AutoPIPE Wiki > Log a Case for AutoPIPE Technical support

> Log a Case for AutoPIPE Technical support

Problem:

I need Technical support for AutoPIPE, How do I log a Case and get an answer to my questions?

Solution:

Every problem with AutoPIPE should start by logging a new Case. Each Case has a unique number associated to it to enable easy tracking of a reported issues. When contacting Bentley, any analyst can refer to that number and have immediate access to all the account information and details on all communication between the user, analyst, and development team's responses.

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 aware of the new problem and take appropriate action. The user will also receive an automated reply that they can reply to with extra information or files (strongly advised to include all models, screenshots, etc. in one ZIP file), and CC additional people as necessary. This workflow guarantees that every issue is properly logged, all parties are well informed, anyone can quicky see at a glance the current status, and all communications can 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.


AutoPIPE's New Feature: Support Optimizer	Working From Remote Location / Home with AutoPIPE	AutoPIPE Training Webinar Help	Note: Licensing: (PDF file) For all Bentley V8i versions and lower. Bentley SELECTServer will be deprecated