To respond to your unique needs, we are excited to announce that we’ve introduced two new roles in the Bentley Support Portal: Support Portal Admin and Support Restricted User. These new roles were implemented to improve your support experience through a customized solution and demonstrate Bentley’s ongoing commitment to providing you with an optimized and efficient support experience.

 

Support Portal Admin – Designed for users who are not an administrator but require viewing and managing Cases opened by other users in their organization. This role can be assigned by an administrator and/or co-administrator.

The Support Portal Admin can:

1. Open Cases on behalf of other users of their account.
2. View all opened Cases by users of the account.
3. Update all Cases by commenting and adding attachments.

 

Support Restricted User – Designed to offer more controlled access to the Bentley Support Portal for specific users. This role can be assigned by an administrator and/or co-administrator.

A Support Restricted User:

1. Is blocked from opening support Cases on the Bentley Support Portal.
2. Has limited access to the Bentley Support Portal. Users with this role cannot see or access a support intake form to submit a Case.

Please note: After assigning role in User Management, the role then has to sync to Bentley Support Portal.   This happens every day at 3 am EST.

Visit our guide on managing roles for administrators and co-administrators to learn how to assign these new roles to users.