Protecting your data

Security

If you are using Oracle or Sql Server as your database, you may wish to modify the standard scripts that are provided (see either MSSQL or ORACLE folders in the helpdesk installation directory) so that the user and object security is suitable for your organization.

The Access database could be secured, but we have chosen not to do so because we feel that this causes more problems than it solves.

Once you have the web helpdesk up and running you should delete the testfile.asp file. The results generated by this file could give a potential hacker valuable information about the setup of your system - especially the location of your database.

If you are using Access, you have to give the anonymous user (IUSR_machinename) Full Control permissions in the folder containing the helpdesk.mdb file. To simplify installation, we install this file in the web helpdesk folder. However, once you have the system running OK, you should move the helpdesk.mdb into a different folder (preferably one not below the inetpub folder). You will then need to amend the location with the Configure LBE Web Helpdesk utility to reflect its new location. Give the anonymous user Full Control permissions in the new location and allow them read and Execute permissions only in the web helpdesk folder.

Data

Access is not as robust as Oracle or Sql Server. It is more prone to corruption, which can be caused by e.g. faulty network cards, 'blue screens', out of date database drivers. However, many people have used it for years without problems. Nevertheless it is vital you have a good backup policy in place.

Sql Server and Oracle are much more robust, coping easily with 'blue screens' etc. However, you still need to have a backup policy which you know works (i.e. you have successfully restored a backup as a test).

Compacting your Access database

As your Access database grows, records are deleted and moved; you will find that you need to compact it to recover lost space. Doing so also can prevent corruption. To compact your Access database, you will need MS Access or use our Desktop Helpdesk.

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