Unable to create REQ from Interactions in Service Workspace

Gayle F
Tera Contributor

‎08-07-2025 02:31 PM

We recently upgraded to Yokohama Patch 4, and now our users in Service Operations Workspace can no longer create Requests from Interactions that are submitted by the Walk-Up kiosk.

 

The Assignment Group that our technicians are using includes the Role required: sn_walkup.walkup_technician shown in the documentation https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/walk-up-experienc....

 

I have searched through AI Actions and scripts without finding the problem. 

 

No groups or roles have changed in this area before or after the upgrade. This is not an issue for any other type of Interactions in the Service Operations Workspace, only for Type: Walk-Up

 

Does anyone know if there is a new ACL or BR that affects the Walk-Up interaction with Service Operations Workspace?

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2 REPLIES 2

Rafael Batistot
Kilo Patron

‎08-08-2025 01:48 AM

Hi

 

May it’s helps you 

 

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/walk-up-experienc...

 

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TEdwards
Mega Sage

‎09-11-2025 10:52 AM

Hello there,

 

Just wondering if you ever found out what was causing this issue. We are experiencing the same problem.

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