Walk-Up Assignment Groups

[pramodpramo]

I have multiple location queues setup for walk-up. How do we route a walk-up appointment to a location's queue?  Is there any table or setup required where we define location-to-assignment group mapping? 

[pr8172510]

Hi pramodpramo,

Good question — this comes up quite often when configuring Walk-Up Experience with multiple locations, and there isn’t a direct OOB mapping table for location → assignment group.

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1. How routing works OOB

In Walk-Up:

• Appointments / check-ins are tied to:
  • Walk-Up Location
  • Queue
• The queue itself is associated with an Assignment Group

 So routing is indirectly handled via:
Location → Queue → Assignment Group

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2. Key configuration (important)

You should check:

• Walk-Up Location (sn_wu_location)
• Walk-Up Queue (sn_wu_queue)

Each queue has:

• Assignment group
• Location reference

This is where the mapping effectively happens

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3. Recommended approach → Use Queue mapping

For multiple locations:

• Create separate queues per location
  • Example:
    • Hyd Location → Hyd Queue → Hyd Support Group
    • BLR Location → BLR Queue → BLR Support Group

 When appointment is created:

• It gets associated with the queue
• Assignment group is derived from that queue

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4. If auto-routing is not happening

Then you may need:

Option 1: Flow Designer / Business Rule

• Trigger: Walk-Up appointment created
• Logic:
  • Check Location
  • Assign corresponding Queue / Assignment Group

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 Option 2: Custom mapping table (if complex)

If you have many locations:

Create custom table like:

• u_location_assignment_mapping

Fields:

• Location
• Assignment Group
• Queue

 Use this in:

• Flow / BR for dynamic routing

[Tanushree Maiti]

ServiceNow Walk-up Experience routes appointments to a specific location's queue using configuration within Walk-up Location Queue [wu_location_queue] table.

Refer: SN Doc : Configuring Walk-up Experience 

Also refer for

Create or modify a Walk-up Experience appointment booking service configuration 

https://www.servicenow.com/community/itsm-forum/walk-up-experience-appointment-work-process-for-walk...