Government Case Summarization

Procedure

Step 1: Retrieve Core Case Details

Fetch the primary case record with all citizen, service, and compliance fields.

Using MCP:

Tool: SN-Read-Record
Parameters:
  table_name: sn_psds_case
  sys_id: [CASE_SYS_ID]
  fields: sys_id,number,short_description,description,state,priority,urgency,impact,category,subcategory,contact,account,opened_at,opened_by,assigned_to,assignment_group,resolved_at,closed_at,resolution_code,resolution_notes,service,program,eligibility_status,agency,department,case_type,due_date,sla_due,escalation,data_classification

If searching by case number:

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_case
  query: number=PSDS0012345
  fields: sys_id,number,short_description,description,state,priority,category,subcategory,contact,account,opened_at,assigned_to,assignment_group,service,program,eligibility_status,agency,department,case_type,due_date,data_classification
  limit: 1

Using REST API:

GET /api/now/table/sn_psds_case?sysparm_query=number=PSDS0012345&sysparm_fields=sys_id,number,short_description,description,state,priority,category,subcategory,contact,account,opened_at,assigned_to,assignment_group,service,program,eligibility_status,agency,department,case_type,due_date,data_classification&sysparm_limit=1&sysparm_display_value=true

Step 2: Retrieve Citizen/Constituent Context

Get the citizen contact record with relevant demographic and service history context.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: customer_contact
  query: sys_id=[CONTACT_SYS_ID]
  fields: sys_id,name,email,phone,title,account,city,state,zip,preferred_language,preferred_contact_method,accessibility_needs
  limit: 1

Using REST API:

GET /api/now/table/customer_contact/{CONTACT_SYS_ID}?sysparm_fields=sys_id,name,email,phone,account,city,state,zip,preferred_language,preferred_contact_method,accessibility_needs&sysparm_display_value=true

Step 3: Retrieve Service and Program Details

Get the government service and program information linked to the case.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_service
  query: sys_id=[SERVICE_SYS_ID]
  fields: sys_id,name,description,category,department,agency,eligibility_criteria,regulatory_authority,processing_sla,service_level,active
  limit: 1

Using REST API:

GET /api/now/table/sn_psds_service/{SERVICE_SYS_ID}?sysparm_fields=sys_id,name,description,category,department,agency,eligibility_criteria,regulatory_authority,processing_sla,service_level&sysparm_display_value=true

Step 4: Check Eligibility Determinations

Retrieve eligibility assessment records and determination history.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_eligibility
  query: case=[CASE_SYS_ID]^ORDERBYDESCsys_created_on
  fields: sys_id,case,service,determination,determination_date,criteria_met,criteria_not_met,reviewed_by,appeal_status,expiration_date,notes
  limit: 10

Using REST API:

GET /api/now/table/sn_psds_eligibility?sysparm_query=case=[CASE_SYS_ID]^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,service,determination,determination_date,criteria_met,criteria_not_met,reviewed_by,appeal_status,expiration_date,notes&sysparm_limit=10&sysparm_display_value=true

Step 5: Retrieve Case Tasks and Actions

Pull all tasks and action items associated with the case.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_task
  query: parent=[CASE_SYS_ID]^ORDERBYDESCsys_created_on
  fields: sys_id,number,short_description,state,assigned_to,assignment_group,priority,opened_at,closed_at,due_date,task_type,agency
  limit: 20

Using REST API:

GET /api/now/table/sn_psds_task?sysparm_query=parent=[CASE_SYS_ID]^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,number,short_description,state,assigned_to,assignment_group,priority,opened_at,closed_at,due_date,task_type,agency&sysparm_limit=20&sysparm_display_value=true

Step 6: Gather Interaction History

Retrieve all citizen interactions linked to the case.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: interaction
  query: parent=[CASE_SYS_ID]^ORDERBYDESCopened_at
  fields: sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,direction,duration
  limit: 30

Using REST API:

