---
sourceDocument: Australia Telecommunications Network Inventory
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-network-inventory

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications Network Inventory

ft:clusterId :

    - telninv

bundleId :

    - telninv

workflow :

    - Customer and Industry


---

# Remote Hands Request Management

# Remote Hands Request Management {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Remote Hands Request Management

Remote Hands Request Management is a ServiceNow plugin designed to enable customers to request and track services for their equipment located in datacenters.
It integrates with the ServiceNow Customer Service Management (CSM) portal, allowing customers to submit requests without needing phone calls, emails, or physical visits.
This capability streamlines communication between customers and onsite agents who handle these remote hands requests.
Show full answer Show less  

## Key Features

* **Request Types:** Customers can submit requests for power usage inquiries, equipment installation, equipment restarts, or other custom remote hands services via the CSM portal.
* **Case Management:** Requests are stored in the Remote Hands Case table (snremotehandscase), which extends the standard Customer Service Case table to inherit its functionality.
* **Role-Based Access:**
  * **Remote Hands Agent:** Can create, read, and update Remote Hands cases using the CSM/FSM Configurable Workspace.
  * **Remote Hands User:** Has read-only access to Remote Hands cases.
  * **DCIM User:** Intended for customers to submit and review requests, with inherited permissions from Remote Hands User and Customer Service roles.
* **Agent Interface:** Agents manage cases in the CSM/FSM Configurable Workspace, with views such as My Cases, My Open, and All Remote Hands Cases. Agents can update case details, add work notes visible to customers, and close cases.
* **Case Archival:** Cases older than two years are automatically archived to optimize system performance, with configurable archive rules accessible via the Configurable Workspace.
* **ServiceNow Otto Integration:** Remote Hands Request Summarization provides agents with an AI-generated contextual summary of a case, including case metadata, details, and insights from similar historical cases to support faster resolution.

## Practical Benefits for ServiceNow Customers

* Streamlines remote service requests by consolidating all interactions within the CSM portal.
* Improves communication and transparency between customers and onsite agents through real-time case updates and work notes.
* Enhances case handling efficiency with role-specific access and workspace views tailored to agents and customers.
* Supports proactive case management by leveraging AI-driven case summarization to provide relevant historical context.
* Maintains system performance with automated archival of aged cases, ensuring a responsive user experience.

Overall, Remote Hands Request Management empowers ServiceNow customers to efficiently manage datacenter equipment service requests digitally, reducing operational overhead and improving service delivery.  
Remote Hands enables your customers to request services for their equipment housed in your datacenters. Your customers can seamlessly submit and track service requests on the Customer Service Management , eliminating the need for phone calls, emails, or site visits.

Remote Hands Request Management is an independent plugin. It enables customers to request services for equipment in your datacenters by connecting them with onsite agents who handle remote hands requests. Customers can submit and
track their service requests directly through the ServiceNow Customer Service Management (CSM) portal. This removes the need for phone calls, emails, or site visits.  
The following are the tasks that your customers can request via the Customer Service Management portal:

1. Power Usage Enquiry
2. Equipment Installation
3. Equipment Restart
4. Other Remote Hands

{#remote-hands-request-management__ol_vvp_kpc_k3c}If their request doesn't fall under the listed options, users can select the Other Remote Hands option and describe the requested service in the Additional Information section. Remote Hands Agents handling requests at your site can review submitted requests and update the corresponding case records directly from the CSM/FSM Configurable Workspace.

## Remote Hands Request Management Case Creation {#remote-hands-request-management__section_dbx_cfj_h3c}

Remote Hands Request Management is implemented using the Remote Hands Case table
(sn_remote_hands_case). This case table stores customer service requests related to remote hands activities. When a customer submits a Remote Hands request through the Customer Service Management (CSM) portal, the form data
is captured and mapped to the corresponding fields in the Remote Hands Case table (sn_remote_hands_case). On submission, a Remote Hands Case record is automatically created in the system.

The Remote Hand Case table (sn_remote_hands_case) extends from the Customer Service Case table (sn_customerservice_case) in the Customer Service Management portal (CSM). By extending the base table, it inherits the standard
fields and functionality of the Case table (sn_customerservice_case) table.

