Problem:
I need Technical support for AutoPIPE, How do I log a Case and get an answer to my questions?
Solution:
When encountering any difficulties with AutoPIPE, it is imperative to log a new Case. Each Case is allocated a specific number, facilitating seamless tracking of reported problems. When communicating with Bentley, analysts can simply reference this number, granting them instant access to all account information and detailed records of the user-analyst-developer correspondence.
Note:
Bentley cannot not perform any User Management tasks (including but not limited to: add / remove users, add / modify / remove user's License Entitlements, etc.. The only people who can perform these operations are your company appointed Bentley Onsite Administrators. However each user or Bentley Onsite Administrator can update an individual's IMS profile located in:
- Bentley Portal
- Connection Center
- Bentley Communities
Users are advised against reaching out to Bentley Personnel directly for technical inquiries, as these individuals may be unavailable and may take a longer time to respond. It is preferable to submit a Case, which will alert the available analyst to a new issue. The analyst will then take the necessary steps to address the problem. Users will also receive an automated acknowledgment, which allows them to add further details or attachments (it is highly recommended to compile all models, screenshots, etc., into a single ZIP file). Furthermore, other relevant individuals may be included in the CC field of these communications as needed. This process guarantees that each issue is systematically recorded, all stakeholders are kept informed, the current status can be easily monitored, and all communications are accurately documented for future reference.
There are 4 different options to log a Bentley Service Request:
Option #1: General Procedure using AutoPIPE
For complete Portal training material - click here
Option #2: CONNECTION Center
Option #3: Using www.bentley.com
Option #4: Call Bentley by phone - click here
Contact Bentley Systems Inc by phone and request that a New Case be logged for you.
Notes,
1. All emails that are sent to support@bentely.com that are not formatted correctly maybe lost and never responded to.
If you see:
"Access Denied" message
2. Only people who have the correct User Entitlement can log a new case. If you were denied access, please contact your Bentley On-site Admin to ensure that you have the correct privileges enabled. If you continue to have troubles logging a new case call your local Bentley Office for support.
3. Channel Partners / Resellers - In the event of an issue (ex. Opportunity, problems with https://partners.bentley.com/English/ , etc...), kindly reach out via email to PartnerSupport@Bentley.com. In addition, a Partner FrontDesk Ticketing System, utilizing ServiceNow, is scheduled to launch between Oct - Nov 2024. The inquiries submitted through these new ServiceNow cases will be addressed by the Partner Program Business Solutions and Support Group. Otherwise, please send emails as mentioned above.
See Also