GET /api/now/table/interaction?sysparm_query=parent=[CASE_SYS_ID]^ORDERBYDESCopened_at&sysparm_fields=sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,direction,duration&sysparm_limit=30&sysparm_display_value=true

Step 7: Retrieve Work Notes and Audit Trail

Pull journal entries for case activity and compliance documentation.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[CASE_SYS_ID]^element=work_notes^ORelement=comments^ORDERBYDESCsys_created_on
  fields: sys_id,element,value,sys_created_on,sys_created_by
  limit: 50

Using REST API:

GET /api/now/table/sys_journal_field?sysparm_query=element_id=[CASE_SYS_ID]^element=work_notes^ORelement=comments^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,element,value,sys_created_on,sys_created_by&sysparm_limit=50

Step 8: Build the Case Summary

Assemble all data into a structured government case summary:

=== GOVERNMENT CASE SUMMARY ===
Case Number: [number]
Status: [state] | Priority: [priority] | Type: [case_type]
Opened: [opened_at] | Due Date: [due_date]
Data Classification: [classification_level]

CITIZEN/CONSTITUENT:
Name: [contact_name]
Location: [city], [state] [zip]
Preferred Language: [preferred_language]
Contact Method: [preferred_contact_method]
Accessibility: [accessibility_needs]

SERVICE & PROGRAM:
Service: [service_name]
Program: [program_name]
Agency: [agency] | Department: [department]
Regulatory Authority: [regulatory_authority]

ELIGIBILITY STATUS:
Determination: [Eligible/Ineligible/Pending/Under Review]
Date: [determination_date] | Reviewed By: [reviewer]
Criteria Met: [list]
Criteria Not Met: [list]
Appeal Status: [if applicable]
Expiration: [expiration_date]

CASE DESCRIPTION:
[short_description]
[description - summarized]

TASKS: [total] total ([open] open, [closed] closed)
| # | Task | Type | Agency | Status | Due |
|---|------|------|--------|--------|-----|
| 1 | [description] | [type] | [agency] | [state] | [due] |

INTERACTIONS: [count] total
| Date | Channel | Direction | Summary |
|------|---------|-----------|---------|
| [date] | [channel] | [dir] | [description] |

INTER-AGENCY COORDINATION:
- [agency/dept]: [status of coordination]
- [agency/dept]: [status of coordination]

TIMELINE: (most recent first)
- [date] [user]: [activity summary]
- [date] [user]: [activity summary]

COMPLIANCE & REGULATORY:
- Applicable Regulations: [list]
- FOIA Considerations: [status]
- Privacy Act: [compliance status]
- Reporting Obligations: [deadlines]

PENDING ACTIONS:
1. [action required] - Due: [date] - Owner: [assignee]
2. [action required] - Due: [date] - Owner: [assignee]

SLA STATUS:
Processing SLA: [on-track/at-risk/breached]
Response Time: [within/exceeded] target

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

• Protect PII: Never include Social Security numbers, full dates of birth, or other sensitive PII in summaries unless the recipient is authorized
• Note data classification: Always include the data classification level in the summary header
• Track regulatory deadlines: Government cases often have statutory response deadlines; highlight any approaching or missed deadlines
• Document inter-agency handoffs: When cases involve multiple agencies, clearly document which agency owns each action item
• Preserve audit trail: Government cases require complete audit trails; never summarize away critical decision points or determination rationale
• Respect language preferences: Note the citizen's preferred language and any translation services used during interactions
• Include accessibility context: Document any accessibility accommodations needed or provided
• Note appeal rights: When eligibility determinations are included, always reference the citizen's appeal rights and deadlines

Troubleshooting

"PSDS case table not found"

Cause: The PSDS plugin may not be installed, or the table name may differ in your instance. Solution: Check for sn_psds_case or similar tables. Some government instances use custom case tables extending sn_customerservice_case or task. Verify the PSDS plugin (com.snc.psds) is active.

