---
availability: INSTALLABLE
name: IT Walk-up Visits
description: Lets employees book a Tech Lounge appointment, join a location's walk-in queue, and view or cancel an existing booking — all from chat, without navigating the ServiceNow portal to find the right form.
installation_asset_uuid: 10707c3b-5db3-4c0f-b705-a5a64c1c7dbd
purple_chat_link: https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22my+laptop+is+broken%2C+book+appointment+with+tech+lounge+tomorrow+3pm%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22I%27m+setting+up+an+in-person+Tech+Lounge+appointment+for+Abel+Tuter+at+Santa+Clara+Tech+Lounge.%3Cbr%3EI+matched+your+request+to+%3Cb%3EBook+an+appointment%3C%2Fb%3E%2C+chose+%3Cb%3ESanta+Clara+Tech+Lounge%3C%2Fb%3E+based+on+your+home+location%2C+and+selected+%3Cb%3ESomething+is+not+working%3C%2Fb%3E+as+the+visit+reason.+I+also+found+that+tomorrow+at+3%3A00+PM+is+available+there.%3Cbr%3EPlease+give+a+short+description+for+the+appointment%2C+such+as+%E2%80%9Claptop+won%E2%80%99t+turn+on%E2%80%9D+or+%E2%80%9Cscreen+is+cracked.%E2%80%9D+You+can+also+say+%E2%80%9Cskip%E2%80%9D+if+you+don%E2%80%99t+want+to+add+details.%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22laptop+won%E2%80%99t+turn+on%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22I+have+the+appointment+ready+to+submit+for+Wednesday%2C+September+23+at+2%3A30+PM%E2%80%933%3A30+PM+at+Santa+Clara+Tech+Lounge+for+in-person+support.+Please+reply+%E2%80%9Cconfirm%E2%80%9D+to+book+it%2C+or+%E2%80%9Ccancel%E2%80%9D+to+stop+here.%22%7D%2C%7B%22buttons%22%3A%5B%7B%22style%22%3A%22filled%22%2C%22buttonText%22%3A%22Confirm%22%7D%2C%7B%22style%22%3A%22outlined%22%2C%22buttonText%22%3A%22Cancel%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22confirm%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Submitting+your+Tech+Lounge+appointment+for+Wednesday+at+2%3A30+PM...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22Your+Tech+Lounge+appointment+is+booked.%3Cbr%3E%3Cb%3EAppointment+number%3A%3C%2Fb%3E+WUA0001109%3Cbr%3E%3Cb%3ELocation%3A%3C%2Fb%3E+Santa+Clara+Tech+Lounge%3Cbr%3E%3Cb%3EVisit+type%3A%3C%2Fb%3E+In+Person%3Cbr%3E%3Cb%3EDate+and+time%3A%3C%2Fb%3E+Wednesday+2026-09-23%2C+14%3A30+-+15%3A30%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22WUA0001109%3A+Santa+Clara+Tech+Lounge%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Actually+tomorrow+is+too+late%2C+I+want+to+walk+in+to+tech+lounge+instead%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22I%27m+ready+to+check+you+into+the+Santa+Clara+Tech+Lounge+walk-in+queue+for+laptop+won%E2%80%99t+turn+on.+Please+reply+%E2%80%9Cconfirm%E2%80%9D+to+join+the+walk-in+queue%2C+or+%E2%80%9Ccancel%E2%80%9D+to+stop+here.%22%7D%2C%7B%22buttons%22%3A%5B%7B%22style%22%3A%22filled%22%2C%22buttonText%22%3A%22Confirm%22%7D%2C%7B%22style%22%3A%22outlined%22%2C%22buttonText%22%3A%22Cancel%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22confirm%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Checking+you+into+the+Santa+Clara+Tech+Lounge+walk-in+queue...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22You%E2%80%99re+checked+in+to+the+Santa+Clara+Tech+Lounge+walk-in+queue.%3Cbr%3EYour+current+position+is+1.%3Cbr%3EThey%E2%80%99ll+text+or+notify+you+when+it%E2%80%99s+your+turn.%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Show+me+my+existing+bookings+with+IT%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Checking+your+existing+IT+bookings...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22Your+existing+IT+bookings%3A%3Cbr%3E1.+Appointment%3A+WUA0001109+at+Santa+Clara+Tech+Lounge%2C+In+Person%2C+Wednesday+2026-09-23+14%3A30+-+15%3A30%3Cbr%3E2.+Walk-in+check-in%3A+2225+Lawson+Ln%2C+Santa+Clara%2C+CA%2C+queue+position+%231%3Cbr%3EReply+with+one+option%3A+1.+Cancel+my+appointment++2.+Cancel+my+walk-in+check-in++3.+Do+nothing%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22WUA0001109%3A+Santa+Clara+Tech+Lounge%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22cancel+the+appointment+since+I%E2%80%99m+walking+in%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Cancelling+your+appointment+while+keeping+your+walk-in+check-in...%22%2C%22connectorName%22%3A%22servicenow%22%7D%5D%7D%2C%7B%22richText%22%3A%22Done.+Your+Tech+Lounge+appointment+has+been+canceled.%3Cbr%3EYou%E2%80%99re+still+checked+into+the+walk-in+queue%2C+and+I+marked+that+you+do+not+want+to+book+a+new+appointment.%22%7D%5D%7D%5D%7D
solution_tags:
- IT
- Support
systems:
- servicenow
---
# Description
Lets employees book a Tech Lounge appointment (in-person or remote), join a walk-in queue and see their position, or view and cancel an existing booking, all from chat. It creates and cancels real ServiceNow Walk-Up Experience records.
