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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 Service Request and get an answer to my questions?

Solution:

Every problem / enhancement request with AutoPIPE should start by logging a Service Request from the CONNECTION Center . Each Service Request 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 encouraged to refrain from sending technical questions directly to Bentley Personnel because those people maybe out of the office and may not get to the communication for a considerable amount of time. By logging a Service request the next available analyst will see the new issue and act on it immediately. Once a Service Request has been logged, the designated user will receive an automated response, recommend replying to it with additional detailed information or files (attach all models, screen shots, etc. in one ZIP file), and CC any additional Bentley Personnel as required. This ensures that all email communications are correctly logged for future reference.

Users are able to review the status on existing or completed service request by following the instructions here.

There are 4 different options to log a Bentley Service Request:

Option #1: General Procedure using AutoPIPE

v.10.00.00.10 AND HIGHER

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.


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