Access Service Request Manager as described here.
Below describes how to log a new licensing and user administration related Service Request using Licensing and User Administration 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.
Please fill out the form. There is guidance below on how to complete the entries.
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
Categorize type of the issue you are reporting (Incident or Request) • Incident – Something is broken • Request – For service, advise or info
Please provide your direct phone number where you can be reached if needed (optional but strongly recommended)
Measure how urgent the issue is • Available options are driven by Issue Category
Pick the value from the list that reflects how many sites or users are affected
Select from the list of various areas • Subsequent filters may appear depending on Problem Area
Enter a short description of the issue, if not auto populated (max 40 characters)
User Tracking Number
Optional field that can be used to map Bentley’s Service Request number to your own Support systems
Please provide as detailed description of the issue as possible, including where appropriate: • Version of CONNECTION Client installed • Application and version (if not prompted from filters) • Full error details • Screenshot of error recommended • CONNECTION Client logs recommended • Whether the same happens for other users
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)