## Remote Hands Request Management Roles {#remote-hands-request-management__section_px1_jgj_h3c}

|-|-|-|
| Role | Permissions | Description |
| Remote Hands Agent (sn_remote_hands.agent) | Grants Create, Read, and Write access to records in the Remote Hands Case table. | Remote Hands Agents can review submitted requests and update the corresponding case records from the CSM/FSM Configurable Workspace. |
| Remote Hands User (sn_remote_hands.user) | Grants Read-only access to records in the Remote Hands Case table. | Remote Hands User can view the records in the Remote Hands Case table. |
| DCIM User (sn_ni_core_dcim_user): | Grants access to submit and review the submitted Remote Hands Request in the CSM portal. | The DCIM User role is intended for your customers. This role inherits the Remote Hands User (sn_remote_hands.user) and (sn_customerservice.customer) role. Users assigned to this role can submit Remote Hands requests using the Remote Hands request form available in the Customer Service Management (CSM) portal. |
[ ]

{#remote-hands-request-management__id_khk_fy1_k3c}

## Accessing Remote Hands Request Management Interfaces {#remote-hands-request-management__section_ipk_1bb_k3c}

DCIM Users submit their Remote Hands in the Customer Service Management portal (CSM). To learn more, see [Submit a Remote Hands Request](https://www.servicenow.com/docs/_5tiNPlxFPiE49W5iy_f~g "Submit a Remote Hands Request. Create a case record and see how customers track status and updates.").

The Remote Hands Agent can review the submitted remote hands request, by navigating to: CSM/FSM Configurable WorkspaceSelect list icon (![list icon]()Remote Hands Cases  
The following sections are made available:

* My Cases: View all Remote Hands cases assigned to you.
* My Open: Active cases with open status assigned to the logged in agent working on the case is displayed.
* All: View all Remote Hands cases in the system.

{#remote-hands-request-management__ul_kvg_fbl_h3c}

On opening a Remote Hands Case record, the fields mapped from the Remote Hands request form in the CSM portal are displayed in the case record. The Remote Hands Agent can further modify case fields. Add Work Notes for
customers to view, update state, and close the case. To learn more, see [Update a Remote Hands Request](https://www.servicenow.com/docs/EM~pY8CYf3zOSlKll5M43A "Update a Remote Hands requests within the CSM/FSM Configurable Workspace.").

## Remote Hands Case Archival Policy {#remote-hands-request-management__section_kkw_vqj_h3c}

Remote Hands cases that were created two years ago are archived, regardless of whether the case is active or closed. This archival policy helps prevent performance degradation by reducing the number of active records in the
system. The archive rule is condition-based and can be modified.

Navigate to CSM/FSM Configurable workspaceAllArchive Rules to access Remote Hands Case Archival Policy.

## ServiceNow Otto in Remote Hands Request management application {#remote-hands-request-management__section_tcf_bf2_k3c}

Remote Hands Request Summarization is an ServiceNow Otto capability that provides a contextual overview of a Remote Hands case. It combines current case data with insights from similar historical cases. Users with the Remote Hands Agent role can
generate a summarized view of a Remote Hands case. Select the Summarize option from either the Remote Hands Case table or the CSM/FSM Configurable Workspace.

The comprehensive summary includes the following sections:  
* Case Overview: The Case Overview section displays the key metadata retrieved from the Remote Hands Case table, including Case Category, Priority, Channel, and State.
* Case Details: The Case Details section displays the Short Description and Description fields from the Remote Hands case record, providing detailed context about the current request
* Related Case Summary: The Related Case Summary section is generated based on similar cases existing in the Remote Hands Case table.
* Case Reference: The Case Reference lists up to five similar cases found by the system
* Case Issue: The Case Issue displays the Short Description of the related case
* Case Resolution: The Case Resolution displays the Resolution Notes recorded in the related case
{#remote-hands-request-management__ul_azf_x52_k3c}

To learn more about the required plugin for Remote Hands Request Management, see [Remote Hands Request](https://www.servicenow.com/docs/eB_SzMyawqgOBUpiJDw40A "Use Remote Hands Request Management to enables customers to request services for equipment housed in your datacenter by connecting them directly with your onsite agents handling the remote hands requests.")

*[\>]: and then