A recently added feature (January 2026) allows a more streamlined approach to getting help on Sync issues.  Previously a user needed to create a Service Case and look for, and then attach a Json fragment from the connections UI (see below), as well as grant access to files\iModels after the service cases is responded to.

 

This approach has been streamlined to now enable a new button in the UI labelled "Let us help".  This is a user-initialized action, and this button only becomes visible in cases where a Sync run has fully failed in the last 30 days.  In some cases it can occur for runs that show partial success.

 

 

Further, this button is accessible only to users who have admin level access, have the iModel_manage permission and are part of the iTwin Owner group.

 

Once clicked, the user is presented with an information panel describing Bentley's access to the required information and related legal info, relevant to the required access.

 

Once the user clicks "Accept" on the information panel, this process then:

 

• Creates a review request is instanced within the Bentley support and development teams
• Automatically creates a  ServcieNow case for the user organisation
• Collects files, logs & manifest data for the failed run and grants temporary access to Bentley support

 

The "Let us help" button remains visible for 7 days.  Clicking on it again (shortly afterwards) will have a link to the Service Case.  If further action is needed the user will then be contacted.

 

 

Alternatively:

The user can also open a support ticket and use the information in the Sync Report to provide context to Bentley Support for debugging the issue. 

In the Connection page the 3-dot menu on the right side of each run contains the "Report an issue" link. 

 

This opens up to a JSON text snippet that Bentley support can use to debug the issue.  Clicking on the lower left Copy button will copy the text to the clipboard.

 

 

This can then be pasted into a support ticket or email.