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 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?
Still Need Help? - Please note links below will be live May 4th, 12pm EST
Quickly request help by submitting a case for:
We appreciate your patience during this transition and hope the new Bentley Support Portal will positively transform your user support experience.