Walk-up Experience || Appointment Work Process for Walk up Technician

[Gaurav Bhatia]

Hi,

I wanted to know on which record Walk up technician should work. wu_appointment or interaction?

When I have created online appointment from Service portal widget 'Online check-in experience' then record will inserted in 'wu_appointment' and 'interaction' tables. The state of appointment record is Ready however interaction state is 'On Hold'.

Please let know on which record Walk up technician should work?

If appointment record then how he/she will create incident/request from appointment because there is no option to do this from appointment. This option is available in Interaction record.

Can anyone let me know the flow that Walk up technician to follow to work on appointments?

Regards,

Gaurav

[RaghavSh]

Technician should always work on interaction record. (incase of walk-ins no appointment record is created)

The interaction record changes from onhold to new status when the time of appointment reached, it is derived from "appointment routing time" in "wu_location_queue" table.

When the technician works in interaction he can see the related records (incidents/ requests) and also create new records.

The link to asset/ stockroom is also available on interaction table only.

Pls let me know incase of any other questions.

[Gaurav Bhatia]

Thank you for your response.

Can you please provide some details regarding below-

1. How to differentiate whether the interaction is created via Check-in or via appointment?

2. There are notifications related to interaction table. Are these notification (4 notifications) will trigger for those interactions as well which are created w.r.t appointments?

3. We have a requirement to integrate appointment creation feature of walkup experience with a 3rd party mobile app. Basically, user will be able to schedule appointments in ServiceNow via the 3rd party mobile app. Mobile app will use ServiceNow walk up related tables data and show it on the app and when user schedule an appointment from the app then it will schedule appointment in ServiceNow. Have you done it before? Can you share scripted rest APIs for the POST or GET?

4. Do you know how to fix this error?

 

5. We are planning to create assignment rules on interaction and wu_appointment tables so that when a user schedule an appointment then its associated interaction and wu_appointment table records will be assigned to a group?

Please let me know when did the technician in this group should assign interaction (associated with appointment) to himself/herself? You have mentioned above that from Appointment routing time the state of interaction will change from On Hold to new. But if a technician assign it to himself/herself before the Appointment routing time (Default value is 2 minute prior to appointment start time), then it will change the state to WIP I believe. will it trigger any notification to end user at that time because there is a notification which will trigger to end user when the interaction is assigned to the technician?

Basically I wanted to know, do the technician wait for Appointment Routing time to reach or they can assign it to himself/herself before that as well. If they can assign it then will it trigger any notification?

Regards,

Gaurav

[RaghavSh · Accepted solution]

1.  context record in interaction specifies that (check-in or appointment)

:

22. Yes notifications will trigger irrespective of check-in or appointment

33.Not done, but seems possible, you can find the API's in "online checin experience" widget (could be helpful)

4. check "sn_apptmnt_booking_config.do?sys_id=f9bf0db9b3331300eda5a72256a8dc9d&sysparm_view=walkup_manager" and see if in your instance and see the "Availability" method.

5. No, if interaction is moved to WIP before the routing time, no notification will be triggered.

[Gaurav Bhatia]

Thank you for your response. I have marked your answer correct.

Regarding your answer, related to Que 4, the availability method value is 'Number of appointments per slot.'

Please note this error is coming in lot of fields like Appointment Window, Work duration, Travel duration, Daily start time and Daily end time etc. on table 'sn_apptmnt_booking_service_config'.

This error is coming whenever you try to change the value of these fields. Similar error is coming when you try to submit the form as well.

Please respond to below thread if you know how to fix.

https://community.servicenow.com/community?id=community_question&sys_id=b9ca2368db4464949e691ea668961918

Regarding Que 5, do you thing that below approach is fine? Or can you suggest any alternative approach?

5. We are planning to create assignment rules on interaction and wu_appointment tables so that when a user schedule an appointment then its associated interaction and wu_appointment table records will be assigned to a group.

Regards,

Gaurav