---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# ICM case creation workflow

# ICM case creation workflow {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Use the Help manage public information requests agentic workflow to generate an estimated fee breakdown for an information request case, or to determine whether a fee waiver should be granted.
You can use the Help manage public information requests agentic workflow to:

* Drafts a clear case narrative
* Fills in case details and links related records
* Surfaces similar cases for context
* Recommends the right team
{#icm-case-creation-workflow__ul_s1p_z13_bfc}This feature will estimate fees for information request cases by comparing similar case records and creating the estimate on those records, and calculating an estimate based on labor variables entered by the user. It then compares the requester's fee waiver justification against predefined criteria to recommend whether a fee waiver applies to the case.

## AI agents used in the Help manage public information requests workflow {#icm-case-creation-workflow__section_ktq_knr_nfc}

The AI agents used for the Help manage public information requests agentic workflow are as follows:
{#icm-case-creation-workflow__table_cbn_x3t_w2c__entry__2}

| AI Agent name | Description |
|-|-|
| Case narrative document extraction AI agent​ | Analyzes uploaded documents to generate an initial draft of the case narrative.​ |
| Case narrative voice input AI agent​ | Analyze and validate the fee waiver justification for an information request case record against a set of predefined rules from an external source and explain whether the request should be approved or rejected. |
| Case narrative refinement AI agent​ | Allows investigators to edit, adjust tone, and regenerate narrative content for clarity and completeness. |
| Investigative case smart import AI agent​ | Extracts data from documents to populate case fields and create related records such as people, locations, vehicles, etc. |
| Investigative case matching AI agent​ | Identifies prior cases with similar narratives or entities to aid in context and connections. |
| Entity matching AI agent​ | Detects and links related entities (people, property, etc.) across the system for stronger case relationships and prevent duplicates. |
| Investigative team formation AI agent​ | Recommends team members based on case details, skill sets, and availability. |
[Tabela 1. Help manage public information requests workflow]

{#icm-case-creation-workflow__table_cbn_x3t_w2c} To use the Help manage public information requests agentic workflow, you must confirm or perform the following:

1. The Now Assist for Public Sector Digital Services (PSDS) plugin (sn_psds_gen_ai) plugin is installed and configured.
2. Navigate to AllNow Assist adminSkillsPSDS. On the Now Assist Experience tab, verify the Now Assist panel for users is turned on.

{#icm-case-creation-workflow__now-assist-itsm-wrap-up-resolve-incident-aw_ol_jfn_ybv_jgc}

For more information, see [Configure Now Assist for Public Sector Digital Services (PSDS)](https://servicenow-prod.fluidtopics.net/7SoEMj9MH6IC3CB3u1~xlQ "If you have the admin role, you can configure the Now Assist for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in CSM Configurable Workspace and in Core UI.").

To access the Help manage public information requests agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Help manage public information requests.

{#icm-case-creation-workflow__create-actions-safety-incidents_ol_qgf_23t_w2c}

To modify the agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) by selecting the duplicate (![Duplicate icon]()) icon, and adjust the settings according to your requirements. You can activate the duplicated agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel.  
Importante:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Roles required to activate and access the workflow {#icm-case-creation-workflow__section_tm2_3xr_dfc}

The roles required to activate and access the workflow are as follows:
{#icm-case-creation-workflow__table_cnc_nyr_dfc__entry__2}

| Roles | Responsibilities |
|-|-|
| PSDS AI admin \[sn_gsm_ai_agents.admin\] | * Configure the agentic workflow. * Change AI settings. * Create and manage new workflows and AI agents. * Access and update Autonomous AI Assistant tables. {#icm-case-creation-workflow__ul_isz_ryr_dfc} |
| PSDS AI agent \[sn_aia_agent\] | Read, create, update, and delete records in the AI agent table. |
| PSDS Information Request Manager \[sn_gsm_info_req.manager\] | Receive output from the AI agents. |
[Tabela 2. Roles and responsibilities]

{#icm-case-creation-workflow__table_cnc_nyr_dfc}

## Activating the agentic workflow {#icm-case-creation-workflow__section_fzd_cf4_cfc}

To activate the agentic workflow, perform the following steps:

1. Navigate to agentic workflow Help manage public information requests and duplicate it. It duplicates any triggers associated with that agentic workflow.
2. Navigate to the duplicated workflow and activate the trigger Information Request Fee Estimation and Review is created or updated.
{#icm-case-creation-workflow__ol_tzg_hf4_cfc}