---
title: Walk-up Experience management in Service Operations Workspace
description: Manage your Walk-up interactions and queues in Service Operations Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/walkup-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 4
breadcrumb: [Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Walk-up Experience management in Service Operations Workspace

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.

<table id="table_mlz_tdy_xfb"><thead><tr><th>

List item

</th><th>

Description

</th></tr></thead><tbody><tr><td>

My Stockrooms

</td><td>

Stockrooms and assets associated with the walk-up locations assigned to you.

</td></tr><tr><td>

Walk-up Locations

</td><td>

Walk-up locations assigned to you.

</td></tr><tr><td>

Location Kiosks

</td><td>

Available kiosks at a Walk-up location. Select a kiosk to check in.

</td></tr><tr><td>

My Assigned Walk-ups

</td><td>

Walk-up interactions you are assigned to resolve or fulfill requests. These interactions are in a Work in Progress state.

</td></tr><tr><td>

Open - Unassigned

</td><td>

List of all open and unassigned walk-up interactions for all locations. These interactions are in New, Queued, or Work in Progress state.

</td></tr><tr><td>

Closed Walk-ups

</td><td>

All closed walk-up interactions. Closed interactions have either Closed Complete or Closed Abandoned state.

</td></tr><tr><td>

Appointments

</td><td>

All upcoming Walk-up appointments.

</td></tr></tbody>
</table>## Exploring Walk-up interaction in Service Operations Workspace

Explore the various sections of a walk-up assignment.

\[Omitted image "walkup-interaction-sow.png"\] Alt text: Walk-up interaction record in SOW

## Details tab

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-walkup-appointment-incident-sow.md)


## Related records tab

View details of the related records.

-   Related Tasks
-   User's Tasks

-   **[Work on Walk-up interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/work-on-walkup-sow.md)**  
Manage your Walk-up appointments in Service Operations Workspace.
-   **[Create an appointment through incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-walkup-appointment-incident-sow.md)**  
Schedule an appointment on behalf of a requester through an incident record.

**Parent Topic:**[Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md)

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