Walk-up Experience - sn_walkup.walkup_login issues

[Lela Miller]

My team has inherited support of a project surrounding the Walk-up Experience product that was initially set up by a contracted team almost two years ago. Thankfully the product is, for the most part, fully built and ready for use, but the agency it was built for ended up not wanting it, and a new agency is now interested in using it - which means that we've had basically no experience with supporting Walk-up Experience since it was implemented for us.

We are trying to test the scheduling/check-in functionality to get a better idea of the changes that a walk-up ticket undergoes over the life of an appointment so that we can try to meet some of the requirements of this new agency, but we are having trouble accessing the "kiosk view" of the walk-up portal that was built - the page that has the option to queue in line, check in from a previously-booked appointment, or participate in a survey. We're receiving an error like "Sorry, you are not authorized to access the walk-up pages. For security reasons, walk-up pages are limited to users with the sn_walkup.walkup_login role only." when we try to queue, and nothing at all when we try checking in for a booked appointment.

So I looked into that, and the remedy is simple - use a user account that only has sn_walkup.walkup_login and snc_internal. Easy. The only problem is, adding sn_walkup.walkup_login to a user is automatically adding snc_external to any user we try, and I'm not sure how in the world this is being determined. I have almost no experience with this application, so any insight that you can provide would be wonderful.

TL;DR: Adding sn_walkup.walkup_login is also adding snc_external and is subsequently blocking my ability to access and use the on-site portal

[Lela Miller]

Hi Sandeep,

I feel like maybe we're not on the same page. I'm FINE with how the rules are supposed to work regarding this sn_walkup.walkup_login role, I'm not trying to change how it operates, nor do I want to.

Let me put it this way: the included Walk-up User that is OOB on the instance should have NO problem accessing pages on the walk-up experience, right? However, when I impersonate this Walkup User and try, say, accessing the queue of a location, here is the message I receive.

Reminder: This is using the OUT OF BOX, INCLUDED USER that should be allowed to access these portal pages, no problem. I am not accessing as myself, but as Walkup User.

So let's check the roles on the Walkup User, who has not been edited at all since we started this plugin:

They have snc_external, and sn_walkup.walkup_login. My current experience with our instance is that I cannot have one of these without the other, as I am UNABLE to remove only snc_external, and this is actively preventing this user from accessing walkup pages.

I apologize for repeating my points over and over, but the info I'm being provided with is not answering my specific questions or providing any info I do not already know.

[Community Alums]

Am sorry to repeat myself too!!

You will not be able to remove only snc_external from sn_walkup.walkup_login!!

That's the system's behavior .

[Lela Miller]

Hi Sandeep,

If that's the case, that's fine. The way I kept reading documentation, it seemed like the only role that a user could have in order to access pages from the walk-up portal is the walkup_login role.

If the user having snc_external is not the issue, would you have any idea as to why I am not able to use the on-site portal as Walkup User? The problem still exists in that I'm unable to do any kind of testing or further research, because at the end of the day, I'm not able to see the onsite queue or the check-in process even though I am using the correct user to view it.

[Makino1]

Hi Lela, we are facing the same issue.
Could you sovle this issue?

I can't find how to remove snc_external  from Walkup user.

[Shawn Gienow]

There is an issue, at least with Utah, where if you have Explicit Roles installed, it adds snc_internal to the walkup user.  
This needs to be snc_external, to allow the script include to say this is a walkup user.
However, there is a conflicting ACL that does not allow snc_external to access this portal.  You will need to allow snc_external access to that portal, and that will fix it.