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

Gaurav Bhatia · ‎10-19-2020

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 · ‎10-21-2020

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.

Raghav
MVP 2023

View solution in original post

RaghavSh · ‎10-22-2020

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 : You should use Advanced work assignment for this, that is the preferred way. But that plugin is paid

Raghav
MVP 2023

Vrushali11 · ‎02-02-2023

Hello @RaghavSh & @Gaurav Bhatia

We are having three OOB notifications on 'wu_appointment' tabel but I am unable to Trigger those even after satisfying the when to run condition. can you guide me on this.

Thanks

Kishor O · ‎09-11-2023

@Vrushali11 @RaghavSh Did u get the solution for this?
I am also facing the same issue where a walk-up notification is triggered when the interaction is created from the join queue but not when the interaction is created from an appointment.

Indira Panneers · ‎05-05-2021

Hi Raghav,

When I check-in from the plugins- it says as a free version

RaghavSh · ‎05-07-2021

That could be part of your package , please check with servicenow HI team

Raghav
MVP 2023