--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Walk-up Experience management in Service Operations Workspace # Walk-up Experience management in Service Operations Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Manage your Walk-up interactions and queues in Service Operations Workspace. As a Walk-up agent, you can use Service Operations Workspace to manage your assigned walk-up interactions. You can open incidents when an issue is not resolved at the walk-up location. You can also directly create a request for hardware or software through the Service Catalog when an asset is not available at the walk-up location stockroom. As a Walk-up agent, you can do the following activities. * Access personal inbox to view Walk-up channel assignments. * Work on concurrent or multiple interactions at the same time. * Promote interactions to incidents or requests. * Randomly pull and work on a Walk-up interaction from the queue. * Use Agent Assist to expedite fulfillment. * View your assigned walk-up interactions, scheduled and upcoming appointments, walk-up locations and kiosks assigned to you. * View available assets and fulfill requests from a local stockroom. * Create incidents and requests when necessary. * Reassign, transfer, and modify walk-up interactions when necessary. {#walkup-sow__ul_pn4_pdy_xfb} {#walkup-sow__table_mlz_tdy_xfb__entry__2} | List item | Description | |-|-| | My Stockrooms | Stockrooms and assets associated with the walk-up locations assigned to you. | | Walk-up Locations | Walk-up locations assigned to you. | | Location Kiosks | Available kiosks at a Walk-up location. Select a kiosk to check in. | | My Assigned Walk-ups | Walk-up interactions you are assigned to resolve or fulfill requests. These interactions are in a Work in Progress state. | | Open - Unassigned | List of all open and unassigned walk-up interactions for all locations. These interactions are in New, Queued, or Work in Progress state. | | Closed Walk-ups | All closed walk-up interactions. Closed interactions have either Closed Complete or Closed Abandoned state. | | Appointments | All upcoming Walk-up appointments. | [Table 1. Walk-up Experience lists] {#walkup-sow__table_mlz_tdy_xfb} ## Exploring Walk-up interaction in Service Operations Workspace {#walkup-sow__section_qvd_c43_xsb} Explore the various sections of a walk-up assignment. Figure 1. Walk-up interaction record ## Details tab {#walkup-sow__section_v4m_tjb_xsb} View details of a Walk-up interaction. * Walk-up Interaction: View details of the Walk-up interaction such as the number, state, Walk-up location, and the reason for the Walk-up visit. * Compose: Write work notes for yourself. * Activity: View the activities performed on that record. * Record Information: View the information about the appointment. * Opened for: View the requester's information. * Source: View the source of the Walk-up interaction record. Note: The Source section appears only if a Walk-up appointment is created through an incident. For more details, view [Create an appointment through incident](https://servicenow-prod.fluidtopics.net/ClVhbqa4fYJ0~a~1d4d53A "Schedule an appointment on behalf of a requester through an incident record.") {#walkup-sow__ul_gtx_dkc_xsb} ## Related records tab {#walkup-sow__section_eq5_mnc_xsb} View details of the related records. * Related Tasks * User's Tasks {#walkup-sow__ul_i1r_vrc_xsb} * **[Work on Walk-up interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/HZ7ZiaAwxvXEHPCWl~EFEQ)** Manage your Walk-up appointments in Service Operations Workspace. * **[Create an appointment through incident](https://servicenow-prod.fluidtopics.net/ClVhbqa4fYJ0~a~1d4d53A)** Schedule an appointment on behalf of a requester through an incident record. **Related concepts** * [Knowledge Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/OjGC_chJF1qqEzAJ8UMkkA "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [Major Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9f4I6JcGUMI0Txrw8VjrDg "Create and manage major incidents in Service Operations Workspace.") * [On-Call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/iAh6oLkXtqzk0v0uwRVkKA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") * [Problem Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Sf~FTcIFiJsZ1CLFCjg2aA "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommendation Framework in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9w4yBpL3jfpYS7dkcZnoWw "An agent can view dynamic and contextual recommendations and perform a relevant action.") * [Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/puUY2qNsBN2fbUcJ_X7Umg "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Service Level Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Np4kt4ICCOOHv7faOGTHMg#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.") * [Collaboration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_lczuHrV~~LU5tdTEuP26Q "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Xq1HMfZ2m2cdA4ka6aNCDw "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Universal Request in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Bn56bee4wzGD_09YJ4go_w "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.") * [Universal Task in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/w_HGu1H0AI0W06aboUL7XQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/L5N_bJgEA3WK5ubGXHR2Nw "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.")