---
title: Create an investigative case in Investigative Case Management
description: As an investigator \(case agent\), you can get started on an investigative case directly from the Investigative Case Management workspace, filling in as much supporting information as you have.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/psds-using-icm-create-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Investigative Case Management, Solutions, Use, Public Sector Digital Services \(PSDS\)]
---

# Create an investigative case in Investigative Case Management

As an investigator \(case agent\), you can get started on an investigative case directly from the Investigative Case Management workspace, filling in as much supporting information as you have.

## Before you begin

Role required: icm.investigator, admin

## Procedure

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

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

2.  Select the case classification code from the dropdown menu to select the investigation type.

    By default, the workspace provides several generic classification codes that correspond to different investigative case types, but these may not correspond to your organization's internal codes. An admin can create and custom classification codes that more closely correspond to your investigative organization. For more information on this configuration, see [Modify case classification codes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-icm-modify-classif-codes.md).

3.  Enter the case title and a summary of the case.

    The case summary is different from the case narrative.

4.  Enter the source of the case information.

    For example, if the case is being filed because of a constituent or witness complaint, select **Complaint**.

5.  Provide a brief description of the source.

6.  Fill in any routing information for the case, such as the division responsible for the case, and the Supervisory reviewer.

    The assigned office and originating office fields are auto-populated based off the logged in user. For more information on the case details form fields, see [Investigative Case Management case details form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-icm-ref-case-form.md).

7.  Select **Save** once you have filled in the details of the case.


## Result

A case has now been created and can be worked on through the Investigative Case Management workspace. You can add evidence and entities, assign team members, or link it to another case.

\[Omitted image "psds\_icm\_case\_overview\_afer.png"\] Alt text: Case creation overview

## What to do next

Add supporting details to the case narrative. For information on how to do this, see [Create an investigative case narrative in Investigative Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-using-icm-create-a-case-narrative.md).