Problem:
I need Technical support for AutoPIPE, How do I log a Case and get an answer to my questions?
Solution:
When encountering any difficulties with AutoPIPE, it is imperative to log a new Case. Each Case is allocated a specific number, facilitating seamless tracking of reported problems. When communicating with Bentley, analysts can simply reference this number, granting them instant access to all account information and detailed records of the user-analyst-developer correspondence.
Note:
Bentley cannot not perform any User Management tasks (including but not limited to: add / remove users, add / modify / remove user's License Entitlements, etc.. The only people who can perform these operations are your company appointed Bentley Onsite Administrators. However each user or Bentley Onsite Administrator can update an individual's IMS profile located in:
- Bentley Portal
- Connection Center
- Bentley Communities
Users are warned against contacting Bentley Personnel directly with technical questions as these people can be out of the office and take a while to respond. By logging a Case, the available analyst will become Directly contacting Bentley Personnel with technical questions is not advisable as they may be out of the office and may take some time to respond. Instead, it is recommended to log a Case, which will notify the available analyst about the new problem. The analyst will then take appropriate action. The user will also receive an automated reply, allowing them to provide extra information or files (it is strongly recommended to include all models, screenshots, etc. in one ZIP file). Additionally, other individuals can be CC'd as necessary. This workflow ensures that every issue is properly logged, all parties are well-informed, the current status can be easily checked, and all communications are accurately recorded for future reference.
There are 4 different options to log a Bentley Service Request:
Option #1: General Procedure using AutoPIPE
or complete Portal training material - here
Option #2: CONNECTION Center
Option #3: Using www.bentley.com
Option #4: Call Bentley by phone - click here
Contact Bentley Systems Inc by phone and request that a Service Ticket be logged for you.
The user can verify, review, and add to a case after successfully submitting it to Bentley, and shortly after that, Bentley Technical Support will contact them by phone or email to further discuss the problem. In the event of an email response, Bentley's Case Manager will only be able to properly update the case and alert the designated Bentley Analyst that the case has an update by responding to these precisely prepared emails. You can add more recipients to these specially designed email communications, as was already explained.
Note, all emails that are sent to support@bentely.com that are not formatted correctly maybe lost and never responded to.
If you see:
"Access Denied" message
Only people who have the correct User Entitlement can log a service request. If you were denied access, please contact your Bentley On-site Admin to ensure that you have the correct privileges enabled. If you continue to have troubles logging a new case call your local Bentley Office for support.
See Also
Regards,
Mike Dattilio
Bentley Product Advantage Group Senior Analyst
Bentley Systems Inc
=============================================================================
| Bentley AutoPIPE |
|
Note: Licensing: (PDF file) |