Access Service Request Manager as described here.
Below describes how to log a new technical, product-related Service Request using Technical Support tile; other categories/forms follow the same design, sharing many fields or options. Please note that unique form is presented to users without maintenance contract (NON-SELECT) or users with valid Managed Services contract.
Please fill out the form. There is guidance below on how to complete the entries.
| 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, Request or Enhancement) • Product Enhancements Requests are prioritized by Product Management - Priority and Impact are not available. • Other Priority restrictions apply based on categorization |
| Phone Number | Please provide your direct phone number where you can be reached if needed (optional) |
| 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 |
| Product | Free form search field that will populate product name as you type |
| Version | Select from the list of versions applicable to the selected Product. If your version is not in the list choose the nearest and enter the actual version in the details |
| Product Area | Choose the most appropriate keyword from the list |
| Product Language | Select the language you use in the Product |
| Subject | Enter a short description of the issue (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: |
| Upload File |
If suitable, attach a test case and/or screenshots that demonstrate the issue. Compressing, especially if multiple files is strongly recommended. |
Click on Submit to Support button
Next page will confirm successful creation a of a new Service Request, please note the SR number (email address will also receive confirmation email)
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