With the launch of the new Bentley Support Portal in ServiceNow (SN), users can quickly access our Bentley Communities forums and knowledge articles to quickly and efficiently self-serve and troubleshoot software and other service issues as they arise. Users can also find information if there are any Bentley service outages and contact our support team directly by filling in a web form in case a question can’t be resolved through existing answers in the knowledge articles or the user forums.
With ServiceNow, users can create and manage their Cases (formerly known as Service Requests) for topics such as Technical Product Support, Billing Support, Licensing Support, User Administration, Federated Account Requests, User Learning & Success Programs, and the Bentley Institute Training Partner program.
Training Materials
Overview of Portal
Navigating through the new portal should be easy following the steps below:
Ask Bentley Communities, Search Knowledge Base, and Check for Service Outages are direct links that can be used to ask questions, get answers from the community, access knowledge articles, or check for service outages.
To update your profile:
The numerous panels on the bottom half of the page display options the user can access. These include View My Cases, which takes you to a list of all your cases. The other items all relate to the various forms you can fill out to open a case for request submission or to get help – e.g., Product Support to get help with Bentley product technical issues and User Learning & Success Program to submit LEARN server, live training, or academic requests.
How to Create a Case
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How to Access Your Cases
Still need help? Quickly request help by submitting a case for:
Training Videos
With the launch of Bentley’s new Support Portal, you can quickly access our Communities forums and knowledge articles to enable the ability to self-serve and troubleshoot software and other service issues as they arise. You can also find information on any Bentley Solution outages here and contact our support team directly by filling in a web form in case a question can’t be resolved through existing answers in the knowledge base or the user forum.
1. Opening a Case
In this video, you'll learn how to open a support case in the Bentley Support Portal. When you complete this course, you will be able to confidently open a case and correctly fill out and submit the case form.
2. Managing Cases
In this video, you'll learn how to manage cases in the Bentley Support Portal. When you complete this course, you will be able to effectively search, view and extract cases. You will also be able to identify the status of your case and action needed to resolve it.
3. Updating Cases
In this video, you'll learn how to update your open cases in the Bentley Support Portal. When you complete this course, you will be able to navigate through the View My Cases page, understand how to read case notes and effectively add comments and attachments to the case.
4. Closing the Case
In this video, you'll learn how to close a resolved case in the Bentley Support Portal. When you complete this course, you will be able to know how you are informed of a resolved case, accept or reject a proposed solution and effectively close a resolved case.
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Additional links:
Download the Bentley Support Portal Quick Guide
PDF
Download the Bentley Support Portal for Administrators Quick Guide
Download the Bentley Support Portal for Partners Quick Guide