defined Slack Channel(s).
• Team Distribution lists/mail boxes within Outlook can send email to a Slack Channel.
• BuildDevOps reporting tools (Splunk, Nagios) can be configured to send alerts to a defined Slack. Channel(s). Alerts frequently contain the hostname and Internal IP of the instance that triggered the alert. This notifies BuildDevOps teams there is an issue with a DevOps instance.

Who is it for? Any Slack user

Why use it? Users or teams can send alerts and notifications to a Slack channel.

How? Open a ServiceNow ticket, assign to HIDS OPS-Tools team, provide the Slack channel(s) where you would like to receive emails.

What is it? GitHub Enterprise app expands GitHub by posting notifications of commits and pull requests to a channel in Slack.

Who is it for? Developers, QA engineers, project managers, release engineers, operations and managers

Why use it? You can now be instantly notified through a Slack channel whenever there is a commit or pull request made in your GHE organization. Notifications can be configured in both the repository and at the organization level.

How? Open a ServiceNow ticket, assign to HIDS BuildDevOps team, and provide the Slack channel(s) where you would like to receive notifications along with your GitHub organization/repo.

What is it? Jenkins Cl app expands Jenkins by posting build start, success, and failure notifications to a channel in Slack.

Who is it for? Developers, QA engineers, project managers, release engineers, operations and
managers

Why use it? You can now be instantly notified through a Slack channel of your Jenkins build results.

How? Open a ServiceNow ticket, assign to HIDS BuildDevOps team, and provide the Slack channel(s) where you would like to receive notifications and please also include the name of your Jenkins Master.

What is it? The Giphy app lets you search a library of animated GIFs and share them in Slack. Once Giphy is installed to your workspace, any member can post GIFs in conversations from the shortcuts menu (lightning bolt icon to left of the message field.) 

Who is it for? Any Slack user

How? In the message field, type /giphy followed by a word or phrase (try /giphy great job). If you don't like a random GIF, click Shuffle to pick a new one. Then, send your GIF.

What is it? New Relic is a tool that monitors applications and servers in the HCQIS cloud. The New Relic integration with Slack allows it to securely send notification alerts (containing sensitive information) to a specific Slack channel. Sensitive information will consist of one host and private IP only.

Who is it for? Developers, QA engineers, operations, and managers

Why use it? You can now be instantly notified through a Slack channel of alerts sent by New Relic.

How? Open a ServiceNow ticket, assign to HIDS OPS APM team, and provide the Slack channel(s) where you would like to receive notifications. Include the name of your New Relic account. Alternatively, New Relic notifications can be requested during your migration to New Relic.

Best Practices
Instead of using a public or team channel, organizations should have a dedicated private Slack channel to access New Relic alerts.

What is it?  The RSS integration allows you to subscribe to an RSS or Atom feed URL and receive updates in Slack. Feeds will be fetched periodically, and new items will be posted to the specified channel.

Who is it for?  Users of SaaS products/services

Why use it?  Get notified immediately about any outage/service degradation of the product/service you are using.

How?  

  1. Open a HCQIS ServiceNow ticket.
  2. Provide the channel name where you want to receive notifications.
  3. Provide the RSS feed url from which the system status can be fetched.

Best Practices

With RSS you can find out immediately if there are any system issues rather than having to check status updates.



QUICK START GUIDE

This briefly and succinctly describes the essential steps to getting started with Slack

Step 1: Register for a HARP ID. For instructions on the process, refer to the HARP page.

Step 2: Once the HARP account has been created, log into HARP and request a QualityNet Slack user role. Follow the instructions below to submit this request. Note, your organization needs to have a Security Official identified before users can join.

Step 3: The organization's Security Official approves the user role request.

Step 4: User can access Slack via https://hcqis.slack.com using HARP credentials.


REQUESTING THE SLACK USER ROLE

Once you have created your HARP account (For instructions on the process, refer to the HARP page), or if you have an EIDM account, the next step is to request the QualityNet Slack User role. Expand the steps below to view the process.


Go to https://harp.qualitynet.org and log into your HARP account.

Once your role has been approved by your SO, you will then have access to Slack.

REQUESTING THE SLACK SO ROLE

Each organization needs to designate a Security Official (SO) who will be responsible for approving individuals for access to Slack within their organization. Below are the steps for requesting to be assigned as an SO. The submitted request will be sent to the Master Slack SO for approval. Once the request is approved, the organization SO will have full access to approve members of your organization for access to Slack.

Once you have created your HARP account (For instructions on the process, refer to the HARP page), or if you have an EIDM account, the next step is to request the QualityNet SLACK SO role. Expand the steps below to view the process.


