How to create a permalink to a RightNow FAQ entry

URLs for RightNow FAQs contain session-specific information that allows for powerful tracking and behaviour reporting. This extra data also makes the URLs unsuitable for use as links in other web pages, as the link can break or cause incorrect reporting of site traffic.

To create a durable link (permalink) to an FAQ entry in any of the University's RightNow systems:

1. Find the FAQ entry you want to link to
2. Make a note of the FAQ's ID number, the digits that appear in the URL after the "p_faqid=" parameter
3. Copy the URL from your browser's address bar and paste into another document where you can edit the text
4. Trim the web address back to its base URL, which is http://[interface name].custhelp.com/cgi-bin/[interface name].cfg/php/enduser/std_adp.php?p_faqid=
5. Add the FAQ ID number at the end of the URL
6. Paste the link into your web page

Here's an example:

• When Mary opened the Student Admin “How do I apply for special consideration” FAQ, the URL was
  http://studentadmin-unimelb.custhelp.com/cgi-bin/studentadmin_unimelb.cfg
  /php/enduser/std_adp.php?p_faqid=1149&p_created=1137464556
  &p_sid=OOQDSpgi&p_lva=&p_sp=cF9zcmNoPSZwX3NvcnRfYnk9JnBf
  Z3JpZHNvcnQ9JnBfcm93X2NudD00NiZwX3Byb2RzPSZwX2NhdHM9Mj
  AwLDAmcF9wdj0mcF9jdj0xLjIwMDsyLnUwJnBfc2VhcmNoX3R5cGU9Y
  W5zd2Vycy5zZWFyY2hfZm5sJnBfcGFnZT0x&p_li=&p_topview=1
• With session-specific data and empty parameters removed, the permalink is
  http://studentadmin-unimelb.custhelp.com/cgi-bin/studentadmin_unimelb.cfg/php/enduser/std_adp.php?p_faqid=1149

The same principle applies when creating links to pre-populated searches and pre-selected categories in RightNow. For more specific advice, contact Jen Breach in the Business and Systems Improvement group, Student Administration and Systems.