Configuring Investigative Case Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Install the Investigative Case Management application, which enables investigators and supervisors to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations.

    As a user with the admin role, complete the following configuration tasks to set up Investigative Case Management, after you install the Public Sector Digital Services Core application.

    Table 1. Configuration tasks for Investigative Case Management
    Task Description
    Install Investigative Case Management Install Investigative Case Management (sn_gsm_icm) from the ServiceNow® Store.
    Assign user personas, roles, groups, and responsibilities Assign user persona roles and groups in Investigative Case Management, as well as gain an understanding of user configurations at the case level, such as case teams and responsibilities.
    Create a case team for an investigative case Create a case team to organize a team and delegate access to users at the case level.
    Configure the investigative case narrative refinement skill Configure the Now Assist for PSDS case narrative refinement generative AI skill that can be used in the Investigative Case Management workspace.
    Configure the investigative case summarization skill Configure the Now Assist for PSDS case summarization generative AI skill that can be used in the Investigative Case Management workspace.
    Configure relationship types for an evidence record Add or remove the relationship types used to classify the relationship between a piece of evidence and another entity related to the case.
    Configure entity types Configure the entity types that are displayed in the Entity Management tab.
    Configure terms and conditions for an ICM chain of custody log Configure the terms and conditions that are displayed at signature when submitting a chain of custody log entry.
    Create a test investigative case Verify that the newly-configured ICM workspace is working as expected by creating a test investigative case and adding personas and details.

    Key capabilities that support the Investigative Case Management Workflows

    The main ServiceNow capabilities that are leveraged to support the Investigative Case Management workflows are:
    • Now Assist for Public Sector Digital Services (PSDS)
    • CSM Configurable Workspace: Provides a process platform for investigators to capture key details and complete key processes.​