Walk up queue propting for Reason for Visit despite no reasons being set

[Doireboy]

We have had a simple request to have a basic walkup queue configured. The user should not be asked for a Reason for Visit for this particular queue.

Despite there being no Reasons configured for this walkup location the reason for visit dropdown box appears and is mandatory. 

We have tried OnLoad client script to hide this when this location is selected with no effect. 

Is there a simple way to achieve this? Or have the Reason for Visit field prepopulate for just this location?

[pr8172510]

Hi,

Yeah, this is a known behavior with Walk-up Experience.

Even if you don’t configure any “Reason for Visit” values, the field itself is still part of the Walk-up queue configuration and UI, and it’s treated as mandatory by the underlying logic — which is why it still shows up.

Also, OnLoad client scripts won’t help here because this UI is driven by Service Portal / Walk-up components, not standard form rendering.

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What you can do

1. Make the field non-mandatory (recommended)

Check if the field is set as mandatory at:

• Dictionary level
• Walk-up queue / configuration settings

If it’s mandatory there, it will always prompt regardless of choices.

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2. Default the value (practical workaround)

If you want to avoid user interaction:

• Set a default value (e.g., “General Request”)
• Either via:
  • Dictionary default
  • Record producer script (if applicable)
  • Flow / Business Rule

This way, users won’t have to select anything manually.

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3. Hide via Portal Widget (if customization is allowed)

Since Walk-up runs on Service Portal:

• You would need to customize the widget to hide the field
• Standard client scripts won’t affect it

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Important point

Even with no reasons configured, the system still expects a value because the field is part of the submission model — so it won’t disappear automatically.

[pr8172510]

Hi,

Yes, this is expected behavior in Walk-up Experience.

Even if no “Reason for Visit” values are configured for the location, the field itself is still part of the Walk-up queue data model and is treated as mandatory by the OOTB widget logic. That’s why it still appears and blocks submission.

Also, your client script didn’t work because Walk-up runs on Service Portal widgets, not standard forms — so onLoad scripts and g_form won’t apply here.

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What actually works

1. Prepopulate the value (best and simplest fix)

Since the field is mandatory, the easiest approach is to auto-set a default value for that specific location.

You can do this via:

• Record Producer script (if used)
• Business Rule (before insert on interaction / walk-up record)

Example logic:

• If location = your walk-up queue
• Set Reason for Visit = “General” (or any default value)

This removes the need for user input.

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2. Make it non-mandatory (if allowed)

Check:

• Dictionary entry of the field
• Walk-up configuration

If it’s marked mandatory there, it will always be required. If your process allows, you can relax this.

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3. Hide via widget (only if you want full control)

To completely remove it:

• You need to customize the Walk-up Service Portal widget
• Then conditionally hide the field for that location

This is more effort and usually not needed unless you want UI-level control.

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Key point

Even with no choices configured, the platform still expects a value — so the field won’t disappear automatically.

[Tanushree Maiti]

Hi @Doireboy 

Can you check these posts  if it helps:

https://www.servicenow.com/community/developer-forum/walk-up-experience-new-option-in-the-choice-fie...

https://www.servicenow.com/community/itsm-forum/walk-up-experience-location-queue-record-not-visible....

[Huynh Loc]

Hi @Doireboy 

Please check the record producer associated with your walk‑up location in Appointment Booking Service Configuration and hide the Reason field using a UI Policy or by enabling the Hidden checkbox.

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