---
title: Create an investigative case narrative in Investigative Case Management
description: Add supporting details to the case narrative to organize ongoing updates and investigative context. Information from a police report, witness complaint, or lead may go in the case narrative in order to organize pertinent information into one place.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/psds-using-icm-create-a-case-narrative.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Investigative Case Management, Solutions, Use, Public Sector Digital Services \(PSDS\)]
---

# Create an investigative case narrative in Investigative Case Management

Add supporting details to the case narrative to organize ongoing updates and investigative context. Information from a police report, witness complaint, or lead may go in the case narrative in order to organize pertinent information into one place.

## Before you begin

Role required: icm.investigator

## Procedure

1.  Navigate to the CRM Workspace and select **My active cases**.

    Alternatively, you can select a case using the CRM Workspace Lists menu by selecting **Lists** > **Investigative Cases** > **All** and selecting the case.

2.  Select the case you wish to add narrative details to.

3.  Select the **Narrative** tab.

4.  In the Case Narrative field, enter the narrative details.

    You can refine the text entered in this field using the ServiceNow Otto for PSDS Case Narrative refinement skill. For more information on this skill and how to use it, see [Refine an investigative case narrative using the ServiceNow Otto for PSDS Investigative case narrative refinement skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-using-na-refine-icm-case-narrative.md).

    \[Omitted image "psds-narrative-skill-activated.png"\] Alt text: case narrative refinement skill view

5.  Select **Save**.


## Result

The case narrative has been created. A log of edits attached to the users name appears in the activity stream, where team members assigned to the case can see a running log of what information was added and when. This is helpful if there are multiple investigators and other personas involved in the case. The case narrative can be edited and added to at any time as new details, leads, and context become available.

## What to do next

Add an entity to the case. For information on how to do this, see the following:

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