Important Change to Your Service Request Portal Effective May 4, 2023

Dear Valued Bentley User: 

To enhance your support experience and ensure you get more efficient, timely assistance with service requests, Bentley Systems migrated from our HD Service Request Manager (SRM) portal to ServiceNow (SN) effective May 4, 2023. The new Bentley support portal will allow users to self-serve support questions by providing quick access to Bentley Communities knowledge base articles and forums, notify you of software outages, and connect you directly to Bentley support teams via web forms.  

What’s Changing? 

• You will see a new URL for ServiceNow when accessing this portal through CONNECT Center and Bentley.com. Please share this new site with all users in your location.  
• You will also now be submitting Cases (formerly known as Service Requests, or SRs), and the steps for how to do this are included in the Bentley Communities article here 

What about your Service Requests that are currently open in SRM? 

After ServiceNow goes live, the old SRM portal will be changed to a read-only state. Users can view their old tickets in SRM but will not be able to make edits or comment on the SRs. The SRM will be read-only for at least six months after May 4, 2023. Additionally, users can export data out of the SRM for recordkeeping.  

For active tickets still in SRM by ServiceNow’s go live date, they will be migrated to ServiceNow, which will serve as the primary source of truth for all active Cases. Users will see those migrated SRs in the Case Portal upon logging into ServiceNow with a link in the new Case that references the previous ticket.  

What Do You Need to Do Next? 

• Bookmark the new URL so you can always return to it as needed.  
• Visit the Bentley Communities Article for an overview of how to use the portal and other training materials 
• Update your profile as needed. Go to Your Profile in User Management for this and update your language preferences to ensure you’re receiving communications from us in the language of your choice.  
• Save this email! Helpful support links will be provided below.  

Still Need Help? - Please note links below will be live May 4th, 12pm EST

Quickly request help by submitting a case for: 

• Technical Product Support 
• Licensing Support
• User Administration Support
• Website & Login Support
• Billing Order and Contract Support
• IMS Federation Request
• Bentley Institute Product Training Partner
• User Learning and Success Programs

We appreciate your patience during this transition and hope the new Bentley Support Portal will positively transform your user support experience.  

Respectfully, 

Bentley Systems