Why are some service tickets closed without asking any details or receiving any answer from support analyst?
For example 7000466801 and 7000466804 are closed but I never received any notice from Bentley. What is happening?
During a recent incident audit, Bentley Support concluded that thisService Request should be closed. If this issue has not yet been resolved to your satisfaction or if you have further questions, we recommend searching or submitting your question to Bentley Communities (<%W>communities.bentley.com/.../>).
Hi Oto - those tickets were automatically closed by audit process on 18th September 2016. You should have received a closed message along with the audit closed text at that time. Regards,
So it is normal process to not reply to service tickets in timely manner and then just close it automatically!?These too regarding Conceptstation - 7000614398,7000614361,7000614346,7000610494
No - the aim is to respond to service tickets in a prompt and timely fashion. The Audit Close happens automatically if there has been no activity on a ticket after a certain time period (usually 6 months or more)I cannot comment directly on these tickets as I was not party to them at the time.Are any of them still live issues?
Ok then it is clear what happened, will check next time so the tickets don't get lost unresponded.
Yes these are still valid issues.
A Bentley colleague - more knowledgeable on these issues - should be contacting you shortly.Regards,