Bentley Systems uses the ServiceNow support portal for users to submit technical questions, ask for assistance, or report bugs for the Sensemetrics application. This article will provide a tutorial on how to submit a technical support case in ServiceNow. Note: A Bentley IMS account is required for users to submit a support case. If you do not have a Bentley IMS account, please reach out to your organization's Bentley IMS Administrator to be added.

 

Navigating to the Support Portal

The main Bentley ServiceNow Support Portal offers additional support options for issues like login, administrator, and billing support. For these types of issues, please visit this page. Continue past the image below for the direct link to the technical support case page.

 

To get Technical support, go to this link, or click the "Techincal Support" box on the Support Portal page.

 

Technical Support Case Form

An example of the submission form can be seen below, with an explanation of each field below. Fields with a red asterisk must be filled in to submit a case. Attachments may be added via the "Add Attachments" button at the bottom. Once filled out, the black "submit button on the right will send the case to the support team for review.

 

Contact- Enter your name or email into this field, and select your user from the dropdown when it appears.

Account- Your account should automatically populate after entering your contact information in the field above. If it does not, you can type your organization's IMS account name in and select it when it becomes available in the dropdown.

Category- The Category dropdown has three options: Incident, Request, and Suggestion. Incidents include breaks, bugs, or other software errors. Requests may be for assistance in explaining part of the software or advice on how to complete a workflow. Suggestions may include requests for new features or product improvement ideas. Suggestions can also be submitted to the Ideas portal here.

Preferred Contact Method- This dropdown allows you to select from email, phone, or mobile phone for technical support to reach out to you via your preferred contact method. Your selection may create an additional window requesting your contact information, such as a phone number input box.

Preferred Language- Select the language you would like to correspond in for this case.

Priority- This selection is a gauge of how urgent this issue is. An explanation of each of these dropdown options can be found by clicking the question mark icon next to "Priority".

Impact- The Impact dropdown allows you to select how many users you know are impacted by the reported issue. 

Brand- This Field can be left blank, or you can select iTwin IoT from the list. If you are filling it in, it is recommended to click and enable the "Full Catalog" checkbox below the product dropdown before selecting a Brand., as brand selection will be erased if you select the "Full Catalog" option later.

Product- It is recommended to click and enable the "Full Catalog" checkbox below the product dropdown to ensure that you can search for and find "Sensemetrics" in the product dropdown. Once checked, search for and select "Sensemetrics" from the list.

Short Description- This is the title of your case.

Description- Please enter a full description of your problem or request so that we can best assist you with our reply.