How to restrict the count values and restricted message in Data table widget

[AlwinJebakY]

In the CSM Portal, users are seeing an unexpected "Restricted" message along with an incorrect row count — for example, a user with access to 3 records sees 1 record on the first page and 2 on the second, instead of all 3 on one page. Is there any OOB functionality to fix the pagination and hide the "Restricted" message so users get a clean, accurate view of their accessible records?

#CSMPortal  #Widgets #ServicePortal #CSM 

[vaishali231]

hey @AlwinJebakY 

Yes. The key point is that this is usually not a pagination configuration issue. The pagination is based on the records returned by the underlying query, while CSM security/access filtering can affect which records the user can actually see.

Recommended approach

I would check the following:

1. Impersonate the affected customer/contact and confirm which records are actually accessible.
2. Identify whether the page is using the OOB CSM list/Data Table widget or a customized widget.
3. Check the ACLs and CSM customer access configuration for the underlying table.
4. Verify whether the query is returning records that are subsequently being restricted. If so, the pagination count can be calculated against the larger result set, which explains why 3 accessible records may appear across multiple pages.
5. If this is a custom widget, make sure the access/security filtering is applied before calculating the total record count.

For the “Restricted” message, I would not recommend hiding it with CSS as the first solution. That would only hide the symptom while the pagination/count would still be incorrect.

Ideally, the data source should return only the records the customer is authorized to see. Then the standard pagination should calculate the count from that filtered result set — e.g. 3 accessible records → 1 page → 1–3 of 3.

If this is the OOB CSM Service Portal, there isn't a simple system property that globally disables the Restricted message and forces pagination to recalculate based on the visible records. The first step is therefore to identify which widget/component is generating the list and where the security filtering is being applied.

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Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb