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Licensing, Cloud and Web Services
Licensing, Cloud and Web Services Wiki New Service Request - Managed Services users
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    New Service Request - Managed Services users

    When users with valid Managed Services contract access Technical Support, they are presented with pop-up message listing phone numbers for immediate assistance in a situation where hosted services are not unavailable, in a degraded state, or performance is impacting the ability to conduct business as usual.

    Managed Services

    Please confirm whether the issue relates to a hosted (or on premise) Product covered under Managed Services contract.
    Managed Services

    Managed Services

    Fill out the form following guidance below on how to complete the entries.

    Field What to Enter
    Priority Pick the priority from the list.  For guidance on selecting the appropriate priority click here 
    Impact Pick the value from the list that reflects how many sites or users are affected
    Product If you answered 'Yes' to the Managed Services question, only products covered under your valid Managed Services contract are available in the list*
    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)
    Managed Services

    *If reported issue does not relate to a product covered under your Managed Services contract, please use following SELECT wiki instead.

    Other Language Sources:

    Polski

    Deutsch

    • SRM
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    • Managed Services
    • Service Request Manager
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    • Pavel Kolar Created by Bentley Colleague Pavel Kolar
    • When: Tue, Jun 8 2021 5:50 AM
    • Sylvia H. Last revision by Bentley Colleague Sylvia H.
    • When: Wed, May 17 2023 12:31 PM
    • Revisions: 18
    • Comments: 0
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