Enhancement requests no longer initiated through Service requests

Just trying to resolve an SR and 1 of findings coming out of that is Bentley will no longer raise and log enhancement requests through SRs. ERs will be resulted through ideas portable instead. It's quite a shift in what I'm accustomed to so I just want to confirm if that is the case? 

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  • Just gone through the same process again and it seems Bentley has officially removed the ability to track Enhancements through support tickets. All Enhancements are now manage the way of Ideas Portal. So if you have an issue and they consider it a bug, support will deal with you. If Bentley decides it's going to be an Enhancement, off to the Ideas portal you go. 

  • Yes, teams use the Idea Portals now for enhancement requests. This has several benefits above the previous process. It enables you to see the status of your idea, get votes from other users to help influence prioritization, and posts comments directly to the Development team.


    Regards,

    Jesse Dringoli
    Technical Support Manager, OpenFlows
    Bentley Communities Site Administrator
    Bentley Systems, Inc.

  • Thanks for the confirmation Jesse,

    The problem from my perspective is to arrive at establishing an issue as an "Enhancement" (even though majority of your uses would call it a bug), a user might have gone through the multitude of hoops that are communities forum, support tickets, sometimes multiple rounds of those. Take the issue of copy/paste text in MS2023 as an example:

    https://communities.bentley.com/products/microstation/f/microstation-forum/247749/microstation-2023---bug-pasted-unformatted-text-defaults-to-arial

    Multiple users, multiple SRs, multiple forum posts. At one stage it was determined as bug by Bentley rep. Eventually it's an "Enhancement" so that the new software can perform as the older version. 

    In the past, that same "Enhancement" would have been filed and manage by Bentley support with all those history available to the dev team. Now, your paying customers have to start a brand new "Idea" by themselves hoping that development team will pay attention. There's no link between the "Idea" and the prior effort made through communities and/or SRs.

    It just seems flogging the Idea portal to us users is just a way to reverse the onus of raising/managing enhancements to your users rather taking ownership of properly developing your software

  • Hi Tuan Le,

    The ideas portal is the centralized place for users to collectively ideate and vote on feedback or product improvements. This gives the product team a centralized place to prioritize the investigation of the feasibility of ideas. By centralizing the feedback, we can be more reactive to user needs and make more of an impact on the overall user experience. If a user has general feedback that is not appropriate for the Ideas portal, we are happy to receive that always via a Support ticket. In conclusion, the  product team values your feedback and look forward to collaborating with you via the ideas portal.

    Regards

    Maria 



    Maria Garcia

       

  • portal is the centralized place for users to collectively ideate and vote on feedback or product improvements

    I'm pretty sure your users have been doing that effectively in this forum, so I fail to see the need for us to jump through another hoop.

    This gives the product team a centralized place to prioritize the investigation of the feasibility of ideas.
    By centralizing the feedback, we can be more reactive to user needs
    make more of an impact on the overall user experience.

    The talking points that you listed make it sound like the support/development team will be engaged more with users via the Idea portal. However, looking at the most voted MS idea:

    https://microstation.ideas.aha.io/ideas/MS-I-402

    Most if not all the comments are from users. And of the users' comments, all most all of those are from a single user named "Guest". There seems to be zero engagement/contribution/feedback from Bentley employees in the most voted idea. You want us to use the new portal, while even Bentley's own people don't participate in it. 

    Now that no new Enhancement will be raised, I'm just wondering what will happen to the previously filed enhancements now? Do they just get abandoned? Even though we were once promised that we would be notified once those enhancements had been implemented.

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  • portal is the centralized place for users to collectively ideate and vote on feedback or product improvements

    I'm pretty sure your users have been doing that effectively in this forum, so I fail to see the need for us to jump through another hoop.

    This gives the product team a centralized place to prioritize the investigation of the feasibility of ideas.
    By centralizing the feedback, we can be more reactive to user needs
    make more of an impact on the overall user experience.

    The talking points that you listed make it sound like the support/development team will be engaged more with users via the Idea portal. However, looking at the most voted MS idea:

    https://microstation.ideas.aha.io/ideas/MS-I-402

    Most if not all the comments are from users. And of the users' comments, all most all of those are from a single user named "Guest". There seems to be zero engagement/contribution/feedback from Bentley employees in the most voted idea. You want us to use the new portal, while even Bentley's own people don't participate in it. 

    Now that no new Enhancement will be raised, I'm just wondering what will happen to the previously filed enhancements now? Do they just get abandoned? Even though we were once promised that we would be notified once those enhancements had been implemented.

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