Once your role has been approved, you will then have access to approve the members of your organization for access to Slack.

User Resources



Troubleshooting

If you are experiencing trouble with the audio for for your Slack call, here are the steps to take:

First, try quitting and reopening the Slack desktop app or your browser. If that doesn’t help, try restarting your device.

If neither of the options above works, follow the steps below to check that the right audio input and output sources are selected.

Check input & output settings:

Click the phone icon to start a call.

Click the gear icon in the top left corner of the call window.

Select your input or output source to open a drop-down menu and select your preferred microphone and speaker. You can switch between sources to see which ones work.

To test your microphone, say a few words and check that the voice meter moves up and down while you're speaking.

To check your speaker, click Test. You'll hear a chime if your speaker is unmuted and working correctly.

Check audio settings:

Check to make sure your audio isn't muted. Then confirm that Slack has permission to access your microphone.

 

If you're on Windows 10:

If others can't hear you on a call, follow these steps to make sure Slack has been granted access to your microphone:

  1. Open Settings.
  2. Select Privacy.
  3. Click Microphone.

Toggle the setting on.

There's also a known issue with Windows 10 where Slack cannot detect communications devices (like headphones or headsets) that are not the system default. To set your preferred device as the system default, follow the steps below:

  1. Open Settings.
  2. Select System.
  3. Select Sound.

Below Select your output device, choose the one you want from the drop-down menu.

Lastly, check that your audio drivers are up to date. If they're not, updating may resolve these issues.


Other Slack Call issues:

Occasionally users have trouble with:

  • Video
  • Bandwidth 
  • Call connectivity
  • Screen sharing
  • Windows or Chrome

Simple fixes to each of these which can be found in the Troubleshoot Slack Calls article in the Slack Help Center. 

If you need further assistance, reach us at #help-slack in Slack or contact the QualityNet Help Desk at 1-866-288-8914 from 7:00 AM to 7:00 PM CT Monday through Friday.


Analytics

Get insight about your channels to increase functionality with data like:

  • Where people send the most messages and files – private vs. public, channels vs. direct messages
  • Total number of members and number of messages sent
  • Number of weekly or daily active members

To access the Analytics Dashboard:

  1. Click on your Profile.
  2. Select Tools.
  3. Select Analytics.


QualityNet Slack Add-Ons

The QualityNet Slack app requests process provides a simplified, concise, effective and streamlined process.

  1. Please start submitting new requests for app integrations to QualityNet Slack by joining the #plz-apps channel and submitting a QualityNet Slack App Request intake form by selecting the pinned shortcut or the shortcut icon in your message window.
  2. New App request guidelines will be delivered directly to you via Slackbot message.
  3. Refer to the pinned items section of the #plz-apps channel for instructions on how to access the app request form. Please ensure that all fields are completed in the form and details are provided for User Stories (specific use cases for the app). Leaving the User Stories field unanswered (N/A) will not provide sufficient information for your app request form to be reviewed.
  4. The current #app-requests channel has been retired and is no longer used for tracking the app requests.  All users who are part of #app-requests channel are requested to join the #plz-apps channel.


Security Guidelines

  • PHI/PII shall never be shared within Slack. If this occurs, a Security Incident should be opened immediately.
  • Slack users shall be mindful of the type of content that is made publicly Vs. within private channels.
  • Slack is available on mobile devices. However, users should NOT download files on personal mobile devices as this may violate HCQIS CFE policies.
  • ONLY CMS approved Slack application (plug-ins) will be made available. To request an application please follow #app-requests on your Slack Dashboard


FAQs

GENERAL  |  ACCESS  |  WORKING IN SLACK   |  TROUBLESHOOT CALLS  |  SLACK & ATLASSIAN

General

QualityNet Slack is a digital based collaboration platform that allows you to connect with individuals as well as groups within the HCQIS Community using a variety of different methods including: Channels, Direct Messaging, Voice Calls, Screen Share, File Sharing and more. Learn more about Slack here.

Currently, CMS and all contractor users of pre-approved organizations in HARP can immediately request a user role. 

There is the possibility to have shared channels between the QualityNet and OIT instances of Slack in the future; however there are no channels shared at this time.


Access

For instructions on how to register for a HARP account, visit the HARP page.

Register for a HARP ID. Once the HARP account has been created, log into HARP and request a QualityNet Slack account via a HARP User Role. For instructions on this process, visit the HARP page. 

From your PC web browser:



SlackSlack
Windows | Downloads

  • Download Slack for free for mobile devices and desktop. Keep up with the conversation with our apps for iOS, Android, Mac, Windows and Linux.

