Investigative Case Management Personas

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 4 min. de leitura

    • Understand the key personas involved in Investigative Case Management and their responsibilities in supporting investigations and operations.

    Understanding Investigative Case Management personas

    Investigative Case Management supports collaboration between multiple personas, each playing a distinct role in managing, delivering, and consuming services. Understanding these roles helps administrators assign the right access, responsibilities, and tools within the framework.

    Investigative Case Management (ICM) supports access based on predefined personas that reflect the type of work users perform within an organization. These personas can be assigned and tailored to match your organization’s needs. A persona role may contain several roles within. The roles within are automatically added to the user when the persona role is added.

    For example, a user might act as an Investigator at one branch and a Supervisory Agent at another. ICM models this flexibility through:
    Personas and Roles
    Defined at the user level.
    Responsibilities
    Defined according to each case, at the case level.
    The combination of user roles and responsibilities determines what a user can do within each organization. For information on configuring role responsibilities, see Configuring Investigative Case Management role responsibilities.

    Investigative Case Management user personas

    A persona role is pre-configured role in the application that is made up of multiple granular roles, and are designed to correspond to common job titles for members of an organization. Each persona role represents a different way a user interacts with an organization . The following table contains the persona roles included with the Investigative Case Management, and a description of each persona as it may pertain to a investigative organization. For more information on the roles installed with Investigative Case Management, including the roles contained in each persona, see Investigative Case Management roles.

    Tabela 1. Investigative Case Management user personas
    Persona Description Organization Example
    Admin An administrator is a certified ServiceNow system administrator of the organization. An administrator doesn't use the application directly, but supports configuration of the organization, hierarchy management, and assignment of member roles and responsibilities, including related-party configurations, as well as user and data management. -
    Investigator An investigator works within an investigative organization to create cases, create reports, set the narrative, and create all the entities and evidence records within the case. A user or group with this role can create and work on investigative cases, and can also view any cases created by other investigators for their organization. If any are assigned to them, they may work on them. A detective (or group of detectives) at an investigative organization may submit a case regarding a stolen laptop. They are able to work on the case they submitted, as well as view other cases submitted by other detectives within the organization and link other cases to theirs.
    Supervisory Agent A supervisory agent functions similar to a manager, approves case to see if it will proceed. Super user of investigator. Needs to approve cases before they can be worked on. A supervisory agent focuses on Their role is similar to an investigator, but their role is to manage more than one user and their cases. more centered on high level. They have access to read/write all cases for users in their assignment group. For more information on how to create an assignment group, see Assign user personas, roles, groups, and responsibilities in Investigative Case Management. An investigator creates a case draft and adds the entities and support information. A supervisory agent has a checkpoint to make sure all information is correct and logged, and if it can proceed to be worked on. These agents primarily review cases rather submitting them.
    Special Agent in Charge The Special Agent in Charge functions as a director, focusing on the high level, overseeing the department and managing all cases created within their organization. This role allows them to create and fulfill all cases submitted in the organization. Classified evidence The head detective at an investigative organization
    Expert Analyst The Expert Analyst is a specialist that helps out with the case. Similar to an investigative contributor, the expert analyst may be brought in for their expertise on a subject. This role allows them to work on any part of the case if they are assigned a case task, as well as add or edit evidence and entity records. A detective may be brought in from another department and added to the team as an expert analyst.This role is brought in
    Investigative Contributor (Team member) The Investigative Contributor. This role functions similar to an investigator, but has less access to work on the case. They can view and edit cases to which they have a task assigned to them, and can only view and edit they are added as a team member to. They can view but not add or edit entity or evidence records. An investigator may be brought in from another department soley to contribute information to the case or complete case tasks. These agents primarily view cases and contribute information related to the case, rather than being assigned to create or work on an entire case. These team members are organization contributors.
    Task Agent The Task Agent is assigned to a case task of the case. They can complete case tasks, and view the details of cases for which they have tasks assigned to them. At the investigative organization, a desk agent primarily handles administrative work, such as completing case tasks. These team members are organization contributors, and mainly view case information pertaining only to that case task.