University of Southampton


Configuring a Walk-up Location in ServiceNow

Configuring a Walk-up location requires the admin or sn_walkup.walkup_admin roles.

Navigate to Walk-up Experience > Administration > Walk-up Locations.

Click New.

Fill in the required details:

Field Value
Name A human-readable, short name for the service desk.
Description A longer description of what the service desk does.
Service channel Walk-up
Location Choose the closest physical location to the desk.
Work item routing condition Add a condition of location is [location you picked].

Right-click, Save the form.

Now configure the Reasons for Visit.

There are existing defined reasons (e.g. Other) that can be added via Edit or add New ones as required. The reason text will be used to provide contextual help.

Create a New Assignment Eligibility.

Set Agent assignment rule to Walk up assignment rule and add the groups that will handle walk-ups. Click Submit.

When you're happy with your Walk-up configuration set it Active and save. More information is available at

If you're using a new walk-up group you will need to request via Service Desk that the awa_agent and sn_walkup.walkup_technician roles are added to the group(s).

Agents will need to open the Agent Workspace via Workspace Experience > Agent Workspace Home.

In workspace, open the Inbox and set your status as Available.

Note: if you do not see the Inbox ensure your group has the correct roles as above (you will need to relog to get new roles).

For customers, checking into the walk-up queue location is via

Was this article helpful?

If you have any further comments, please put them below.

Please note that feedback is anonymous - if you require a reply or assistance, please raise a ticket via ServiceLine.

Thank you for your feedback, it is much appreciated.

Tweet This Article

Back to List

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.