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    • IT Service Management
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    Home New York IT Service Management IT Service Management Walk-up Experience Walk-up Experience administration Walk-up Experience configuration Create or modify Walk-up Experience locations

    Create or modify Walk-up Experience locations

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    Create or modify Walk-up Experience locations

    Walk-up Experience locations contain all the information about the physical walk-up support venue. Easily configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more. You can configure schedules, assignment groups, associate stockrooms, and both management and administrative information for your walk-up location. Specify reasons-for-visit options and configure how interactions display for each walk-up location.

    Before you begin

    Role required: admin, sn_walkup.walkup_admin, or sn_walkup.walkup_manager

    Procedure

    1. Navigate to Walk-up Experience > Administration > Walk-up Locations.
    2. To modify an existing walk-up location, click the name of the walk-up location queue. Otherwise, click New to create a walk-up location.
      The Walk-up Location Queue form opens.
    3. Complete the form.
      Fields Description
      Name Provide a detailed name for the location, such as the city or building it is located at.
      Description Provide a description of the location, if desired.
      Schedule Select a schedule for operation days and hours.
      Appointment Booking Add and configure an appointment booking schedule for the walk-up location.
      Service channel Search for and choose the Walk-up service channel.
      Define condition here Select whether or not to automatically route work items to this queue using a condition.
      Condition mode Choose either Simple mode or Advanced mode to automatically route work to the queue. Simple mode is the default. With simple mode you can select from pre-built conditions. For example, select Location is X [search and select location]. With advanced mode you can provide your own scripting and code.
      Work item routing condition Configure and specify who will provide customer support at a walk-up location. Location is determined by physical address.
      Active Check to make this queue location active.
      Enable away state Check to allow an away state.
      Away message Specify a display message for when the location is temporarily closed. This is for hours other than the scheduled closed times.
      Stockroom Select a stockroom to supply assets for the location.
      Location Select the physical address of your location.
      Location image Click to add an image of your location. For example, this can be an image of the city or building where the walk-up location is located.
    4. Click the Management tab to complete the Management section of the form.
      Fields Description
      Position notification Select the queue position that triggers a notification to visitors when they are close to being assisted at the location. For example, when a visitor is third in line to be assisted.
      Last check-in Specify the last available check-in time in minutes. For example, 30 minutes before closing.
      Enable online check-in Allow visitors to check in to the location remotely from a laptop or mobile phone.
      Hold time Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.
      Name configuration Select a name configuration to display visitor information on the onsite queue TV monitor and online check-in screen. The first name will always display. However, you can show first and last name, first name with last name initial only, or first name only.
      Appointment routing time Enter the number of minutes before a scheduled appointment that you want the interaction routed to a technician's inbox. For example, 15.
      Hold Time Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.
    5. Click the Administration tab to complete the Administration section of the form.
      Fields Description
      Queue time display Chose from None, Check-in time, or Time waited to be displayed on the location wall monitor.
      Queue message Specify a welcome message for your location wall monitor.
      Check-in greeting Create a check-in message to guide visitors to sign into the queue at the designated check-in monitor.
      Closed message Create a message to alert visitors that it is outside the hours of operation and the location is closed.
      Closed phone number Select your country from the drop-down menu to display the IT phone number.
      Closed record producer Search for and select a record producer to display and link to during closed hours, such as Create incident.
      Closed image Click to add an image indicating the walk-up location is closed. The image displays on the wall monitor to alert walk-in visitors that the location is closed.
      Max search results Specify how many search results to provide for contextual searches.
      Contextual search config Configure which search context will provide results at the location.
      Enable unregistered user entry Check to allow users who do not have a user name in the system to check in to the location for support. For example, guests visiting the location (opposed to employees).
      Enable lookup user entry Check so that when users begin typing their names they can quickly see and select their names from a list.
      Enable technician info Check to allow the display of available technician names on the location wall monitor.
      Enable technician avatar Check to allow the display of technician avatars on the location wall monitor.
      Header logo Click to add a header logo. The header logo is location specific. If no logo is specified, by default, the Walk-up Portal logo is used.
      Queue logo Click to add a logo for the designated walk-up location wall monitor. Design this logo to work correctly with a black background. If no logo is specified for the queue, by default, the Header logo is used. If no Header logo is specified, the Walk-up Portal logo is used.
    6. Right-click in the form header and select Save.
      Several tabs appear.
      • Interactions
      • Walk-up Appointments
      • Reasons for Visit
      • Assignment Eligibility
      • Work Item Sort Order
    7. Click the Interactions tab to view interactions or configure how the walk-up Interactions list should display. You can use the filter icon (filter icon) and the personalize list icon (personalize list icon) to modify.
    8. Click the Walk-up Appointments tab to view appointments or configure how the Walk-up Appointments list should display. You can use the filter icon (filter icon) and the personalize list icon (personalize list icon) to modify.
    9. Click the Reasons for Visit tab to view, modify, or create a reason for visit option.
      The base system includes three active reasons:
      • I need something
      • Something is not working
      • Other
    10. Click the Assignment Eligibility tab to view, modify, or create an assignment rule for your walk-up queue locations. Assignment rules are configured in the Advanced Work Assignment product.
    11. Click the Work Item Sort Order tab to view, modify, or create an Work Item Sort Orders for your walk-up queue locations.
    12. Click Update to save the new or modified location queue.

