If reason for visit is "Laptop referesh" the queue number Should be #1 at the time of checked-in

[Chandra18]

Hi, 

I have no prior knowledge in walk-up exeperiance, In Out of box functinality the "first come first serve"turn in the queue (Means I have check-in myself after "Abel tutor" to the queue so my turn or number in the queue is #2 or abel turn is #1) Like below image:

I want if reason for visit is "Laptop referesh" the queue number Should be #1 or on priority at the time of checked-in for all user. How can I achieve this??

[Marcus Roworth]

You could look into Assignment Rules that automatically assign the walk-up appointments that fit your conditions (e.g. the chosen reason for visit), link to SN docs: https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/walk-up-experi...

With your specific requirement, it may make more sense to have the walk-up agents control this (e.g. they can view the queue and see person in queue number 2 has a more pressing reason for visit, so assign that one to themselves and leave queue position 1 waiting).