From your Android:




Working in Slack

There are many ways in which HCQIS Slack users can get training and help on learning Slack and getting the most out of the tool. Options include:

  • Slackbot:  This is a tool to assist on how to do something in Slack by asking Slackbot a question or entering keyword(s).  Slackbot will provide an answer or suggest articles from the Slack Help Center.
  • Slack Foundry: This is a training app for Slack installed on the HCQIS instance of Slack. It provides integrative tutorials to help your team get the most out of slack.
  • Slack Tips: Learn how your team can get more out of Slack. Review documented tips on topics ranging from Slack Basics to Cross-Functional Collaboration.
  • Slack Channels: Send questions and comments to the HCQIS Slack team via the following Slack channels: #help-slack and #announcements-cms-hcqis

The following training resources are also available:


The maximum call participants are 15. For more information on making a call in Slack, visit the Slack help center here.

Recordings or transcriptions of calls are not recorded or stored in Slack. For more information, visit the Slack help center here.

Troubleshooting Slack Calls

Conducting a simple calls test can help identify problems you may be having while on a Slack call.  After running the test, use the troubleshooting information below to address any issues flagged.  Please note that the calls test is only available from the Slack desktop app and Slack in Chrome.

Here's how to run the test:

  1. Click the  lightning bolt icon to the left of the message field to open the shortcuts menu.
  2. Type /call --test into the search field at the top of the menu.
  3. Click Send to message input to add the slash command to the message field.
  4. Send your message. The calls diagnostic test will open in a new window.
  5. Click Start test.

Audio Troubleshooting Steps

If you are experiencing trouble with the audio for for your Slack call, here are the steps to take:

First, try quitting and reopening the Slack desktop app or your browser. If that doesn’t help, try restarting your device.

If neither of the options above works, follow the steps below to check that the right audio input and output sources are selected.

Check input & output settings:

Click the phone icon to start a call.

Click the gear icon in the top left corner of the call window.

Select your input or output source to open a drop-down menu and select your preferred microphone and speaker. You can switch between sources to see which ones work.

To test your microphone, say a few words and check that the voice meter moves up and down while you're speaking.

To check your speaker, click Test. You'll hear a chime if your speaker is unmuted and working correctly.

Check audio settings:

Check to make sure your audio isn't muted. Then confirm that Slack has permission to access your microphone.

 

If you're on Windows 10:

If others can't hear you on a call, follow these steps to make sure Slack has been granted access to your microphone:

  1. Open Settings.
  2. Select Privacy.
  3. Click Microphone.

Toggle the setting on.

There's also a known issue with Windows 10 where Slack cannot detect communications devices (like headphones or headsets) that are not the system default. To set your preferred device as the system default, follow the steps below:

  1. Open Settings.
  2. Select System.
  3. Select Sound.

Below Select your output device, choose the one you want from the drop-down menu.

Lastly, check that your audio drivers are up to date. If they're not, updating may resolve these issues.

Occasionally users have trouble with:

  • Video
  • Bandwidth 
  • Call connectivity
  • Screen sharing
  • Windows or Chrome

Simple fixes to each of these which can be found in the Troubleshoot Slack Calls article in the Slack Help Center. 

If you need further assistance, reach us at #help-slack in Slack or contact the QualityNet Help Desk at 1-866-288-8914 from 7:00 AM to 7:00 PM CT Monday through Friday

Slack & Atlassian

Slack is currently integrated with QualityNet Jira Server only. To request more info please contact us at Slack@hcqis.org or #help-slack.










System Status
OPERATIONAL

01/04/2021: The previous issue with loading messages and connecting to Slack are now resolved. The issue was not isolated to our HCQIS workspace, and has been resolved by the Slack vendor.

If you are experiencing any further trouble please reach out to the HCQIS QualityNet Slack Help Channel at #help-slack.  We strive to give you the best service possible and appreciate your patience. 

ServiceNow Incident: INC0177567 has been created to track this. 

What is Slack ?

Need Help ?

Please contact us via #help-slack or Slack@hcqis.org.

Security

Please note that Slack is neither a System of Record nor approved for sensitive information. What does this mean for you?

  • You should not expect posts or documents shared in this workspace to be backed up.
  • You should not share Personally Identifiable Information (PII) or Protected Health Information (PHI) in Slack.
  • Public channels, and media posted to those channels, are visible to all users. Sensitive data and media cannot be shared in these channels.

Questions?  Contact the OC Tools Team via the HCQIS Help Desk at qnetsupport@hcqis.org.

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