"Eligibility records not linked to case"

Cause: Eligibility determinations may use a different reference field or be stored in a separate system. Solution: Try querying sn_psds_eligibility by contact or service instead of case. Check if eligibility is tracked in custom fields on the case record itself.

"Service catalog returns no results"

Cause: Government services may be organized differently or use a custom service catalog. Solution: Check sn_psds_service, sc_cat_item, or custom service tables. Some implementations use the standard service catalog with government-specific categories.

"Inter-agency tasks not visible"

Cause: Tasks assigned to other agencies may be in restricted scopes or have ACL limitations. Solution: Verify your role grants cross-agency visibility. Check if inter-agency tasks use a separate task table or have agency-specific ACLs.

Examples

Example 1: Benefits Application Case Summary

Scenario: Caseworker reviews a housing assistance application case before a scheduled follow-up call with the applicant.

Step 1 - Get case:

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_case
  query: number=PSDS0045678
  fields: sys_id,number,short_description,state,priority,contact,service,program,eligibility_status,agency,due_date,data_classification
  limit: 1

Generated Summary:

CASE PSDS0045678 - BENEFITS APPLICATION
Status: In Progress | Priority: P2 | Classification: PII-Sensitive
Service: Housing Assistance Program
Agency: Dept. of Housing & Urban Development
Opened: Feb 28, 2026 | Due: Mar 28, 2026

CITIZEN:
Maria Gonzalez | Austin, TX 78745
Preferred Language: Spanish
Contact: Phone (preferred) | Accessibility: None noted

ELIGIBILITY: UNDER REVIEW
- Income verification: Pending (documents received Mar 10)
- Residency: Confirmed
- Household size: Verified (4 members)
- Prior assistance: None in last 24 months
Outstanding: Income documents need supervisor review

TASKS (3):
1. Income verification review - Assigned: J. Patel - Due: Mar 22
2. Property inspection scheduling - Pending - Due: Mar 25
3. Final determination letter - Not started - Due: Mar 28

INTERACTIONS: 4 total
- Mar 15: Phone (inbound) - Applicant provided pay stubs
- Mar 10: Portal - Document upload (W-2, pay stubs)
- Mar 5: Phone (outbound) - Requested additional documentation
- Feb 28: Walk-in - Initial application submitted

PENDING: Income verification must complete before property
inspection can be scheduled. Statutory 30-day deadline applies.

Example 2: Multi-Agency Case Coordination Summary

Scenario: Supervisor reviews a complex case involving coordination between three government agencies.

CASE PSDS0046001 - INTER-AGENCY COORDINATION
Disaster Relief Application - Hurricane Recovery
Status: In Progress | Priority: P1 | Classification: PII-Sensitive
Lead Agency: FEMA Region VI
Opened: Mar 1, 2026 | Statutory Deadline: Apr 30, 2026

CITIZEN: James & Patricia Williams | Beaumont, TX 77701

AGENCY COORDINATION:
| Agency | Task | Status | Due |
|--------|------|--------|-----|
| FEMA | Damage assessment | Complete | Mar 10 |
| SBA | Disaster loan application | In Review | Mar 25 |
| HUD | Temporary housing voucher | Approved | Mar 15 |
| State OEM | Debris removal request | Scheduled | Mar 22 |

ELIGIBILITY: APPROVED (FEMA Individual Assistance)
Approved Amount: [REDACTED - authorized viewer only]
SBA Loan: Pending determination

COMPLIANCE NOTES:
- Stafford Act 30-day housing mandate: ON TRACK
- FOIA-exempt disaster assistance records (5 U.S.C. 552)
- Duplication of Benefits check: COMPLETE (no conflict)

CRITICAL PATH: SBA determination needed before permanent
housing placement can proceed.

Related Skills

• psds/chat-summarization - Summarize public sector chat interactions
• csm/case-summarization - General case summarization techniques
• reporting/sla-analysis - SLA tracking and compliance reporting
• security/audit-compliance - Audit and compliance documentation