PSDS Investigative Case Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of PSDS Investigative Case Management release notes

    The PSDS Investigative Case Management (ICM) application is an AI-first platform tailored for government agencies to manage fraud, waste, and abuse investigations. It modernizes investigative operations by replacing paper and spreadsheet workflows with a unified digital system. The application includes a government-optimized data model, comprehensive evidence management, and AI agents to accelerate case resolution, ensure compliance, and scale investigative capacity efficiently.

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    Key Features

    • Primary Supervisory Agent Role: Introduced in version 1.1.0, this role allows agencies to assign a single individual responsible for case oversight, approvals, and review, distinct from the general Supervisory Agent role. The system enforces one Primary Supervisory Agent per case and integrates role assignments seamlessly within the Teams tab.
    • AI Native Development Enhancements: Version 1.2.1 includes foundational updates to support upcoming AI-driven case creation workflows, improving automation and intelligence in case management.
    • Improved Security Controls: Strengthened access controls ensure only users with appropriate ICM roles can view investigative case records, preventing unauthorized data access.
    • Usability Improvements: Fixed the "Add Case" button on entity records to properly open the case-linking modal and added informative empty-state messages for evidence lists when no items are present.
    • Technical Upgrades: Upgraded the underlying Java runtime from version 17.0 to 21.0, enhancing performance, security, and long-term support.
    • Data Integrity Fixes: Corrected location-to-case linking business rule errors to ensure reliable script execution and proper cache clearing.

    Key Outcomes for ServiceNow Customers

    • Accelerated case intake with reduced administrative overhead through AI-driven workflows and streamlined role management.
    • Enhanced investigative quality and compliance by enforcing strict access controls and comprehensive evidence management features.
    • Improved usability and system reliability with fixed interface functions and technical upgrades, ensuring smooth investigative processes.
    • Future-proofed case management capabilities with foundational support for AI enhancements and long-term platform support.

    Version history for the ServiceNow® PSDS Investigative Case Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 1.2.1 - June 2026
    Enhancements & foundational updates for AI Native development and upcoming features.
    Version 1.1.0 - May 2026
    • What's New:
      • Primary Supervisory Agent Assignment
        • Cases now support a dedicated Primary Supervisory Agent role, distinct from the existing Supervisory Agent role. This enables agencies to clearly identify the single person responsible for case-level oversight, approvals, and review.
        • Key behaviors:
          • A new "Primary Supervisory Agent" role is available on the case Teams tab.
          • Assigning a user in the Supervisory Agent field on the case automatically adds them to the Teams tab with the Primary Supervisory Agent role — and vice versa.
          • The system enforces a single Primary Supervisory Agent per case.
          • This foundation supports upcoming Now Assist AI-driven case creation workflows.
      • Java Runtime Upgrade: The underlying Java runtime has been upgraded from 17.0 to 21.0, bringing improved performance, security patches, and long-term support alignment.
      • Security: Case record access control hardened — Resolved an issue where users without any ICM role could read investigative case records through an inherited platform ACL. A dedicated access control rule now ensures that only users with appropriate ICM roles can view case data.(Moderate)
      • Usability:
        • "Add Case" button on entity records restored — The "Add Case" action on entity record pages (Person, Location, Vehicle, etc.) was not opening the case-linking modal. This has been corrected and the button functions as expected.(Low)
        • Evidence list empty state added — The Evidence list on case records and the main Evidence list view now display a proper empty-state message when no evidence items exist, instead of showing a blank area.(Low)
      • Data Integrity
        • Location-to-case linking errors resolved — A business rule that runs when linking a location to a case contained incorrect field references, causing script errors and preventing the intended cache-clearing side effect. Field references have been corrected and the rule now executes cleanly.(Low)
    Version 1.0.2 - April 2026
    Enhancements and fixes only. No new features added.
    Version 1.0.1 - March 2026
    • Investigative Case Management (ICM) is the AI-first platform for government fraud, waste, and abuse investigations, designed to modernize investigative operations, accelerate case resolution, and ensure regulatory compliance.
    • Purpose-built foundation of data models, workflows, and AI agents transforms paper-based and spreadsheet-driven processes into unified digital operations. ICM provides a standard architecture for managing complex investigations with a government-optimized data model supporting diverse investigation types and comprehensive evidence management.
    • With ICM, investigative agencies can:
      • Accelerate case intake and reduce administrative burden
      • Improve investigative quality through comprehensive evidence management
      • Ensure compliance with regulatory requirements and audit standards
      • Scale investigative capacity without proportional headcount increases