> For the complete documentation index, see [llms.txt](https://docs.cubu.com/guides/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cubu.com/guides/admin-tools/service-management/walk-in-services-settings.md).

# Walk-in Services Settings

{% hint style="info" %}
Admin Tools -> **Service Admin**

Managing services requires the **Service Admin** role.
{% endhint %}

The following settings are specific to walk-in services.

## Requires Data on Check-in

In this section, you can configure the required data to enter when a new case is created for the service using the Portal or Kiosk. 

The options are:

* **Require customer identification**: A customer record is linked to the case record. \
  When an agent creates a case using the Agent Console, the agent must select a customer record.\
  When a customer creates a case using a Portal or a Kiosk, the customer must identify himself using the method defined by the Customers' table.
* **Require phone number:** The agent or the customer must enter a valid phone number. The phone number is stored as the case's **contact number** and can be used to send SMS messages to the customer.
* **Verify the self-service phone number with a one-time password**: Check this box to send an OTP to the customer via SMS and require the customers to enter the OTP to queue up.
* **Require email**: The agent or customer is required to enter a valid email. The email is stored with the case as the **contact email** and can be used to send emails to the customer.

## Target Inbox

In this section, configure where cases created for this service are placed.

<div align="left"><figure><img src="https://2572483209-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8vfRpZGqpk7N0egaXMQ8%2Fuploads%2FdZGzRzlqOeZUNC2pVS5g%2Fimage.png?alt=media&amp;token=4403c886-53ef-49a9-8aee-847e3b6d85d0" alt="" width="563"><figcaption></figcaption></figure></div>

* **Target inbox**: An inbox in the current unit where new cases will be placed.
* **Initial case status**: A new case is usually created in the **Waiting** status. Choose the **Pending** status if additional work is required before the case can be processed.
* Position in queue: Determines where in the queue to insert the case. The default position is **End of Queue**, but you can also position the case at the beginning of the queue or in a specific position.
* **Enable manual creation of cases**: Check this box to allow the agent to create cases for this service from the Agent Console.
* **Prevent adding duplicate cases to the queue**: Check this box to prevent adding multiple cases with the same customer ID, phone number, or email.

## Ticket Numbering

When a new case is created, it is assigned a number. The number is used to identify the case/customer easily and when calling the customer for service. Ticket numbers are generated automatically in sequential order and may include a prefix and suffix.

Different prefixes and number ranges for different services prevent confusion when customers wait in the same area for different services.

<div align="left"><figure><img src="https://2572483209-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8vfRpZGqpk7N0egaXMQ8%2Fuploads%2FT6KnpJaTCIBnHqt45wZF%2Fimage.png?alt=media&amp;token=dd1f2fe3-c292-4ab6-876e-5e03846f260b" alt="" width="563"><figcaption></figcaption></figure></div>

The Ticket Numbering dialog allows you to configure the following information:

* **Prefix/Different**he first ticket number to generate.
* **End**: The last number to generate. When this number is reached, the system returns to the Start number.
* &#x20;**Reset time**: The time of day to reset ticket numbers. Usually, this is set to midnight, meaning the ticket numbers are reset at the beginning of each day.

## See Also

{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/D4NtDCDKLWpryTw5jxxd" %}
[Walk-in Services](/guides/understanding-the-basics/process-management/walk-in-services.md)
{% endcontent-ref %}