---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Investigative Case Management

# Configuring Investigative Case Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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](https://www.servicenow.com/docs/pNSNfJQX7xHgu4vpk5zTDw "You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.") application.  
{#psds-config-investigative-case-management__table_cmk_mdm_fwb__entry__2}

| Task | Description |
|-|-|
| [Install Investigative Case Management](https://www.servicenow.com/docs/AO~h8P6iGW03AgwIwyjUbg "You can install the Investigative Case Management application (com.sn_gsm_icm) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.") | Install Investigative Case Management (sn_gsm_icm) from the ServiceNow® Store. |
| [Assign user personas, roles, groups, and responsibilities](https://www.servicenow.com/docs/TzNYJpKl_Df~nU5PZHCKIA "By default, Investigative Case Management comes with roles, personas, and responsibilities that can be assigned to existing users on the platform.") | 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](https://www.servicenow.com/docs/9LmT6~h6n05AgJEPtE1PwQ "You can add existing users within your investigative organization to the case and assign them a responsibility. Responsibilities determine a users relationship to the case, at the case level.") | Create a case team to organize a team and delegate access to users at the case level. |
| [Configure the investigative case narrative refinement skill](https://www.servicenow.com/docs/0ffBsMTvOwyDAgDbiI7A6g "Activate and customize the Investigative case narrative refinement skill in the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace.") | Configure the ServiceNow Otto for PSDS case narrative refinement generative AI skill that can be used in the Investigative Case Management workspace. |
| [Configure the investigative case summarization skill](https://www.servicenow.com/docs/13n5C_RnrWmDGrt543i56w "Activate and customize the Investigative case summarization skill in the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace and in Public Sector Digital Services Core UI.") | Configure the ServiceNow Otto for PSDS case summarization generative AI skill that can be used in the Investigative Case Management workspace. |
| [Configure relationship types for an evidence record](https://www.servicenow.com/docs/pgolqvi5JMQTpQUNeJJkjQ "As an admin, you can add or remove the relationship types used to classify the relationship between a piece of evidence and another entity related to the case.") | 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](https://www.servicenow.com/docs/q9kCqshEUqTIyOR7b~dJNQ "Configure the entity type tabs that are displayed in the Entity Management workspace. After you create or modify an entity type, investigators and supervisors can select and add the required entity type through the case form.") | Configure the entity types that are displayed in the Entity Management tab. |
| [Configure terms and conditions for an ICM chain of custody log](https://www.servicenow.com/docs/leWHT7DdKjxS3RpJMiYEIg "Configure the terms and conditions that are displayed when investigators are asked to provide a signature before submitting a chain of custody log entry.") | Configure the terms and conditions that are displayed at signature when submitting a chain of custody log entry. |
| [Create a test investigative case](https://www.servicenow.com/docs/JDxJid9qXZ~NAOufd76J7Q "As an investigator or supervisory agent, you can use the Investigative Case Management application to keep track of case tasks, assets, entities, and all shared information relating to a case. You can work on cases collaboratively with other investigators and managers, and use generative AI skills to summarize cases and case narratives.") | Verify that the newly-configured ICM workspace is working as expected by creating a test investigative case and adding personas and details. |
[Table 1. Configuration tasks for Investigative Case Management]

{#psds-config-investigative-case-management__table_cmk_mdm_fwb}

## Key capabilities that support the Investigative Case Management Workflows {#psds-config-investigative-case-management__section_fr4_rdy_dfc}

The main ServiceNow capabilities that are leveraged to support the Investigative Case Management workflows are:

* ServiceNow Otto for Public Sector Digital Services (PSDS)
* CSM Configurable Workspace: Provides a process platform for investigators to capture key details and complete key processes.
{#psds-config-investigative-case-management__ul_f1s_k15_yxb}