Walk-up Experience portal security and access

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Walk-up Experience Portal Security and Access

    The Walk-up Experience portal incorporates built-in security to restrict elevated privileges for end-users accessing the on-site portal. Access is managed through accounts with thesnwalkup.walkuploginrole.

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    Key Features

    • The Explicit Role (com.glide.explicitroles) plugin is essential for assigning users to security roles: sncinternal or sncexternal. This plugin is mandatory for new installations as of the Paris release.
    • For new installations, users are automatically assigned the proper roles during setup, ensuring they are recognized as sncexternal.
    • Internal and external users can access the portal via devices like tablets for queue entry, while authenticated internal users can also check in using desktop or mobile devices.

    Key Outcomes

    When upgrading Walk-up Experience to the Australia release, users may initially be assigned the sncinternal role. It is important to remove this role post-upgrade and assign the sncexternal role to ensure proper access rights. This adjustment is not required for upgrades occurring after the Australia release.

    For comprehensive guidance on the Explicit Roles plugin and related processes, refer to the relevant documentation.

    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.