Categorising Your Ticket Guide

There are 12 ticket categories to choose from in the Lineardraft Helpcentre. If you are unsure what category you should choose, the questions below will help you work out what category your ticket falls under.

Once you know your category, don't forget to check the minimum requirements associated with that ticket type.

Is Lineardraft not working as expected?

We have several ticket types for reporting defects depending on the issue.

If you are experiencing a problem with Lineardraft Desktop, then you need Lineardraft Desktop Issue.

If the issue concerns Lineardraft itself (we refer to it as Lineardraft Core) or one of the plugins, please use the Lineardraft Issue category instead.

When it comes to problems regarding the specification, allocation, or 3D presentation of items, this is related to our design catalogues, so you should use Design Catalogue Issue.

If you are still unsure about when to use these ticket types, we have additional examples below.

Are you having problems with Lineardraft Desktop?

If Lineardraft Desktop won't open or is not performing as it should, you can report this by using Lineardraft Desktop Issue.

Is your model/file not opening or loading very slowly?

Please use the Lineardraft Issue ticket type to let us know.

Does MicroStation/AutoCAD keep crashing?

While this may not always be an issue relating to Lineardraft, we can still investigate it, in case it is. Please use the Lineardraft Issue ticket type to report it.

Are you having scaling/positioning/calculation issues in Lineardraft?

Please use the Lineardraft Issue ticket type to let us know.

Is Lineardraft not allocating or presenting something correctly?

This is related to our design catalogues, so you should submit a Design Catalogue Issue ticket.

Is an item in Lineardraft not behaving as expected/have incorrect design limits?

You can report this using Design Catalogue Issue.

Are you unable to place an item in your model?

You can report this using Design Catalogue Issue.

Do you have an idea for a new feature?

That's great - we'd love to hear about it! You can submit a ticket under Suggest a New Feature.

Do you need something adding to a design catalogue?

You can submit a ticket to ask from the item to be added using Suggest a Catalogue Change.

Have there been revisions to an item in a design catalogue?

Then you need Suggest a Catalogue Change where you can inform us of the changes.

Are your outputs not displaying correctly?

Everything about the way your 2D layouts look, are defined by project settings, so it's likely your Project Settings Administrator needs to request to Alter Project Settings.

Do you need to make a change your project settings?

Your Project Settings Administrator can request to Alter Project Settings.

Do you need new project settings?

If you have a new project coming up get in touch by emailing [email protected]. Once you've done that, your Project Settings Administrator can submit a Create Project Settings ticket.

Are you having problems accessing Lineardraft?

If you or one of your team are having issues with a license or you need your license information, please report a License Issue. Remember, if you are asking on behalf of someone else, you must be a License Administrator.

Do you need to change who has access to Lineardraft?

If you're a License Administrator you can submit a Transfer a License ticket.

Do you or your team need access to a design catalogue/project settings?

If you're a License Administrator or Commercial Administrator you can request to Make a Change to a License.

Do you need to change a user's roles and privileges?

If you're a License Administrator or a Commercial Administrator you can request to Make a Change to a License. Please note, only Commercial Administrators can assign or remove the Commercial Administrator role.

Does you or your team need access to a different plugin?

If you're a License Administrator you can request to Make a Change to a License.

Are you struggling to do something in Lineardraft?

If the answer can't be found in our Helpcentre, then you can submit a How to do Something ticket and we can help you out!

Is your problem none of the above questions?

If you believe your issue or request doesn't match anything above, then you can submit an Other ticket, and we can then advise how best to proceed.