Hello,
After upgrading to Quebec, Walkup users with the correct roles (sn_walkup.walkup_login & snc_external) might still not be able to access the Walkup portal and are getting an error message "Sorry, the page you requested was not found."
Release or Environment
Quebec and higher
Cause
Starting in Quebec, some of the Walk-up Experience Service Portal Pages and Widgets have been assigned one or more Roles. Users with the correct roles are usually able to see the Walkup Portal based on that.
However, if the User criteria for Service Portal plugin is active and the 'glide.service_portal.user_criteria_enabled' property set to true, the 'Roles' on Service Portal Pages and Widgets is not used and is replaced by 'Can View' User Criteria.
When the User criteria for Service Portal plugin is activated, it creates new User Criteria and 'Can View' relationships based on the existing Roles on the Pages and Widgets.
However, if the User criteria for Service Portal plugin was activated BEFORE the Walk-up Experience one, no User Criteria and 'Can View' relationships are created. Hence, users with the correct roles would not be able to access the Walk-up portal.
Resolution
The solution is to manually create the needed User Criteria and add them to the Pages and Widgets 'Can View' according to their roles.
OOB, the two User Criteria that would need to be created should look like these:
User Criteria "Roles : sn_walkup.walkup_login"
User Criteria "Roles : sn_walkup.walkup_login,sp_admin"
The Pages to which add these User Criteria (based on their Roles) are:
https://instance_name.service-now.com/sp_page_list.do?sysparm_query=sys_scope%3D1da803b9b3b10300f686...
The Widgets to which add these User Criteria (based on their Roles) are:
https://instance_name.service-now.com/sp_widget_list.do?sysparm_query=sys_scope%3D1da803b9b3b10300f6...
Additional Information
Apply user criteria to a page, widget, or widget instance
Hope this info helps. 🙂
Thanks and Regards,
Lini
