This section deals with the type of questions to which a Bentley colleague can respond. The guideline are for both questions posted on the Bentley Communities Forum section and via service requests.
We ask that you first review the question here, in the frequently asked questions section. If you cannot find a question that address the difficulties you are having you can add a question via the forum or send a question via a service request (SR).
Service requests are a communication that includes a question. Please indicate the question with a question mark. Communications that do not contain a statement that ends in a question mark can be returned to the client for clarification.
Service requests are offered to answer questions about the software. We can answer questions about how the software functions and the intended use. Other common requests include a sample command sequence, clarification of an output table, or clarification of the user’s manual.
The MOSES installation comes with over example 400 files to assist clients in the command structure. These files are located in the samples and tests directories. We will often direct a client to one of the example files.
We cannot respond to project-specific questions. If we are asked, “Have you seen this command sequence in other projects?”; we can tell you if we have seen the command sequence. We cannot give an opinion on the applicability of the command sequence to your project.
We cannot respond to the question, “Is the file I am using correct?” We cannot give opinions on correct input values.
We can respond to questions about output table labels or table titles.
We can respond to questions seeking clarification of the users’ manual. Please send the command, section number, section title, and page number in your manual. If the question requires a command sequence, please send a short file showing only enough commands to demonstrate the question.
Questions concerning the theory may take a long time to respond.
Questions that fit the definition of an XY problem can be returned to the client for clarification. Click here for a definition of an XY problem.