AutoPIPE Wiki > Log a Service Request for AutoPIPE Technical support

> Log a Service Request 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 / enhancement request with AutoPIPE should start by logging a new Case from the CONNECTION Center . Each Case has a unique number associated to it to enable easy tracking of a reported issues/enhancements. 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 advised from addressing technical inquiries to Bentley Personnel directly as such individuals may be out of the office and may not respond for a long period of time. By logging a Case, the available analyst will become aware of the new problem and take appropriate action. The user will also get an automated reply that they can reply to with extra information or files (upload all the models, screenshots, etc. in one ZIP file), and CC any additional people (ex. Bentley Personnel) that they think is necessary. This guarantees that every email communication is accurately recorded for future use.

Note: Known issue with Bentley Cloud Services Status

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.

A short time after successfully submitting an SR to Bentley you will receive a phone call or additional emails from Bentley Technical Support about your issue. If it was an email, only by replying to these specially formatted emails will the Bentley Service Request manager be able to correctly update the SR and notify the Bentley Analyst that you have sent a reply. As mentioned earlier, you can CC additional people on these special formatted email communications.

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 Service Request contact 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