Creating a new Service Request (Technical Support)

Access Service Request Manager as described here.

Below describes how to log a new technical, product-related Service Request using Technical Support tile; other categories/forms follow the same design, sharing many fields or options. Please note that unique form is presented to users without maintenance contract (NON-SELECT) or users with valid Managed Services contract.
Technical Support

Please fill out the form. There is guidance below on how to complete the entries.

Field What to Enter
Severe Production Impact Check this box if your issue directly impacts production environment, business, project or deadline
 • This will automatically set the Issue Category as well as Priority
Issue Category Categorize type of the issue you are reporting (Incident, Request or Enhancement)
 • Product Enhancements Requests are prioritized by Product Management - Priority and Impact are not available.
 • Other Priority restrictions apply based on categorization
Phone Number Please provide your direct phone number where you can be reached if needed (optional)
Priority Measure how urgent the issue is
 • Available options are driven by Issue Category
Impact Pick the value from the list that reflects how many sites or users are affected
Product Free form search field that will populate product name as you type
Version Select from the list of versions applicable to the selected Product. If your version is not in the list choose the nearest and enter the actual version in the details
Product Area Choose the most appropriate keyword from the list
Product Language Select the language you use in the Product
Subject Enter a short description of the issue (max 40 characters)
User Tracking Number Optional field that can be used to map Bentley’s Service Request number to your own Support systems
Details

Please provide as detailed description of the issue as possible, including where appropriate:
 • steps taken
 • full error details
 • whether the same happens for other users
 • how many times the issue has occurred - e.g. does it happen every time or is it intermittent?
Upload File

If suitable, attach a test case and/or screenshots that demonstrate the issue. Compressing, especially if multiple files is strongly recommended.

Click on Submit to Support button

Next page will confirm successful creation a of a new Service Request, please note the SR number (email address will also receive confirmation email)
confirmation page

Other Language Sources

Polski

Deutsch

Italiano

  • Created by Bentley Colleague
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