General
What's the difference between ASP help desks and those developed with CGI scripts?
Are there any free ASP-based help desks available?
Can I develop my own help desk?
What permissions does the "IUSR_<MACHINE NAME>" need?
Does CyberStrong eHelp require cookies?

Source Code
What is source code?
Do I get the source code with CyberStrong eHelp?
Can I see the source code before purchasing?

Free Trial
Is there a free trial?

Integration
How does CyberStrong eHelp integrate into my system?
Do I need special software to use CyberStrong eHelp?
Can my customers search my database for previous tickets
Can CyberStrong eHelp handle multiple categories (departments)?
How do I get my CyberStrong eHelp files to my Web site?
Will CyberStrong eHelp run in a frame?

Database
Can I import data into my CyberStrong eHelp database directly?
How many users can I have in CyberStrong eHelp?
What version of Microsoft Access does CyberStrong eHelp use?
Does CyberStrong eHelp support SQL servers?
I am expecting a lot of users. Do I need a SQL server?
Is there a disadvantage to using a SQL server?
How many concurrent users can MSAccess support?
Can I move the database out of the CyberStrong eHelp data folder?

Server-Side Issues
Database cannot be opened in mode 'Read'. What does this mean?
Why won't my CyberStrong eHelp "lock"?
My host failed the "Write Test", can I still use my CyberStrong eHelp?
The CDOSYS test passes, but no email is received. Why?
When I try to run my help desk I get a request to download. Why?
Is CyberStrong eHelp restricted to Windows servers?

Customization
I want to add <feature> to CyberStrong eHelp, how hard will that be?
I have questions about how to modify the source code.

What's the difference between ASP help desks and those developed with CGI scripts (perl, java, etc.)?
ASP is an ISAPI (Internet Server Application Programming Interface) that runs on Microsoft IIS Web servers.  An ASP page is basically an HTML page with embedded server-side scripting. When the Web server receives a request for a page with an .asp extension, it processes the page through the ASP engine, which interprets the scripting, and combines it with the HTML to create a dynamically-generated HTML page which is sent to the browser.

CGI does much the same thing. However, ASP has the advantage of integrating the scripting in the Web page itself which dramatically simplifies both the design and maintenance of the application.

ASP can also work with COM (Component Object Model) objects, which encoded as DLLs (Dynamic Link Libraries - libraries of pre-compiled executable code) on the server. This means that you are free to extend the capability of ASP pages through compiled code. Such DLLs can be prepared simply using many development languages including Visual Basic.

The Microsoft ASP Engine comes with a number of these COM objects built in, such as ADO (ActiveX Data Objects), which is used to connect to databases. COM objects provide an excellent object-oriented programming interface which makes it easy to work with.

Some people believe that CGI is becoming an obsolete technology. While we won't go that far, we have been genuinely impressed with the simplicity and extensibility of ASP-based Web pages.

Are there any free ASP-based help desks available?
Yes. We started our search for a help desk system for our own clients just this way, but soon found disappointment. Generally they lack even the most basic features. In short, you need an accomplished ASP programmer to use any of the free help desks we could find. Be prepared to spend a lot of time getting these programs production ready.

Can I develop my own help desk?
Yes. If you are a programmer and are interested in developing your own help desk there are resources available online.

If you want to get a head start on developing your own help desk, CyberStrong eHelp comes with source code and no CyberStrong or third-party DLLs. The code is very well written, well commented, and nicely structured. Our help desk is supplied with a working front end, control panel and database that you can run on any Windows server in minutes. Just install it, run it, then modify it incrementally until you get what you need.

What permissions does the "IUSR_<MACHINE NAME>" need?
"IUSR_<MACHINE NAME>" permissions control access to your Web files by your host's Web server. CyberStrong eHelp (and most ASP applications implemented with Microsoft Access backend databases) require the IUSR_<MACHINE NAME> to have modify permissions on the files in your data folder. If you are the host provider and need help setting your permissions, click here for instructions.

