Walk Up Experience Location Queue Assignment Group

[Gaurav Bhatia]

Hi Everyone,

I have a query regarding walk up experience application that introduces in London version.

Can we use one group in multiple walk up location queue table record?

If No then why?

If yes then can you please let me know if there are any challenges or issues we can face in future. Because as per my knowledge if we align one group to multiple locations then all the members of this group can access all the interactions records of all these locations.

In my case we have 3 tech bar for different locations (cities) of US. These cities are Chicago, Lincolnshire and New York. So, business wants to have a common group for these 3 locations.

Is this some thing that we should allow or we should directly say to the business that we should not use this approach because of some reasons. And will use separate group for each location tech bar.

Regards,
Gaurav

[Matt Saxton - G · Accepted solution]

Hi Gaurav,

Yes, you can. However, it will complicate the que. If you aren't using assignment rules it will be harder for the folks to clearly see what tickets to grab. They might also grab the wrong tickets. I'm not sure what the benefit would be to configure it this way. Best practice would be to split these out. 

-Matt

[Gaurav Bhatia]

Thank You Matt for your response. I agree with your suggestions. Best practice is to use different group for different tech bat locations.

Can you please also help me regarding identification of users to whom we have to give 'walkup_login' role.

As per business they want something like highlighted below -

How to navigate to Tech Bar Portal

-Ensure only locations with Tech Bar will have navigation to tech bar login

We have 3 tech bar and each tech bar location queue record have a mandatory field (Location) which is highlighted below-

So, I am thinking to write a script which filter out all the users who comes under these locations and then I will assign 'walkup_login' role to those users only from the same script.

Please let me know if there is any other better approach we can follow.

Also, if any of these users will already have some other role in ServiceNow then they will not be able to access the Walkup Portal pages. And therefore, they will not be able to Check-in Online. I am not sure whether they will also be able to check-in offline or not. Please let me know how to deal with such situations.

Thanks..

Regards,

Gaurav