How does the walkup agent login to portal

Pooja Limbani · ‎02-27-2023

I am new to walkup experience portal, does the walk up agent have a different login?

How does the walkup agent logins to the portal, do we need to assign any specific role to the agent

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Community Alums · ‎02-28-2023

Hi @Pooja Limbani ,

You have the same portal for walkup. what you must check that they have right roles.

The sn_walkup.walkup_login role cannot be added to a user who already has a role.

PERSONAS

END USER

Role: sn_walkup.walkup_login

The end user will access a portal like: https://<your_instance>.service-now.com/walkup

They can access this portal two ways:

Online - Users can check into a walk-up venue online using a laptop, tablet, or mobile phone via Walk-up Check-in available in the application navigator under Self-Service. Once a location queue is selected, users can see how many other end users are in the queue and decide whether or not to join the queue.
Walk-up Experience location - Users can check into a queue at the physical walk-up location. Guests of the walk-up venue can observe queue activities on a large monitor that displays place in line, end users currently in the queue, and end users being helped.

Here are some screenshots of the experience

TECHNICIAN

Role: sn_walkup.walkup_technician

Walk-up Experience IT technicians manage daily operations at the walk-up queue locations. They resolve IT-related issues, support mobile devices and laptops, and fulfill requests for software and hardware consumables.

Technicians can view active and closed interactions, assign interactions to themselves, other agents or other walk-up locations, and view and distribute stockroom consumables.
Walk-up Experience IT managers supervise the walk-up location technicians. Walk-up managers oversee walk-up location performance by monitoring the walk-up dashboard. They are responsible for customer satisfaction, confirming stockroom inventory is available, ensuring customers are served in a timely manner, and reporting performance data to upper management.

For technicians, you manage your work queue in the “full ServiceNow”.

If they are not able to access, follow this KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961381