PSDS Investigative Case Management release notes
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Summary of PSDS Investigative Case Management release notes
PSDS Investigative Case Management (ICM) is an AI-first platform designed for government agencies to modernize fraud, waste, and abuse investigations. It streamlines investigative operations by replacing manual, paper-based, and spreadsheet processes with a unified digital solution. The application provides a government-optimized data model, comprehensive evidence management, and AI-driven workflows to accelerate case resolution, ensure regulatory 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 designate a single person responsible for case oversight, approvals, and review, differentiated from the general Supervisory Agent role. The system enforces only one Primary Supervisory Agent per case and integrates role assignments on the Teams tab for clarity and control.
- AI Native Development Enhancements: Version 1.2.1 includes foundational updates to support upcoming AI-driven case creation and other AI capabilities within the platform.
- Evidence Management Improvements: Added empty-state messaging in evidence lists for better usability and corrected issues with linking locations to cases to ensure data integrity.
- Security Enhancements: Strengthened access controls to restrict investigative case record visibility strictly to authorized users with ICM roles, resolving prior access vulnerabilities.
- Usability Fixes: Restored the "Add Case" button functionality on entity records to open case-linking modals as expected.
- Technical Updates: Upgraded the underlying Java runtime from version 17.0 to 21.0 to improve performance, security, and long-term support.
Key Outcomes for ServiceNow Customers
- Accelerated case intake processes and reduced administrative burdens through streamlined digital workflows and AI support.
- Improved investigative quality and compliance by leveraging a standardized architecture and robust evidence management tools.
- Enhanced security and data integrity safeguards to protect sensitive case information and meet audit requirements.
- Greater operational transparency and accountability with clearly defined supervisory roles in case management.
- Future-ready platform capabilities enabled by AI-native enhancements to support evolving investigative needs.
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
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- 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)
- Primary Supervisory Agent Assignment
- What's New:
- Version 1.0.2 - April 2026
- Enhancements and fixes only. No new features added.
- Version 1.0.1 - March 2026
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- 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