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    Release version
    Choose your release version

      Create or modify Walk-up Experience locations

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Create or modify Walk-up Experience locations

      Walk-up Experience locations contain all the information about the physical walk-up support venue. Easily configure Walk-up Experience to serve all users in your organization by using an inclusive branding, such as Tech Lounge, Service Center, Genius Bar, and more. You can configure schedules, assignment groups, associate stockrooms, and both management and administrative information for your walk-up location. Specify reasons-for-visit options and configure how interactions display for each walk-up location.

      Before you begin

      Role required: admin, sn_walkup.walkup_admin, or sn_walkup.walkup_manager

      Procedure

      1. Navigate to Walk-up Experience > Administration > Walk-up Locations.
      2. To modify an existing walk-up location, click the name of the walk-up location queue. Otherwise, click New to create a walk-up location.
        The Walk-up Location Queue form opens.
      3. Complete the form.
        Fields Description
        Name Provide a detailed name for the location, such as the city or building it is located at.
        Description Provide a description of the location, if desired.
        Schedule Select a schedule for operation days and hours.
        Appointment Booking Add and configure an appointment booking schedule for the walk-up location.
        Service channel Search for and choose the Walk-up service channel.
        Define condition here Select whether or not to automatically route work items to this queue using a condition.
        Condition mode Choose either Simple mode or Advanced mode to automatically route work to the queue. Simple mode is the default. With simple mode you can select from pre-built conditions. For example, select Location is X [search and select location]. With advanced mode you can provide your own scripting and code.
        Work item routing condition Configure and specify who will provide customer support at a walk-up location. Location is determined by physical address.
        Active Check to make this queue location active.
        Enable away state Check to allow an away state.
        Away message Specify a display message for when the location is temporarily closed. This is for hours other than the scheduled closed times.
        Stockroom Select a stockroom to supply assets for the location.
        Location Select the physical address of your location.
        Location image Click to add an image of your location. For example, this can be an image of the city or building where the walk-up location is located.
      4. Click the Management tab to complete the Management section of the form.
        Fields Description
        Position notification Select the queue position that triggers a notification to visitors when they are close to being assisted at the location. For example, when a visitor is third in line to be assisted.
        Last check-in Specify the last available check-in time in minutes. For example, 30 minutes before closing.
        Enable online check-in Allow visitors to check in to the location remotely from a laptop or mobile phone.
        Hold time Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.
        Name configuration Select a name configuration to display visitor information on the onsite queue TV monitor and online check-in screen. The first name will always display. However, you can show first and last name, first name with last name initial only, or first name only.
        Appointment routing time Enter the number of minutes before a scheduled appointment that you want the interaction routed to a technician's inbox. For example, 15.
        Hold Time Enter an amount of time, in minutes, that you want to put an interaction on hold before attempting to route it again to a technician. For example, entering 5 will put the interaction on hold for 5 minutes before rerouting.
      5. Click the Administration tab to complete the Administration section of the form.
        Fields Description
        Queue time display Chose from None, Check-in time, or Time waited to be displayed on the location wall monitor.
        Queue message Specify a welcome message for your location wall monitor.
        Check-in greeting Create a check-in message to guide visitors to sign into the queue at the designated check-in monitor.
        Closed message Create a message to alert visitors that it is outside the hours of operation and the location is closed.
        Closed phone number Select your country from the drop-down menu to display the IT phone number.
        Closed record producer Search for and select a record producer to display and link to during closed hours, such as Create incident.
        Closed image Click to add an image indicating the walk-up location is closed. The image displays on the wall monitor to alert walk-in visitors that the location is closed.
        Max search results Specify how many search results to provide for contextual searches.
        Contextual search config Configure which search context will provide results at the location.
        Enable unregistered user entry Check to allow users who do not have a user name in the system to check in to the location for support. For example, guests visiting the location (opposed to employees).
        Enable lookup user entry Check so that when users begin typing their names they can quickly see and select their names from a list.
        Enable technician info Check to allow the display of available technician names on the location wall monitor.
        Enable technician avatar Check to allow the display of technician avatars on the location wall monitor.
        Header logo Click to add a header logo. The header logo is location specific. If no logo is specified, by default, the Walk-up Portal logo is used.
        Queue logo Click to add a logo for the designated walk-up location wall monitor. Design this logo to work correctly with a black background. If no logo is specified for the queue, by default, the Header logo is used. If no Header logo is specified, the Walk-up Portal logo is used.
      6. Right-click in the form header and select Save.
        Several tabs appear.
        • Interactions
        • Walk-up Appointments
        • Reasons for Visit
        • Assignment Eligibility
        • Work Item Sort Order
      7. Click the Interactions tab to view interactions or configure how the walk-up Interactions list should display. You can use the filter icon (filter icon) and the personalize list icon (personalize list icon) to modify.
      8. Click the Walk-up Appointments tab to view appointments or configure how the Walk-up Appointments list should display. You can use the filter icon (filter icon) and the personalize list icon (personalize list icon) to modify.
      9. Click the Reasons for Visit tab to view, modify, or create a reason for visit option.
        The base system includes three active reasons:
        • I need something
        • Something is not working
        • Other
      10. Click the Assignment Eligibility tab to view, modify, or create an assignment rule for your walk-up queue locations. Assignment rules are configured in the Advanced Work Assignment product.
      11. Click the Work Item Sort Order tab to view, modify, or create an Work Item Sort Orders for your walk-up queue locations.
      12. Click Update to save the new or modified location queue.

      Tags:

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