Submitting a Ticket to Support

To open an issue within the Periscope Holdings ticketing system, contact us through either:

1. Submitting a request directly through the portal,
   
   or
    
2. Emailing us at epro-support@periscopeholdings.com.

A ticket is automatically created.

To Submit a request directly through the Support Portal and create a ticket:

1. Access the Portal at https://support.buyspeed.com.
    
2. Navigate to the Upper Right-Hand Corner and select Submit a request:
   
   
    
3. Fill out the available Form:
   • Descriptive Subject.
     
     
      
   • Detailed Description (please see below for describing the Who, What, Where, When, and Why).
     
     
      
   • Attaching screenshots, or other pertinent information, to provide further understanding.
     
     

Optional fields in the ticket form help support resolve issues faster.

Optional Ticket Fields and Descriptions

• Priority: Indicates urgency (urgent, high, normal, low) to help support triage requests.
• Version: Specifies the software version where the issue occurs, aiding troubleshooting.
• Module: Identifies the affected module (e.g., Business Intelligence, CLM Marketplace) for targeted support.
• Environment: States whether the issue is in production, UAT, or training environments.
• Username: Unique identifier for the user experiencing the issue, helps locate user-specific problems.
• Report Name: If related to BI/reporting, names the specific report affected.
• Document ID: Full document identifier (including dashes) for issues tied to a specific document.
• Org ID/Agency: Indicates which department or agency is affected (e.g., Department of Justice, Department of Transportation).

Updates to tickets are available within the portal, by returning to the Upper Right-Hand Corner, and selecting My activities:

 

This includes current and past tickets. It requires a registered account:

Notifications about updates are sent out via email to registered accounts and new information can be supplied by responding via email without having to log into the portal.

Ticket Submission Best Practices: Who, What, Where, When, Why

• Who: Identify the user(s) experiencing the issue; provide usernames and email addresses for unique identification. Specify if multiple users are affected and their roles (e.g., purchaser, administrator).
• What: Describe the issue clearly (e.g., locked account, error message, inability to process a bid). Include screenshots or recordings to illustrate the problem.
• Where: Indicate the organization or department where the issue occurs (e.g., Department of Justice, Department of Transportation). Provide document IDs, report names, and folder locations if relevant. 
• When: Specify the date and time the issue occurred. Mention if the issue is reproducible or happens periodically, and whether it can be replicated in test environments.
• Why: Explain the context or business impact (e.g., bid closing soon, vendor unable to access system). Detail why the issue needs urgent attention or how it affects operations.