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Assign SR's to User, Not Firms

Bear
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One major hassle, as a CAD Administrator, is that any SR raised is assigned to a company and NOT the person who raised the SR. As someone who moves around from firm to firm and supports a lot of firms at the same time I would like to see the SR system revamped so that they are associated to a person and NOT a firm or someone who needs to be a Site Admin.

Thanks,

Parents
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    Anyone can raise a Service Request but higher importance is applied to those SR's that have been logged against a paying account. You can create a login to the Bentley website that has minimal permissions but is still able to raise an SR. If this account is a large enterprise that is paying us money for support then of course that is going to be treated with more importance. I can understand that you would like to keep track of previously raised issues but as you can understand while you are working for a particular company they are paying for this work. When you move to another company the last one you worked for may not necessary want you to have access to their account information.

    The future of support it is increasingly moving to the Bentley Community Discussion Forums. These are not accounts that are necessarily required to be specific to particular companies. I would suggest focussing on the posts, wikis and blogs in the Bentley Community that you place here rather previous Service Requests that you may have raised while working for various companies.

    Regards
    Andrew Bell
    Technical Support
    Bentley Systems

  • Offline in reply to Andrew Bell
    'I can understand that you would like to keep track of previously raised issues but as you can understand while you are working for a particular company they are paying for this work. '

    In most cases firms wouldn't have a clue what we raise as far as SR's go. I don't mind having a firm name against an SR, but find it incredible to lose access to this just because I'm not with that firm or because they have chose to not employ a CAD Admin any longer. It's not the firm that interacts with support, it's the user.

    'When you move to another company the last one you worked for may not necessary want you to have access to their account information.'

    Never been an issue before and I can see my history from many years back. As mentioned, I the SR's is still logged to a person and NOT a firm.

    'The future of support it is increasingly moving to the Bentley Community Discussion Forums. These are not accounts that are necessarily required to be specific to particular companies. I would suggest focussing on the posts, wikis and blogs in the Bentley Community that you place here rather previous Service Requests that you may have raised while working for various companies.'

    I'd love to Andrew, but Bentley are still making us log SR's and as long as this happens then these forums are limited in what we can post and follow through with.



  • Offline in reply to Bear

    We can empathize with your situation, but as Andrew infers, Service Request (although they are logged by individuals) are most definitely an account thing.

    "Bentley are still making us log SR's and as long as this happens then these forums are limited in what we can post and follow through with."

    Hmmm... there will be situations where a Service Request is necessary, but you can be assured that these forums are specifically intended to serve at any time the majority of questions that have come up previously or could come up in the future.

    This is not an argumentative or confrontational stance, we want to help as efficiently as possible, so integrating Communities into the overall support process is a great way to do that.

     

  • Offline in reply to Phil Chouinard

    Sorry Phil, but in the EAP and AECOsim EAP we have been told not to post issues in the forum, but to log SR's. I still can't see why I can't still have access to them if I no longer have Site Admin rights. The stupid thing to me is that by cutting off my access neither the firm or I have permission to view them. When you have as many as I do dating back some time and over a number of EAP programs, not being able to access them makes the system pointless in my eyes. Especially as I've had a number closed without my sign off. If I hadn't been able to see them to manage I would be none the wiser.



  • Offline in reply to Bear

    Unknown said:

    in the EAP and AECOsim EAP we have been told not to post issues in the forum, but to log SR's

    Could you please PM me with specific examples of this? URLs of forum threads where you are being told this would be most appreciated. I do not recall seeing this as a general thing, and normally we do NOT log Service Requests for betas or early access programs. But, specific examples would help provide context. I will reply back after taking a look at what you point out. TIA.

    AFA "firm [does not have] permission to view [these SRs]", I do not that is true... any site admin can see these SRs, but will confirm that, too.

     

  • Offline in reply to Phil Chouinard
    '... any site admin can see these SRs, but will confirm that, too.'

    As mentioned Phil, pretty much all firms I work\have worked for wouldn't know or care what SR's I have raised, but I do. I would be interested to see if other site admins can see the SR's I have raised as I don't remember being able to see others admins SR's at other firms, only those I have raised.

    Links to follow.



Reply Children
  • Offline in reply to Bear
    'AFA "firm [does not have] permission to view [these SRs]", I do not that is true... any site admin can see these SRs, but will confirm that, too.'

    Did you manage to confirm this Phil?

    I have also logged SR7000368481, asking non-site admins to have access to both EAP downloads as well as the SR Manager.

    I find it amazing that someone who has been involved in beta and EAP testing for close to 20 years can be locked out due to a technicality.



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