Remote Hands Request Management
Summarize
Summary of Remote Hands Request Management
Remote Hands Request Management is a ServiceNow plugin designed to streamline how customers request and track services for their equipment located in datacenters. By integrating with the Customer Service Management (CSM) portal, it eliminates the need for traditional communication methods like phone calls, emails, or site visits. Customers can directly submit and monitor their service requests, which are handled by onsite agents through a centralized system.
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Key Features
- Customer Service Requests: Customers can request various services via the CSM portal, including power usage inquiries, equipment installation, equipment restarts, and other remote hands services. If a request does not fit predefined categories, the “Other Remote Hands” option allows customers to specify their needs.
- Case Management: Submitted requests generate records in the Remote Hands Case table (snremotehandscase), which extends from the Customer Service Case table, leveraging existing case management functionality.
- Agent Workspace: Remote Hands Agents access and manage requests through the CSM/FSM Configurable Workspace, where they can review, update case details, add customer-visible work notes, change case states, and close cases.
- Role-Based Access: Specific roles govern access and permissions:
- Remote Hands Agent: Create, read, and update Remote Hands cases.
- Remote Hands User: Read-only access to Remote Hands cases.
- DCIM User: For customers to submit and review requests via the CSM portal; inherits Remote Hands User and Customer Service roles.
- Archival Policy: To maintain system performance, Remote Hands cases are archived after two years regardless of status. This policy is configurable via the archive rules in the CSM/FSM Configurable Workspace.
Practical Benefits for ServiceNow Customers
By implementing Remote Hands Request Management, ServiceNow customers gain a streamlined, digital method for managing datacenter service requests. This reduces manual communication overhead, improves tracking transparency, and enables onsite agents to efficiently respond to and resolve requests. The use of role-based permissions ensures appropriate access control, while archival policies help maintain platform performance over time.
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.
- 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