0
2.7.0
Australia Patch 3, Australia Patch 1, Zurich Patch 10, Zurich Patch 7
Standalone Application
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
Investigative Foundation
- Purpose-built data model investigations
- Security framework for sensitive case data
- Compliance-ready audit trails
Entity Management
- Track entities for persons, property, vehicles, organizations, locations, etc.
- Relationship mapping and link analysis
- Cross-case entity identification
Evidence Management
- Chain of custody tracking
- Multi-source evidence correlation
Case Workspace
- Investigator-optimized pages, lists, and menus
- Dedicated persona dashboards
- Workflow-driven case progression
New
- Investigators can manage tasks and escalate field work directly within case records. A dedicated area to view all investigative tasks is now available on investigative case records. Investigators can initiate new tasks and escalate any task to a formal work order using a new "Create Work Order" action, without leaving the case workspace. Work orders are automatically linked to their originating tasks.
- Investigative tasks are accessible from the contextual side panel. Investigators can view and manage investigative tasks directly from the case's contextual side panel, including quick-reference summaries and task creation, reducing context-switching.
- Index entities now support immutable versioning and case-scoped snapshots. Every create, update, delete, or merge action on Index entities generates a new version. When entities are linked to cases, the system records a snapshot of the entity at the moment of association, preserving historical accuracy and auditability across multi-case investigations.
- Investigators can view entity version history and linkage context. Entity records display all versions, version numbers, and field changes in the activity stream. Cases show which entity version was linked and highlight changes since linkage. Investigators are notified if concurrent edits occur and can see the impact of entity changes across cases.
- Updated modals and info messages in entity case link record pages. Entity case link pages now display updated modals and info messages consistent with entity cards, including multi-case impact alerts for relationship records.
Changed
- All customer-facing "Now Assist" references have been rebranded to "ServiceNow Otto". UI text, labels, help content, and localization files now use the new branding as directed. Assertions and translations have been updated accordingly.
- Required plugins and products
- Public Sector Digital Services Core (com.sn_public_sector_digital_services_core)
- Now Assist for PSDS (com.sn_psds_gen_ai)
- CSM Investigative Case Management (com.sn_csm_icm)