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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications Network Inventory

ft:clusterId :

    - telninv

bundleId :

    - telninv

workflow :

    - Customer and Industry


---

# Remote Hands Request Management

# Remote Hands Request Management {#ariaid-title1}

Release version: Brazil  
Updated October 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 that enables your customers to request and track services for their equipment located in your datacenters directly through the Customer Service Management (CSM) portal.
This eliminates the need for phone calls, emails, or physical site visits by connecting customers with onsite agents who handle remote hands requests.
Show full answer Show less  
Customers can submit service requests such as power usage enquiries, equipment installation, equipment restarts, or other remote hands services by filling out a form on the CSM portal. Requests not fitting predefined categories can be described under "Other Remote Hands" with additional information.

## Key Features

* **Remote Hands Case Table:** Requests are captured and stored in the Remote Hands Case table (*snremotehandscase*), which extends the Customer Service Case table, inheriting its standard fields and functionality.
* **Role-Based Access:**
  * **Remote Hands Agent:** Can create, read, and update Remote Hands cases via the CSM/FSM Configurable Workspace.
  * **Remote Hands User:** Read-only access to Remote Hands cases.
  * **DCIM User:** Intended for customers to submit and review Remote Hands requests on the CSM portal, inheriting Remote Hands User and Customer Service roles.
* **Agent Workspace:** Remote Hands Agents review and manage cases in the CSM/FSM Configurable Workspace, with views such as My Cases, My Open, and All cases. Agents can update case details, add work notes for customers, change case status, and close cases.
* **Case Archival Policy:** Remote Hands cases older than two years are automatically archived to maintain system performance. This policy is configurable via Archive Rules in the CSM/FSM workspace.

## Practical Benefits for ServiceNow Customers

* Streamlines remote service requests for datacenter equipment, enhancing customer convenience and operational efficiency.
* Provides a centralized, transparent system for submitting, tracking, and managing Remote Hands requests without reliance on manual communication channels.
* Enables onsite agents to efficiently manage and update requests, improving response times and service quality.
* Maintains system performance by automatically archiving aged cases, ensuring a responsive service environment.  
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. It is then 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/t2PqJdXv92FS3bBAQRwyWg "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 (![Lists 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/i53sKyCqiBI3SfS1TduO1Q "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.

To learn more about the required plugin for Remote Hands Request Management, see [Remote Hands Request](https://www.servicenow.com/docs/aUxkSQnTBnGpouN0E6aHCQ "Use Remote Hands Request Management to enable customers to request services for equipment housed in your datacenter. It connects them directly with your onsite agents handling the remote hands requests.")

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