Do you also regret that you can no longer download a list of requests for change (RFCs) in our new service portal ANVA Support? Because how do you get insight into known incidents, failures and requests? Naomi Roelofsen from our Service Desk will give you an insight and help you on your way with useful tips. And the list of RFCs? It's back!
When we switched to a new service portal in January 2018, we also slowly said goodbye to our old system. Through support.anvabackup.wpenginepowered.com, customers are increasingly creating their own tickets. The percentage has increased from 13% in 2017 to 40% in June 2019. The rest of the tickets are created by us after the problem is reported to us by phone. For me as a Service Desk employee, this is a very nice result after the many efforts we have made to provide our customers with a tool that allows them to easily and quickly report a problem to us. In fact, support.anvabackup.wpenginepowered.com is much nicer to use for our customers. You have to fill in fewer fields when creating a ticket, which makes it a lot faster than before. In addition, we can keep you better informed about the status of a ticket.
What we did not take into account when we switched to the new system was the list of RFCs. At first, this seemed to us to be a functionality that was not often used. We were well wrong about that! The RFC list is a list of known bugs that we will fix in a new release of our ANVA Backoffice. This way you can see in advance if the new release fixes a known problem. But also in between, it can be interesting to take a look at the list. If a colleague reports something, before it's reported to ANVA you often go and see for yourself if you can find a cause. So by looking at the list in advance you save time and can report it directly to us or follow the progress in such a list. Over a year after the introduction of ANVA Support, we have had many questions about the lack of this list. Since we now well understand the demand for the overview, we have been working hard recently. This seemingly simple new functionality is a lot harder to implement in the new system. With a few tricks we managed to do it! On support.anvabackup.wpenginepowered.com you can now find the link 'open RFCs'. This gives you an overview of all open RFCs in the ANVA Backoffice with medium and high priority. This overview is a table with the summary of the RFC and the version in which the problem exists. We are in the process of adding available bug fixes to this.
Because some problems can be so blocking for many customers I have another tip. If a known problem with priority high affects multiple customers we put this notification in the 'Important Announcements'. You can find these announcements just like the list above on the landing page of support.anvabackup.wpenginepowered.com. As soon as a bug fix is available we will update the announcement. The bug fix can be downloaded and posted directly from the announcement.
I hope through these two tips to help you find the right information. Feedback on this is always welcome so I can see if we can make the information even better. Sharing this blog with other customers is certainly appreciated. This way we ensure that everyone is better able to see our known problems. If customers solve known problems themselves, they will have answers sooner and we will have more time to address new problems.
