1. There are two quick ways to access the Service Now Portal.
a. From the Bentley Communities site, click the Menu icon and select the Support option.
Once on the Support page, click the Service Request Manager link.
b. The other option for quickly accessing the Service Request Manager is to use https://connect.bentley.com/.
Select New Case under My Services to enter the Service Now Portal.
2. Both methods will take the user to the same page: the Service Now Portal. Complete the Technical Support form with as much detail as possible.
Product
By using the textbox, the user can search for the product with which there is an issue. Start typing “AssetWise Inspections Server” into the textbox and a dropdown of all of the AssetWise modules and clients will appear. Select the affected option.
Impact
Determine whether or not the defect is contained to one user or if it affects multiple users or multiple locations. This selection can help determine the priority level by considering the expanse of the problem. An issue is almost always magnified when it is affecting a large number of people as opposed to a single user or only a few users.
Priority
The priority is one of the key aspects that the support team uses to categorize and arrange service requests. When determining the priority of the issue, consider the following:
Low: The defect is a cosmetic irritant that does not result in a crash of the system or any of its components. The desired results can easily be obtained by working around the defect.
Medium: The problem does not result in a crash, but causes the system to produce incorrect, incomplete, or inconsistent results. There is, however, an acceptable workaround available.
High: The issue results in a crash of the system or one or more components of the system but only affects a few users. The failed function is unusable but there may be an alternative method to achieve the required results.
Critical: The defect results in a crash of the system or one or more components of the system and/or causes extensive corruption of the data and all/many users are affected. The failed function is unusable and there is no acceptable alternative method to achieve the required results.
While the support team addresses all service requests as quickly as possible, it is important to carefully select the appropriate priority so they can investigate the most critical issues first. If the support team feels a service request’s priority rating is incorrect, it may be changed.
Description
This is the user’s opportunity to provide a brief overview of the issue. The textbox only allows for 36 characters and serves as a title/heading. Be sure to include key words that quickly inform the support team of the type of defect before they’ve viewed the details.
User Tracking Number
If the user keeps track of service requests internally using a tracking number, that number can be entered here for future reference. The tracking number may otherwise be left blank.
Details
Here is where the user needs to enter as much information as possible about the defect. All information is valuable as the support team investigates and diagnoses the problem. Every service request must include the following:
- The URL of the page with the error
- Is the defect asset and/or report specific?
- The steps to reproduce the issue
- The browser being used
Upload File
Some of the most helpful items to provide to the support team are attachments. They can be screenshots of specific error messages or other attachments that aid the support team during their investigation of the issue. It is highly recommended that an attachment be included in the service request. To add an attachment, be sure to check the box for “Add attachment” at the bottom of the form. If checked, an attachment can be added once the request has been submitted.
Submitting
Once all of the information on the form is filled out, the user may click Submit.