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Uploading files

The secured site to upload model/files is good choice, but I disagree to be the first option and to provide the link which will lead to use it as the first option.

I guess you should promote the normal attached unless the person ask fro secured one, also why should be secured here in the forum, it is his obligation to have subscription and there once he send ticket he can in the private.

we are following some cases and at a point we lose the chain and we do not get the benefit of the case, I hope that could be change !!

Thank you,

Mohamad

  • Hello Mohamad,

    While asking the user to upload the files for review, we offer both the options of uploading the files on forum or upload using secure files.
    The choice is all user's depending on security of the model data and privacy from user's side.

    About working with the user privately through service request, so that they upload files securely, we are promoting users to use Communities for their issues instead of regular way of creating the service request.
    And we convert the forum post to the service request only if its required like for any confidential conversation about the models, reporting of any bug in the software or if the user are requesting to have telephonic conversation with technical support people.

    Though we do understand your inconvenience in learning from the user cases on the forum, but that is totally user's choice for uploading the files on forum or privately.

    Regards,

    Sushma Choure

    Bentley Technical Suppport

  • Mohamad,

    Normally, if for some reason we end up creating a service request for a forum user, we go back to the forum and post a reply so that anyone following the issue will know what the fix was.

    Whether a user has a subscription or not, they can create a service request on the Bentley site or create a forum on the Communities site. As Sushma mentioned we offer both a forum upload or a secure upload. Some times the user's client does not want their models to be public and we must respect that.

    Terry Foster
    Technical Support
    Hydraulics and Hydrology product line
    Bentley Systems, Inc.


  • I understand all that - I suggest not to provide the secured site unless the user asks for that (if really is interested to be secured). even you back with the answer of the case but still is not clear because we did not touch the problem.
    This is my thought as I understand this forum is for everybody to get the benefit, hope to consider the suggestion which still the option of the secured site upon request.
    Note: many of users do not know how to attached the files and they get the link as an easy way (i.e. not because of privacy).

    Thank you,
    Mohamad