---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Portal security and access

# Walk-up Experience portal security and access {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Walk-up Experience portal security and access

The Walk-up Experience on-site portal is designed with built-in security to ensure that end-users accessing the portal do not receive elevated privileges.
Access is controlled through a dedicated account assigned only thesnwalkup.walkuploginrole, maintaining strict role-based access control for users interacting with on-site devices such as tablets.
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## Key Features

* **Explicit Role Plugin:** Activation of the **com.glide.explicitroles** plugin (introduced in the Paris release) is required to assign users either **sncinternal** or **sncexternal** security roles. This plugin is fundamental for managing user roles explicitly within Walk-up Experience.
* **Role Assignments:** For new installations (Brazil release and later), the Walk-up Experience user is assigned the **sncexternal** role automatically, ensuring external user status. However, during upgrades to Brazil, the user is initially assigned **sncinternal** due to plugin behavior, and manual role adjustments are necessary.
* **User Access:** Both internal and external users can access the on-site portal via check-in devices (typically tablets). Internal, authenticated users have the additional option to check in online via desktop or mobile devices.

## Important Upgrade Considerations

* When upgrading Walk-up Experience to the Brazil release, manual intervention is needed to remove the **sncinternal** role and add the **sncexternal** role for the Walk-up Experience user and any kiosk login users.
* New installations post-Brazil automatically handle role assignments correctly because the Explicit Role plugin installs first.
* Upgrades after Brazil do not require this manual role adjustment.

## Practical Impact for ServiceNow Customers

Understanding and correctly managing the Explicit Role plugin and user roles are critical to maintaining secure and proper access to the Walk-up Experience portal. Customers should ensure that roles are assigned correctly, especially during upgrades, to prevent unintended elevated access. This enables them to confidently provide secure, on-site, and remote queue management for walk-up support scenarios.  
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 {#walkup-exper-security-portal-acess__section_kbf_fkw_2fb}

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](https://www.servicenow.com/docs/access?context=explicit-roles-plugin&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) for details about the plugin and [Explicit Roles](https://www.servicenow.com/docs/access?context=explicit-roles&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) for more information about this upgrade process.

## Access to Walk-up Experience {#walkup-exper-security-portal-acess__section_w2v_jkw_2fb}

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 Brazil {#walkup-exper-security-portal-acess__section_xhn_4bl_znb}

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 Brazil, 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 Brazil, 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](https://www.servicenow.com/docs/access?context=explicit-roles-plugin&version=brazil&pubname=brazil-source-to-pay-operations&ft:locale=en-US) for complete details about the plugin and ServiceNow AI Platform explicit roles.  
After upgrading to Brazil, 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 Brazil.  
Note:  
Refer to [Explicit Roles](https://www.servicenow.com/docs/access?context=explicit-roles&version=brazil&pubname=brazil-platform-security&ft:locale=en-US) for complete details about this process.