Bentley Portal Update - Important Change for Bentley’s Help Desk and new URL as of May 2023

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 how to navigate through the new portal
Quick reference Guide for users and administrators
1. Download the Bentley Support Portal Quick Guide here
2. Download the Bentley Support Portal for Administrators Quick guide here
3. Download the Bentley Support Portal for Partners Quick guide here
Training Videos for users
1. The New Bentley Support Portal Overview
(2) Registered User Set-up - Licensing, Cloud and Web Services

Overview of Portal

Navigating through the new portal should be easy following the steps below:

First, access the help desk system by logging in to https://bentleysystems.service-now.com/csp

Click on the link to access Bentley Communities Knowledge Articles or Community Forums

Click on the corresponding form link to open a case for support or assistance

Click on View My Cases to see a summary of all open and closed cases

Click on Open a Case to launch a form of the support you need

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.

Ask Bentley Communities takes you to the Bentley Product Communities page, where you can ask questions and get answers from Bentley experts and community users.
Search Knowledge Base can help you search for answers and find solutions to your questions in our extensive knowledge base. This also takes you to the external site - Bentley Product Communities.
Check for Service Outages allows you to search for any open service degradation or outage requests, such as if you are unable to sign in or access a Bentley Service. This brings you to the external site – Bentley Cloud Services Status.

To update your profile:

Go to Your Profile in User Management to set your language preference.

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

Create a Case – Option 1: To create a case, users can click on Open a Case (not selected for this example).

Create a Case – Option 2: Click on one of the choices on the bottom half of the home page (partial list shown). For this example, select the Product Support option on the home page.

The Product Support form opens (a populated case is shown).

The Required Information panel (shown under the Submit button) only appears when required fields remain on the form. It displays the list of fields required to submit the case.

Populate the required fields. Most of the fields on the form can be answered using drop-down menus related to each of the fields.
To view the entire software catalog, click the checkbox to the left of the Full Catalog. This displays the software from which the user can select from

When all required fields have been populated, the user can click Submit. The case is now saved and submitted.

The user is taken to the My Request – CS000xxxx. The case number appears at the top of the page, and the state of the item appears to the far right. Note: This page is where the user can view the progress of their case. The state of the record is "New" (shown on the far-right), meaning no work to address the case has occurred.

There are two tabs below the case name: Activity (shown by default) and Attachments (where attached files can be found – not shown)

Users can add comments to a case by clicking in the Activity tab, entering a comment in the Type your message here… field, and clicking Send. The message will appear as part of the dialog panel. Note: Support team member messages directed to the end user are also located in the Activity queue.

If the end user wishes to close their case, they can click the Close Case option under the Actions drop-down.

How to Access Your Cases

To create/manage existing cases, users can click on View My Cases from the top-right menu or View My Cases in the middle of the home page.

After clicking on View My Cases, the My Cases page opens. My Cases consists of three lists: All Cases, Action Needed, and My Cases.

The default view is All Cases. The user can access any case on this list by clicking on the case record locator.
To view cases requiring the user’s attention, click on the Action Needed option under My Cases. Note: These cases can be reviewed to confirm the solution was accepted or if more information is needed, the user can add a comment and send it to the support group managing the case.

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:

Link to email text document (for reference to those who did not receive the email) - Important Change to Your Service Request Portal Effective May 4, 2023