Hi @MahendraBob
Its main job is to automatically create a final record (like a resolved incident) when an agent closes a walk-up interaction that doesn't already have another ticket (like an incident or request) linked to it.
A Simple Scenario
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A user walks up to the desk with a very simple question (e.g., "What's the guest Wi-Fi password?").
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The agent helps them in 30 seconds. It's not a big issue, so the agent doesn't need to create a full-blown incident.
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The agent just clicks "Close" on the interaction.
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This is where that field kicks in: ServiceNow sees no incident was created. So, it automatically uses the record producer you specified in that field (e.g., a producer called "Close Walk-up Interaction") to create a ticket, copy over the basic details, and immediately close it.
Why is this used?
It's all about reporting and metrics.
Without this feature, all those "quick-fix" interactions would disappear after being closed. It would look like your walk-up agents did no work.
By auto-creating a closed record, you now have data to prove that your walk-up team handled, for example, 50 quick questions last week. It's crucial for showing your team's value and tracking the total work being done, not just the complex issues.
Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards
Deepak Sharma
