A guide to provide information on updates to the product support In-take form.

On January 25^th, the support in-take form on Bentley Support Portal was updated. This update ensures that the form will now capture requests for hosted Bentley products, AssetWise or ProjectWise. It will allow you to submit all the necessary information when filling out the in-take form, ultimately helping us to process your request faster. The short Q&A below provides a quick overview of this update.

 

What has changed?

New options will now appear when you select 'Request in the Category Field if your query is related to ProjectWise or an AssetWise product hosted by Bentley.

 

For AssetWise requests, what has been updated?

For AssetWise, you will now be able to select new types of requests regarding MAS options, including:

• Change in Configuration
  • SSRS (e.g., Add New Users, New Reports)
  • PW Connector (e.g., New DS or Enable Folder)
  • New DOC Class to be FTR Enabled
  • ALIM New Feature Enable
  • Azure-Whitelist IP Address
  • Other
• Common Service (Enterprise Systems)
  • Datastorage API
  • PS0 Setup/Adhoc Request
• Create, Modify, or Remove Administrator or Regular User Account(s)
• Create, Edit, or Delete Scheduled Job(s)
• Database or Datasource Request
  • Refresh QA Community or DB
  • Setup Replicated DB
• Deploy Servers to a New Data Center
• Document, File, or Folder Request
  • Modify Document Metadata
  • Other

 

 

For ProjectWise requests, what has been updated?

For ProjectWise, you will now be able to select new types of requests regarding MAS options, including:

• Change in Configuration
  • Change in iPLOT Configuration File
  • Other Change iCS Configuration
• File or Folder Request
  • Restore a Folder or File(s)
  • Request to Increase Your File Storage Size/Notification of Bulk Upload
  • Create, Modify, or Remove a File Storage Location
  • Datasource RequestNew EH
  • Add a Datasource from an Existing Hosted Datasource Template
  • Modify Datasource Description
  • Archive / Decommission a Datasource
• Deploy Servers to a New Data Center
• Create, Modify, or Remove Administrator or Regular User Account(s)
• Create, Edit, or Delete Scheduled Job(s)

 

 

What happens after I select one of the new request types?

New mandatory fields will also appear when one of these values is selected. We encourage you to provide the requested additional information so we can proceed to process your request.

 

 

Bentley is dedicated to improving your support experience, and we have made these updates to ensure prompt resolution when you submit a request for a hosted AssetWise or ProjectWise product.