Field

What to Enter

Severe Production Impact

Check this box if your issue directly impacts production environment, business, project or deadline
 • This will automatically set the Issue Category as well as Priority

Issue Category

Categorize type of the issue you are reporting (Incident or Request)
 • Incident – Something is broken
 • Request – For service, advise or info

Phone Number

Please provide your direct phone number where you can be reached if needed (optional but strongly recommended)

Priority

Measure how urgent the issue is
 • Available options are driven by Issue Category

Impact

Pick the value from the list that reflects how many sites or users are affected

Problem Area

Select from the list of various areas
 • Subsequent filters may appear depending on Problem Area

Subject

Enter a short description of the issue, if not auto populated (max 40 characters)

User Tracking Number

Optional field that can be used to map Bentley’s Service Request number to your own Support systems

Details

Please provide as detailed description of the issue as possible, including where appropriate:
 • Version of CONNECTION Client installed
 • Application and version (if not prompted from filters)
 • Full error details
        • Screenshot of error recommended
        • CONNECTION Client logs recommended
   • Whether the same happens for other users

Upload File

If suitable, attach a test case and/or screenshots that demonstrate the issue. Compressing, especially if multiple files is strongly recommended.