Walkup User account access issues

[BrianS344076034]

We are working through the process of getting the walkup account setup and running into a bit of a block

We are still using ServicePortal, but looking to get on Employee Center later this month

We have the walk up experience configured and everything seems to be ok from a user being able to book appointments and the team getting the appointments.

The hang up I have is that when we impersonate the Walkup user so we can open the sign in page or the wallboard it fails

Here is the steps I am doing

1. Impersonate user - walkup 

as soons as it flips over I get this page

When I look at the user, the following is on the account

Roles

I think the SNC_external is causing the issue, but I can't seem to remove the user from that group

When I go into the Role, and hit Edit to remove the user, it shows no one is in the role

I am assuming there is some business rule running, but not sure where to look

[Tanushree Maiti]

Hi @BrianS344076034 

1. Ensure the test user account has NO OTHER ROLES except 

sn_walkup.walkup_login

2. Navigate to sp_page_route_map.list and check for any routes affecting the Walk-up portal. Deactivate the relevant page route map to test. Refer: KB0965128 When attempting to access a page on the service portal, I get the 404 (page not found) scr... 

3. Ensure the user you are impersonating matches the User Criteria assigned to the walk-up pages and widget. Refer: Walkup user with appropriate roles unable to access walkup portal after upgrade to Quebec

[Vishal Jaswal]

Hello @BrianS344076034 

Navigate to Service Portal > Pages> ID = index.

Either add Roles as shown below or required roles as per your requirement or check Public:

[BrianS344076034]

It looks like its tied to the SNC_external role which is being automagically added
I did some digging and found an article on Explicit role for SNC_Internal and SNC_External and even with that disabled, it still happens
I don't want to let the page be accessible to public, so its mainly trying to figure out how to get this role removed or switched to SNC_Internal

[Vishal Jaswal]

@BrianS344076034 The suggestion provided earlier if worked, then it means you now understand the root cause of 404.

The next step would be to undo the suggestion provided and identify how "snc_external" role is automatically being added if you remove it from this user. This is where you can start debugging the server-side logic via Script Debugger as well as via Browser's developer tools or creating a dummy user and not associating any company to it.

If with dummy user, you are able to remove snc_external and add snc_internal then it means the user associated with an external customer / company and/or with another domain is the root cause and with this analysis you can proceed accordingly.