1. There are two quick ways to access the Service Request Manager.
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 Technical Support under How Can We Help You? to enter the Service Request Manager.
2. Both methods will take the user to the same page: the Service Request Manager. Complete the Create New Service Request form with as much detail as possible.
a) your first question might be "would you like to submit your request for a Managed Services or a Success Plan product?"
If you get this question,
answer No and click Continue to then see if you can type in and select InspectTech in the Product selection
If after responding either Yes or No, you:
(1) cannot type in and select InspectTech, THEN
(2) scroll down and select Reset and then repeat the process, selecting the opposite Yes/No response
ProductBy using the textbox, the user can search for the product with which there is an issue. Start typing “InspectTech” into the textbox and a dropdown of all of the InspectTech modules and clients will appear. Select the affected option.
ImpactDetermine 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.
PriorityThe 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.
AccountEvery Bentley Business Partner (BP) has a BP# associated with the account. For instance, a DOT that has purchased InspectTech will have a BP#. This number should be entered into the account textbox so that the service request can be tied to the BP account.
If the BP# is not known, select “here” on the form to be taken to the BP# search:
Type an email address/alias or login/contact BP into the textbox and select Search in order to locate the BP#.
Once the BP# is located, return to the main page and enter it into the Account text box. Click Verify to ensure the BP# entered is valid.
DescriptionThis 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 NumberIf 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.
DetailsHere 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:
Upload FileSome 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.
SubmittingOnce all of the information on the form is filled out, the user can click Submit to Support.