Walk-up Experience Locations in the Mobile App if not available for appointment only

[Carl Fransen1]

Hi Team,

We have 4 walk-up locations configured - 1 of which is available for online check-in only, the other 3 are for appointment booking only.  This works pefectly in the Portal.

When in the Now Mobile App the list shows all 4 locations, as expected, however the 3 configured for appointment only cannot be used and states in the notes 'unavailable for online checkin' - but won't allow me to book a scheduled appointment as it does in the Portal.

Is there a way I can either:

1. Allow the appointment scheduling to work in the Mobile? or

2. Remove these 3 appointment only locations from the list on the Mobile? 

Appreciate any help with this 🙂

[RaghavSh]

This should not be the case, Is anything customised in your instance wrt walkup or now mobile.

I am on Tokyo patch-1 and just checked by disabling the online chek-in, I am getting an option to make an appointment and I am able to schedule an appointment successfully. The "Join queue" option is removed but the appointment option stays on mobile.

You can try by installing the now mobile app again or raise an HI ticket if there is no customisation.

Please mark the answer correct / helpful accordingly.

[RaghavSh]

The other catch here could be that "Make appointment" button is not visible if a user already have a active appointment in ready state in "wu_appointment" table. If yes try changing the state of that appointment to closed or cancelled.

[Carl Fransen1]

Thanks - we have no customisations on the mobile at all, all OOTB.  I will try to reinstall the app to see if this works.  We are on Rome so this may be the issue as well.

[RaghavSh · Accepted solution]

@Carl Fransen1 I don t think this is an issue with Rome as well. Are you sure that the user checking this on mobile app has no appointment in "wu_appointment" table. If there is an active appointment for user, this button will not be available.

If this does not work I would suggest to open a case with Servicenow as it is OOB and should work.