---
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


---

# Update a Remote Hands Request

# Update a Remote Hands Request {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Update a Remote Hands requests within the CSM/FSM Configurable Workspace.

## Before you begin

Plugins: Activate the following plugins before you use the Remote Hands Request Management feature.

* Customer service install base management (sn_install_base)
* Customer service with request management (sn_cs_sm_request)
* Remote Hands Request Management (sn_remote_hands)
{#update-a-remote-hands-request__ul_wqy_s3n_h3c}

Role required: Remote hands agent (sn_remote_hands_agent)

## About this task

The following procedure enables Remote Hands Agents to review the submitted case, update the case record, view case summarization, and more from the CSM/FSM Configurable Workspace.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace..
2. Select the list icon (![List icon]()).
3. Select the Remote Hands Cases.
4. Select from the options displayed:  
   * My Cases: View all your 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
   {#update-a-remote-hands-request__ul_kvg_fbl_h3c}
5. Select a case record to open and review the case details.  
   The case record fields are automatically populated with values submitted by the customers through the Remote Hands request form in the Customer Service Management (CSM) portal.
6. Select Summarize

*[\>]: and then