# User Experience Preview
The Purple chat preview on this page is a real conversation: book an appointment, switch to a walk-in, view both, then cancel the appointment.
# Pre-requisites
## 1. ServiceNow apps
- **Employee Slate for ITSM** (`sn_itsm_empworks`) **v2.0.3+**, which provides the `walk_in` REST API.
- **Walk-Up Experience** (`com.snc.walkup`), activated **before** installing Employee Slate for ITSM. Otherwise the walk-up records aren't created, with no install error. See [Walk-up Experience](https://www.servicenow.com/docs/r/it-service-management/walk-up-experience/walkup-experience-landing-page.html).
- **Appointment Booking** (`sn_apptmnt_booking`) and **Service Catalog** with a Tech Lounge booking catalog item.
## 2. ServiceNow connector
Uses **Service Account** auth (OAuth 2.0 Client Credentials); employees usually can't access the walk-up tables directly. The account needs:
- Read: `wu_location_queue`, `wu_m2m_location_queue_reason`, `interaction`, `sys_user`
- Write: `interaction`, and bookings via the catalog item
- The `sn_walkup.walkup_technician` role (or `walkup_manager`), so `contact_types_for_appointment` is readable
Calls run as a shared account, so the plugin looks up the employee's `sys_user` sys_id by email and passes it on every call.
Set up the connector with the [OAuth 2.0 Client Credentials guide](https://marketplace.moveworks.com/connectors/servicenow#oauth-2-0-client-credentials), then follow the [plugin installation docs](https://help.moveworks.com/docs/ai-agent-marketplace-installation).
# How This Plugin Works
- **Book an appointment.** Offers to cancel any existing appointment first, then resolves the visit type, checks slots for the next two weeks, collects a reason, and submits after confirmation.
- **Join the walk-in queue.** Offers to cancel any existing queue entry first. Remote-only locations offer booking instead. Otherwise checks in after confirmation and reports queue position.
- **View / manage.** Shows the active appointment and queue entry and offers to cancel either, asking first. Cancelling an appointment offers a rebook.
Cancelling sets the `interaction` to `closed_abandoned`; nothing is deleted. An employee can hold one appointment and one queue entry at once.
# Implementation Details
**Note:** Update instance references after installing.
## API Details
**Custom `walk_in` API** (`/api/sn_itsm_empworks/walk_in/...`, `POST`, always HTTP 200; check the body's `checkedIn` / `error`):
| Route | Purpose | Body |
|---|---|---|
| `/checkin` | Join a walk-in queue | `{"userId","locationId","reasonId","reasonText"}` |
| `/active-appointment` | Employee's upcoming appointment | `{"userId","nowUtc"}` |
| `/appointment-state` | Re-check an appointment after cancelling | `{"appointmentSysId","userId"}` |
**Standard ServiceNow APIs:**
- **Table API reads:** `sys_user`, `wu_location_queue`, `wu_m2m_location_queue_reason`, `interaction`
- **Table API write:** `PATCH /api/now/table/interaction/{sys_id}` to cancel (`state: closed_abandoned`) and to add work notes
- **Availability:** `POST /api/sn_apptmnt_booking/appointment/availability`
- **Booking:** `POST /api/sn_sc/servicecatalog/items/{catalog_id}/submit_producer`
References: [Table API](https://docs.servicenow.com/bundle/latest-application-development/page/integrate/inbound-rest/concept/c_TableAPI.html), [Service Catalog API](https://docs.servicenow.com/bundle/latest-application-development/page/integrate/inbound-rest/concept/c_ServiceCatalogAPI.html).
# What Is In Scope for This Plugin?
- Booking in-person or remote Tech Lounge appointments
- Joining a walk-in queue and reporting queue position
- Viewing and cancelling an existing appointment or queue entry
- Checking for an existing booking before creating a new one
- Saving the reason for the visit on the record
# What Is Out of Scope for This Plugin?
- Rescheduling in place (cancel and rebook instead)
- Walk-ins at remote-only locations
- Managing locations, schedules, or visit reasons
- Wait-time estimates, acting for others, notifications