---
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


---

# Route walk-up tasks to skilled agents

# Route walk-up tasks to skilled agents {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use business rules to automatically route walk-up tasks to the agents based on their
skill set.

## Before you begin

Set up metadata in All Skills, Group Skills, and User Skillstables before configuring walk-up locations for skill-based routing. For more information, [Configuring Skills Management](https://www.servicenow.com/docs/access?context=configuring-skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

Role required: admin

## Procedure

1. Navigate to AllWalk-up ExperienceAdministrationWalk-up Locations.
2. Select the location to add skills of the agents.
3. In the related list, select Reasons for Visit.
4. Select a reason to associate the skills.
5. On the Walk-up Skills for Reasons related list, select New.
6. On the form, fill in the fields.  
   {#walkup-routing-tasks-to-skilled-agents__table_tzb_2c5_3sb__entry__2}

   | Fields | Description |
   |-|-|
   | Active | Option to make the skill active. |
   | Skill | Skill required for the selected walk-up reason. |
   | Mandatory | Option to make the skill mandatory. If the skill is set as mandatory, the walk-up task will not be routed to any agent who does not have that particular skill. |
   | Walk-up Reason | Reason for which a requester needs help. |
   [Table 1. Walk-up Skills]

   {#walkup-routing-tasks-to-skilled-agents__table_tzb_2c5_3sb}
7. Select Submit

*[\>]: and then