Remote Hands Request Management
Summarize
Summary of Remote Hands Request Management
Remote Hands Request Management in ServiceNow Zurich Release enables your customers to request and track services for their equipment housed in your datacenters through the Customer Service Management (CSM) portal. This feature eliminates the need for phone calls, emails, or onsite visits by allowing customers to submit service requests digitally. It is implemented as a reusable plugin that connects customers with onsite agents who handle these remote hands requests efficiently.
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Key Features
- Customer Request Submission: Customers can submit requests such as Power Usage Enquiry, Equipment Installation, Equipment Restart, or Other Remote Hands via the CSM portal. The "Other Remote Hands" option allows customers to specify services not listed.
- Case Management: Requests are captured in the Remote Hands Case table (snremotehandscase), which extends the standard Customer Service Case table and automatically creates case records upon submission.
- Agent Interface: Remote Hands Agents review and update cases using the CSM/FSM Configurable Workspace, with views like My Cases, My Open, and All to manage assigned and system-wide cases.
- Role-Based Access:
- Remote Hands Agent: Create, read, and write access to Remote Hands cases for managing requests.
- Remote Hands User: Read-only access to view cases.
- DCIM User: Intended for customers to submit and review requests; inherits Remote Hands User and Customer Service roles.
- Data Mapping and Updates: Form data from the CSM portal is mapped to case fields, allowing agents to add work notes, update status, and close requests.
- Case Archival Policy: Remote Hands cases older than two years are archived automatically to maintain system performance. This policy is configurable via Archive Rules in the CSM/FSM workspace.
Key Outcomes
By implementing Remote Hands Request Management, ServiceNow customers can streamline datacenter equipment service requests, improve communication efficiency, and provide transparent tracking for their customers. The role-based access ensures appropriate permissions for agents and customers, while the archival policy maintains system performance by managing case data lifecycle.
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 a generic, reusable 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.
- Power Usage Enquiry
- Equipment Installation
- Equipment Restart
- Other Remote Hands
Remote Hands Request Management Case Creation
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
| 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. |
Accessing Remote Hands Request Management Interfaces
DCIM Users submit their Remote Hands in the Customer Service Management portal (CSM). To learn more, see Submit a Remote Hands Request.
The Remote Hands Agent can review the submitted remote hands request, by navigating to: CSM/FSM Configurable Workspace > Select list icon (
> Remote Hands Cases
- 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.
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.
Remote Hands Case Archival Policy
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 to access Remote Hands Case Archival Policy.
To learn more about the required plugin for Remote Hands Request Management, see Remote Hands Request