We all know ServiceNow provides the capability to include break time with walkup appointment configurations, but this capability is not available with walkup check-in (Which is required by most organizations as agents need to go for a break or multiple breaks) . We can easily include break time in walk-up check-in by leveraging the child schedule capability of ServiceNow.
Steps to follow:
1. Look for the schedule attached to your walk-up location.
2. Create a child schedule in your walk-up schedule according to the break time you want to apply.
3. The schedule entry in your break time schedule will look like the below (the break time may differ). The "type" should be "excluded" and "show as" should be "Busy"
4. The walk-up online check-in will remain closed for the break time defined in child schedule.
Note: The same steps can be used to apply multiple breaks in case of walk-up appointment configuration, using the holiday schedule field in the walk-up appointment configuration. Since OOB we cant apply multiple breaks in walkup appointments, leveraging the child schedule method can be helpful.
