Service Request Manager is web-based application enabling users of Bentley applications to submit Service Request (SR).
Any user can create a Service Request and there is no specific role required to do so. Users with valid maintenance contract can also use Service Request Manager to manage their existing issues – Update, raise Priority and Close or generate detailed report of all submitted Service Requests.
Service Request Manager is accessible from CONNECT Center > My Services > New Service Request or from Subscription Services Portal > Resources > New Service Request.
When entering Service Request Manager following option, categories are available:
Technical Support
Report technical product-related issues including hosted, managed services, and Success Plans. All product activation and licensing related issues should be directed to Licensing and User Administration.
Upgrade and Support Policy Assistance
Interested in upgrading to the latest and fully supported product? Have questions regarding the Bentley Support Policy and product lifecycle? Please provide the information requested and a Bentley representative will be happy to assist you.
Licensing and User Administration
Submit inquiries related to product licensing/activation or User Management.
Login and Website Assistance
Report login issues (CONNECTION Client, our cloud services, or web applications), and incident or enhancement requests regarding Bentley web applications (CONNECT Center, Subscription Services Portal, Service Request Manager, Software Downloads, or Communities).
Federation Request
Federated identity allows your organization to leverage its existing IT infrastructure to manage user credentials for your Bentley products and services. Connect with Bentley’s Identity Management System (IMS) experts if you need assistance with the integration.
Billing, Order, and Contract Support
Submit help request regarding an order, renewal, contract, or invoice.
User Learning and Success Programs
Need help with Bentley training, Bentley Institute, LEARNserver, STUDENTserver, and Bentley Development Network? We’re here to help.
Bentley Institute Product Training Partner
Submit queries related to training partners, training programs, and partner accounts.
My Service Requests*
See your previously submitted Service Requests and review status updates.
All Service Requests*
See a history of your organization’s previously submitted Service Requests. Edit your Service Requests and view requests submitted by others in your organization. Note: Users can edit only service requests that they have raised. Service Requests raised by others can be only viewed.
*available only to users with active maintenance contract. In a situation where contract is not valid, users are given below message: