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Update a Case API

This API allows you to update an existing case in the case management system.

METHOD POST
Endpoint https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/updateCase/{{caseId}}
Content Type application/json
Authorization auth: {{JWT}}

See How to generate the JWT Token.

API Scope Case Management Configuration.

Path Parameters

PARAMETER DESCRIPTION TYPE
host Environment URL. For example, https://platform.kore.ai/ string, required
streamId Bot identifier or Stream identifier. You can access it from the General Settings page of the bot. For example, st-084d3c5e-376a-559f-9987-a012bb2bxxxx string, required
caseId Unique identifier of the case to update. For example, ci-b4eaa6e-b3d9-4bb3-ae54-bb043b4axxxx string, required

Header Parameters

PARAMETER DESCRIPTION TYPE
accountId The account identifier associated with the API request. For example, 6639f7bd58c97ffac03bxxxx string, required

Sample Request

curl --location 'https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/updateCase/{{caseId}}\
--header 'sec-ch-ua: "Google Chrome";v="123", "Not:A-Brand";v="8", "Chromium";v="123"' \
--header 'AccountId: {{accountId}}’ \
--header 'client-app: unified' \
--header 'X-Timezone-Offset: -330' \
--header 'sec-ch-ua-mobile: ?0' \
--header 'auth: {{jwt-code}}’ \
--header 'state: configured' \
--header 'Iid: st-084d3c5e-376a-559f-9987-a012bb2bxxxx' \
--header 'Content-Type: application/json;charset=UTF-8' \
--header 'Accept: application/json, text/plain, */*' \
--header 'User-Agent: Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36' \
--header 'bot-language: en' \
--header 'app-language: en' \
--header 'Referer: http://localhost/builder/app/welcomeflows' \
--header 'sec-ch-ua-platform: "Linux"' \
--data-raw '{
      "_id": "ci-1a634e1-3d97-427e-8b23-9b7b0a40xxxx",
      "caseTmp": "one",
      "name": "case one",
      "lname": "case one",
      "desc": "this is case one",
      "tags": [],
      "userInfo": {
        "_id": "u-d0db86ae-8a26-51dd-a6d6-5d531c39xxxx",
        "name": "",
        "emailId": "goutham.898@gmail.com"
      },
      "sessIds": [],
      "accountId": "{{accountId}}",
      "iId": "st-5393141c-723b-579d-8265-27dd9b7fxxxx",
      "orgId": "o-a55026c9-2abd-5503-b212-5fba600axxxx",
      "convIds": [],
      "status": {
        "_id": "sts-47a7230-2a07-4b84-879b-e792542cxxxx",
        "name": "Open",
        "lname": "open",
        "statusCategory": "open",
        "type": "system",
        "desc": "When a new case/task is created",
        "isEnabled": true,
        "isActive": true
      },
      "source": "emailInst-873db2e1-0b9a-58b0-87d6-7b26c3c8xxxx",
      "language": "en",
      "conversationType": "CASE",
      "fields": [
        {
          "_id": "fd-a97ae13-ac3e-4496-b251-db594d8bxxxx",
          "show": true,
          "displayName": "Title",
          "lname": "title",
          "desc": "Title of the field",
          "isEnabled": true,
          "isActive": true,
          "metaData": {
            "type": "input",
            "displayName": "Title",
            "name": "title",
            "description": "Title of the field",
            "placeholder": "Enter title",
            "readOnly": false,
            "tooltipText": "Title of the field"
          },
          "type": "system",
          "required": true,
          "selectedValue": "case one"
        },
        {
          "_id": "fd-253e4de-ec52-4ec5-bcce-bc8157e9xxxx",
          "show": true,
          "displayName": "Description",
          "lname": "description",
          "desc": "Transcription based on the conversation summary",
          "isEnabled": true,
          "isActive": true,
          "metaData": {
            "type": "textarea",
            "displayName": "Description",
            "name": "description",
            "description": "Transcription based on the conversation summary",
            "placeholder": "Enter description",
            "readOnly": false,
            "tooltipText": "Transcription based on the conversation summary"
          },
          "type": "system",
          "required": true,
          "selectedValue": "this is case one"
        },
        {
          "_id": "fd-42bc982-d974-4d4a-851c-be952280xxxx",
          "show": true,
          "displayName": "Due Date",
          "lname": "due date",
          "desc": "Date/time to complete a case",
          "isEnabled": true,
          "isActive": true,
          "metaData": {
            "type": "datetime",
            "displayName": "Due Date",
            "name": "dueDate",
            "description": "Date/time to complete a case",
            "placeholder": "Enter date",
            "readOnly": false,
            "tooltipText": "Date/time to complete a case"
          },
          "type": "system",
          "required": true,
          "selectedValue": "2025-05-29T04:03:00.000Z"
        }
      ],
      "participants": [],
      "queues": [],
      "priority": {
        "_id": "pr-9d1a24a-1385-45e9-818b-295eab5bxxxx",
        "name": "Medium",
        "lname": "medium",
        "type": "system",
        "desc": "Moderate urgency",
        "color": "#16A34A",
        "isEnabled": true,
        "isActive": true,
        "score": 10
      },
      "refId": "CS000100",
      "assigneeType": "unassigned",
      "isActive": true,
      "taskIds": [
        "ti-909aa90-0416-4407-aa5b-d60dd99axxxx"
      ],
      "attachments": [],
      "feedback": [],
      "createdBy": {
        "name": "pachu 23",
        "_id": "u-429cc190-ccc9-57af-9421-a1ca84a2xxxx",
        "profImage": "no-avatar"
      },
      "updatedBy": {
        "name": "pachu 23",
        "_id": "u-429cc190-ccc9-57af-9421-a1ca84a2xxxx",
        "profImage": "no-avatar"
      },
      "timestampValue": 1748318622557,
      "activityIds": [],
      "commentIds": [],
      "resolutionCmts": [],
      "dueDate": 1748491380000,
      "isBreached": false,
      "supportCustomTasks": true,
      "channel": [],
      "createdAt": "2025-05-27T04:03:42.617Z",
      "updatedAt": "2025-05-27T04:03:42.666Z",
      "currAssignee": {},
      "ETA": "2025-05-29T04:03:00.000Z"
    }'

Request Body Parameters

PARAMETER DESCRIPTION TYPE
caseTmp Unique case template identifier string, optional
name Case name string, optional
lname Lowercase version or slug of the name string, optional
desc Case description string, optional
tags Array of tag strings array, optional
userInfo Info about the user who created or owns the case object, optional
sessIds Related session IDs array, optional
accountId Account identifier string, optional
lid Stream or instance, or session ID string, optional
orgId Organization identifier string, optional
convIds Related conversation IDs array, optional
status Current case status object, optional
language Case language code (for example, english) string, optional
source Source of the case (for example, rtm) string, optional
conversationType Type of conversation (expected case) string, optional
fields Custom or system field definitions and values array, optional
participants List of participant objects array, optional
queues List of queues assigned to the case array, optional
priority Priority metadata (level, color, and so on) object, optional
refId Case reference ID string, optional
assigneeType Assignment type (unassigned, queues, and so on) string, optional
isActive Whether the case is active boolean, optional
taskIds Array of associated task IDs array, optional
attachments Array of attachments array, optional
feedback Feedback data array, optional
createdBy Creator information object, optional
updatedBy Last updated by info object, optional
timestampValue Timestamp (in ms) for tracking updates number, optional
activityIds Related activity IDs array, optional
commentIds Related comment IDs array, optional
resolutionCmts Resolution comments array, optional
dueDate Case due date timestamp (in ms) number, optional
isBreached SLA breach flag boolean, optional
supportCustomTasks Indicates support for custom tasks boolean, optional
channel Channels used (for example, chat, email) array, optional
createdAt Case creation timestamp string, optional
updatedAt Last updated timestamp string, optional
currAssignee Current assigned agent information object, optional
ETA Estimated time of resolution (ISO date string) string, optional

Sample Response

{
    "_id": "ci-b4eaa6e-b3d9-4bb3-ae54-bb043b4axxxx",
    "caseTmp": "CaseTemplate1",
    "name": "This is demo case",
    "lname": "this is demo case",
    "tags": [],
    "userInfo": {
        "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
        "name": "shravan",
        "emailId": "uxoloacl@mailinator.com"
    },
    "sessIds": [],
    "accountId": "{{accountId}}",
    "iId": "st-084d3c5e-376a-559f-9987-a012bb2bxxxx",
    "orgId": "o-85e72576-06a6-5c0b-8844-25fa0cd6xxxx",
    "convIds": [],
    "status": {
        "_id": "sts-a3ed479-e945-4b59-a0c0-4369472axxxx",
        "name": "Open",
        "lname": "open",
        "statusCategory": "open",
        "type": "system",
        "desc": "When a new case/task is created",
        "isEnabled": true,
        "isActive": true
    },
    "source": "rtm",
    "language": "en",
    "conversationType": "CASE",
    "fields": [
        {
            "_id": "fd-0c85264-e40d-48b9-ab6a-896e09adxxxx",
            "show": true,
            "displayName": "Due Date",
            "lname": "due date",
            "desc": "Date/time to complete a case",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "datetime",
                "displayName": "Due Date",
                "name": "dueDate",
                "description": "Date/time to complete a case",
                "placeholder": "Enter date",
                "readOnly": false,
                "tooltipText": "Date/time to complete a case"
            },
            "type": "system",
            "required": true,
            "dataType": "datetime"
        },
        {
            "_id": "fd-9d30e02-0147-4077-9daa-c480c8d1xxxx",
            "show": true,
            "displayName": "Description",
            "lname": "description",
            "desc": "Transcription based on the conversation summary",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "textarea",
                "displayName": "Description",
                "name": "description",
                "description": "Transcription based on the conversation summary",
                "placeholder": "Enter description",
                "readOnly": false,
                "tooltipText": "Transcription based on the conversation summary"
            },
            "type": "system",
            "required": true,
            "dataType": "textarea",
            "selectedValue": ""
        },
        {
            "_id": "fd-7a49002-b492-413d-9c9d-bde3da27xxxx",
            "show": true,
            "displayName": "Title",
            "lname": "title",
            "desc": "Title of the field",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "input",
                "displayName": "Title",
                "name": "title",
                "description": "Title of the field",
                "placeholder": "Enter title",
                "readOnly": false,
                "tooltipText": "Title of the field"
            },
            "type": "system",
            "required": true,
            "dataType": "input"
        },
        {
            "_id": "fd-3046a12-4738-42ea-9ba6-2d190da0xxxx",
            "show": false,
            "displayName": "new field",
            "lname": "new field",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "dropdown",
                "displayName": "new field",
                "name": "nm",
                "description": "",
                "placeholder": "",
                "readOnly": false,
                "tooltipText": "please enter dropdown",
                "values": [],
                "value": "",
                "isMulti": true,
                "isVisible": true,
                "defaultErrorMsg": "",
                "validateOn": "blur"
            },
            "type": "custom",
            "required": false,
            "dataType": "dropdown"
        },
        {
            "_id": "fd-bbe4e9c-2c39-467d-9ed1-15392ca8xxxx",
            "show": false,
            "displayName": "field1",
            "lname": "field1",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "input",
                "displayName": "field1",
                "name": "field1",
                "description": "anb aghjbd",
                "placeholder": "",
                "readOnly": false,
                "tooltipText": "",
                "values": [],
                "value": "",
                "isMulti": false,
                "isVisible": true,
                "defaultErrorMsg": "",
                "validateOn": "blur",
                "validationRules": []
            },
            "type": "custom",
            "required": false,
            "dataType": "input"
        }
    ],
    "participants": [
        {
            "agentId": "u-04a27d8d-9ada-50e8-b582-0ea4df5axxxx",
            "aId": "a-e64c3ed-0883-4151-b247-55ea2392xxxx",
            "name": "Mike Brown18757",
            "pStatus": "ACTIVE",
            "assignedAt": "2025-06-04T08:17:35.666Z"
        }
    ],
    "queues": [
        {
            "_id": "qu-0d1624a-8682-415c-8bbd-16d2299cxxxx",
            "name": "Default Queue",
            "type": "ASSIGNED",
            "status": "ACTIVE",
            "startTime": "2025-06-04T08:17:35.417Z"
        }
    ],
    "priority": {
        "_id": "pr-cad98ea-d89c-489b-acc7-e86341e5xxxx",
        "name": "Medium",
        "lname": "medium",
        "type": "system",
        "desc": "Moderate urgency",
        "color": "#16A34A",
        "isEnabled": true,
        "isActive": true,
        "score": 10
    },
    "refId": "CS00xxxx",
    "assigneeType": "queues",
    "currQueue": {
        "_id": "qu-0d1624a-8682-415c-8bbd-16d2299cxxxx",
        "name": "Default Queue"
    },
    "tasks": [],
    "isActive": true,
    "taskIds": [],
    "attachments": [],
    "feedback": [],
    "createdBy": {
        "name": "hi hi",
        "_id": "u-9471a3c6-d950-5720-a812-fbc1ac9fxxxx",
        "profImage": "no-avatar"
    },
    "updatedBy": {
        "name": "hi hi",
        "_id": "u-9471a3c6-d950-5720-a812-fbc1ac9fxxxx",
        "profImage": "no-avatar"
    },
    "timestampValue": 1749025055365,
    "activityIds": [],
    "commentIds": [],
    "resolutionCmts": [],
    "isBreached": false,
    "supportCustomTasks": true,
    "channel": [],
    "createdAt": "2025-06-04T08:17:35.419Z",
    "updatedAt": "2025-06-04T09:40:09.323Z",
    "currAssignee": {
        "aId": "a-e64c3ed-0883-4151-b247-55ea2392xxxx",
        "name": "Mike Brown18757",
        "agentId": "u-04a27d8d-9ada-50e8-b582-0ea4df5axxxx"
    },
    "new field": {
        "id": "fd-3046a12-4738-42ea-9ba6-2d190da0xxxx",
        "displayName": "new field",
        "lname": "new field",
        "selectedValue": null
    },
    "field1": {
        "id": "fd-bbe4e9c-2c39-467d-9ed1-15392ca8xxxx",
        "displayName": "field1",
        "lname": "field1",
        "selectedValue": null
    },
    "ETA": ""
}