Does CyberStrong eHelp require cookies?
Yes. CyberStrong eHelp uses "per session" cookies. Per session cookies last only for the life of your current browser load and use no permanent storage on your customer's hard drive. The use of per session cookies is very common in modern Web sites. CyberStrong eHelp does not create or use permanent cookies.

What is source code?
Source code is the original representation of a computer program. It is written and maintained by computer programmers who receive special training for this purpose.

Although you do not need to be a programmer to install source code on your host you will need some programming skills to modify it.

Do I get the source code with CyberStrong eHelp?
CyberStrong eHelp is available with source code. Our software is written in Active Server Page VB Script and is well documented and clearly commented.

The product also comes with a MS Access database so that you can run it "out of the box". This allows you to get a good grounding in the code before you change it. You can then modify it incrementally and test your changes. CyberStrong eHelp will run on any Windows XP/NT/2000 or later platform where IIS and ASP are supported.

Can I see the source code before purchasing?
Like our competitors we are unable to release source code prior to purchase. You will find our code well written, modular and with lots of comments. Functions are short, to the point, and use long descriptive names. Each function has a brief synopsis above it. We have standardized routines for common tasks such as form button display and processing. We make judicious use of global and session variables. We use only experienced, seasoned programmers.

Is there a free trial?
Yes! We offer a free server check and a free trial. Please see the Free Trial page for details. We also provide an online demo of both the user interface and control panel. Please see the Online Demo page for details. 

How does CyberStrong eHelp integrate into my system?
CyberStrong eHelp can easily be embedded into your existing Web site. In addition, the software includes a style sheet with over 50 distinct style definitions to control fonts, colors and sizes. You may display your site logo on all user interface pages, as well as customize your own button graphics. For full details please visit our customization page.

Do I need special software to use CyberStrong eHelp?
No! CyberStrong eHelp has no client-side requirements.

Can my customers search my database for previous tickets?
Yes. Tickets may be searched by status, priority, ticket number, data and keyword.

Can CyberStrong eHelp handle multiple categories (departments)?
Yes! You may have as many categories as you like, and give them any name you need.

How do I get my CyberStrong eHelp files to my Web site?
There are two methods you can use to get your files to your Web site:

• Unpack the CyberStrong eHelp distribution Zip file directly into your working directory on your client machine. Then "publish" your site in the usual way.
• Or, unpack your files directly into a folder on the host server, via FTP.

Will CyberStrong eHelp run in a frame?
Yes, CyberStrong eHelp will run in a frame, but we don't recommend this practice. Embedding CyberStrong eHelp into your existing Web page template is easy, so there is no need to use frames.

Can I import data into my CyberStrong eHelp database directly?
CyberStrong eHelp is an integrated system of Web pages and underlying database. Entering data directly in your database by any means other than CyberStrong eHelp's control panel puts the integrity of your database at risk.

Further, the representation of data in your database is version dependent and can be expected to change with each new release of CyberStrong eHelp. While this is not done casually, changes in the way the database represents CyberStrong eHelp data is sometimes necessary to provide for new functionality or to provide support for new database platforms.

Your license agreement contains language regarding modifying your database outside our Web-based screens. Please check your agreement carefully before modifying your database in any way.

How many users can I have in my CyberStrong eHelp?
The number of users you may have is limited by the number of records a Microsoft Access database can hold, about four billion.

What version of Microsoft Access does CyberStrong eHelp use?
CyberStrong eHelp ships with Microsoft Access 2000.

You are free to upgrade the database to your version of MS Access if you wish. Remember, however, that not all hosting companies keep their server's driver software current. Check with them before upgrading your database.

Your license agreement contains language regarding modifying your database outside our Web-based screens. Please check your agreement carefully before modifying your database in this way.

Does CyberStrong eHelp support SQL servers?
Yes! SQL compatibility has been tested using Microsoft SQL Server Version 7.0, and SQL Server 2000/2005.

