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With the launch of Bentley’s new ServiceNow help portal, users 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. Users 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.
With ServiceNow, users can create or manage their own cases (formerly known as Service Requests) for topics such as Technical Product Support, Billing Support, Licensing Support, Federated Account Requests, access to User Learning & Success Programs and the Bentley Institute Training Partner program.
Navigating through the new portal should be easy when 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 and 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 a 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
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.
Note: Support team member messages directed to the end user are also located in the Activity queue.
How to Access Your Cases
Note: These cases can be reviewed to confirm the solution was accepted or if more information was 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: