---
sourceDocument: Australia Telecommunications Network Inventory
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/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


---

# ServiceNow Otto in Remote Hands Request Management application

# ServiceNow Otto in Remote Hands Request Management application {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Remote Hands Request Summarization is an ServiceNow Otto capability that provides a contextual overview of a Remote Hands case

## ServiceNow Otto in Remote Hands Request management application {#servicenow-otto-in-remote-hands-request-management-application__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
{#servicenow-otto-in-remote-hands-request-management-application__ul_azf_x52_k3c}