I am expecting a lot of users. Do I need a SQL server?
Probably not. Unless you expect unusually high usage, you will most likely not require a SQL server for CyberStrong eHelp.

Is there a disadvantage to using a SQL server?
Yes. There are five disadvantages to consider when using SQL server to store your data.

First, depending on your hosting company, it may be difficult or impossible for you to retrieve your data should you chose to move to a different hosting company in the future.

Second, in most virtual hosting arrangements, you will be sharing a SQL server with other Web sites. This means that it is, in theory, possible for another user's software to crash the shared SQL server bringing both his and your sites down. Also, if a server sharing neighbor ties up the shared SQL server with intensive queries, your site's performance will suffer too.

Third, sharing a SQL server on another machine means that for CyberStrong eHelp to operate both the computer serving your site and the computer running the SQL server must be up and running. This effectively cuts the uptime of CyberStrong eHelp in half.

Fourth, SQL databases are more prone to attack by hackers, and the ensuing damage is generally greater.

Fifth, you are generally at the mercy of your host provider with regard to backups of your data. Check with your host provider to ensure that they are keeping a current backup of your SQL database at all times.

How many concurrent users does MSAccess support?
The number of concurrent users you can run with CyberStrong eHelp is determined by the computing power of your host and the number of open ODBC connections they allow on your database.

CyberStrong eHelp's help desk pages have been carefully designed to close its database connection after each page is constructed. This means that concurrency is only an issue during page loading, and not page viewing. Since users spend much more time viewing pages than loading them, concurrency is an issue for only a small fraction of the time a user spends at your site.

For example, let's say your host provider can construct a CyberStrong eHelp page in 1/10 of a second (the time to deliver the page over the Internet does not count in this calculation). Let's also assume that your host provider supports 10 simultaneous connections to your MS Access database. To reach the concurrency limit, your collective users would have to request roughly 10 x 10 or 100 page loads a second.

Can I move the database out of the CyberStrong eHelp data folder?
Yes. Some host providers require that you keep your database in a special directory. You can customize the location of your database in the $config.asp file in the root folder of your application.

Database cannot be opened in mode 'Read'. What does this mean?
CyberStrong eHelp is designed to automatically detect when problems are encountered with its database. The most likely cause of this problem is missing file and/or folder permissions at your host provider. To determine the exact cause of the problem, run the server test utility found in CyberStrong eHelp Control Panel.

Why won't my CyberStrong eHelp "lock"?
To lock the various modules that your help desk uses, a file $Locked.txt is created in your CyberStrong eHelp data folder. To do this, your data folder must have write and create permissions. While this is normally the case you may have to contact your host provider for assistance.

My host failed the "Write Test", can I still use CyberStrong eHelp?
No. Please contact your host provider for assistance.

The CDOSYS test passes, but no email is received. Why?
Passing the CDOSYS test confirms that the Microsoft CDOSYS object has accepted your Web email and passed it on to your SMTP gateway. From its perspective, your email has been sent.

If you are having problems getting email out of your Web site chances are your SMTP server is not correctly configured. Please ask your host provider for assistance.

When I try to run my help desk I get a request to download. Why?
Either your server does not support Active Server Pages, or you do not have "execute" permission on your CyberStrong eHelp data folder. To be fully functional your CyberStrong eHelp data folder requires modify permissions for the IUSR_<MACHINE NAME>.

Is CyberStrong eHelp restricted to Windows servers?
Yes. CyberStrong eHelp must be installed on a Windows server. Please review our server-side requirements for details.

I want to add <feature> to CyberStrong eHelp, how hard will that be?
While you will find our code well written, modular, and sprinkled with lots of comments, your ability to modify it to your specific requirements depends in greatest part on your own skill as an ASP programmer.

Please note that our license agreement contains specific language regarding the modification of our source code.

I have questions about how to modify the source code.
Please note that modification of our source code or database voids, and therefore is not included in, your free technical support. See our license agreement for specific language regarding the modification of our source code.