Walk-up Experience portal security and access

Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.

Understanding Walk-up Experience portal security

Activate the Explicit Role (com.glide.explicit_roles) plugin to assign users security roles, either snc_internal or snc_external. This plugin was introduced in the ServiceNow AI Platform Paris release. With the Quebec release, for new installations, Walk-up Experience added a dependency on this plugin to explicitly set the Walk-up Experience user as an external user.

When upgrading Walk-up Experience installations prior to Rome, the Walk-up Experience user is assigned snc_internal instead of snc_external. This is because the Explicit Role plugin assigns all users, including Walk-up Experience users, to snc_internal. Walk-up Experience cannot remove snc_internal during upgrade. For new installations of Walk-up Experience, this process works automatically.

Note: Refer to Explicit roles plugin for details about the plugin and Explicit Roles for more information about this upgrade process.

Access to Walk-up Experience

Agents opening up the on-site Walk-up location for business, or joining the support team during operation hours, access the user record account with sn_walkup.walkup_login role to log into the Walk-up Experience portal. Internal and external users can access the on-site Walk-up Experience portal via a check-in device, typically a tablet, to enter a queue. Internal, authenticated users can also access an online queue check-in via desktop or mobile device.

Important information for upgrading Walk-up Experience to Australia

The Explicit Role (com.glide.explicit_roles) plugin was introduced in the ServiceNow AI Platform Paris release. When installed, users are assigned security roles, either snc_internal or snc_external. With the Australia, release Walk-up Experience has added a dependency on this plugin to explicitly set the Walk-up Experience user as an external user.

When upgrading Walk-up Experience to Australia, the Walk-up Experience user is assigned snc_internal instead of snc_external. This is because the Explicit Role plugin assigns all users, including the Walk-up Experience user, to snc_internal. Walk-up Experience cannot remove snc_internal during upgrade. For new installs of Walk-up Experience, this process works without issue because the Explicit Role plugin installs first, assigns all users to snc_internal, then the Walk-up Experience user account is created with the snc_external role already assigned.

Note: Refer to Explicit roles plugin for complete details about the plugin and ServiceNow AI Platform explicit roles.

After upgrading to Australia, you need to remove the snc_internal role from the Walk-up Experience user account, or any users created to log into the Walk-up Experience kiosk. Then you need to add the snc_external role to the users. This process is not necessary for upgrades after Australia.

Note: Refer to Explicit Roles for complete details about this process.

Parent Topic:Configuring Walk-up Experience