Create a case API

This API lets you to create a new case in the case management system.

METHOD	POST
Endpoint	https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/createCase
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

Header parameters

PARAMETER	DESCRIPTION	TYPE
accountId	The account identifier associated with the API request. For example, 6639f7bd58c97ffac03bxxxx	string, not required

Request sample

curl --location 'https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/createCase' \
--header 'AccountId: {{accountId}}' \
--header 'auth: {{jwt-code}}' \
--header 'Iid: st-adad1d73-99af-52b3-a85d-0791763bxxxx' \
--header 'Content-Type: application/json;charset=UTF-8' \
--header 'bot-language: en' \
--header 'app-language: en' \
--data-raw '{
    "caseTmp": "ctm-d4e6152-4255-4c5c-ba6c-91dac5cdxxxx",
    "name": "This is demo case",
    "desc": "Demo case",
    "userInfo": {
        "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
        "name": "dummy"
    },
    "emailId": "dummy.898@gmail.com",
    "phoneNumber": "902398xxxx",
    "dueDate": "2026-09-04T14:15:00.000Z",
    "source": "rtm"
}'

Request body parameters

PARAMETER	DESCRIPTION	TYPE
caseTmp	Unique case template identifier	string, required
name	Name or title of the case	string, required
desc	Case description	string, required
userInfo	User information object containing user details	object, required
id	Unique user identifier. If id isn’t provided, you must include either emailId or phoneNumber.	string, optional
name	User’s name	string, optional
emailId	User’s email address (mandatory if id isn’t present)	string, required
phoneNumber	User’s phone number (mandatory if id isn’t present)	string, required
source	Source of the case (for example, rtm)	string, required
desc	Task description	string, required
dueDate	Due date of the case	string, required

Response sample

{
    "_id": "ci-6b83ac7-8245-4e5e-ac8c-9695b531xxxx",
    "caseTmp": "Sales",
    "name": "This is demo case",
    "lname": "this is demo case",
    "tags": [],
    "userInfo": {
        "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
        "name": "dummy",
        "emailId": "dummy@mailinator.com"
    },
    "sessIds": [],
    "accountId": "{{accountId}}",
    "iId": "st-d140086f-4d0a-59fa-9d28-b5fc23e9xxxx",
    "orgId": "o-734f0871-3217-515b-bd5f-36abef3cxxxx",
    "convIds": [],
    "status": {
        "_id": "sts-599163e-b869-4532-bbb3-c76a3d08xxxx",
        "name": "Open",
        "statusCategory": "open"
    },
    "source": "rtm",
    "language": "en",
    "conversationType": "CASE",
    "fields": [
        {
            "_id": "fd-3380ddb-a87d-4b25-8db6-5002e5c8xxxx",
            "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-7ab71aa-5da2-4cd1-a7ec-0e2468b8xxxx",
            "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-a165979-63b6-498b-85b8-c48098edxxxx",
            "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"
        }
    ],
    "participants": [
        {
            "agentId": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
            "aId": "a-005c549-c9a4-441e-adc2-781a3a01xxxx",
            "name": "dummy",
            "pStatus": "ACTIVE",
            "assignedAt": "2025-06-03T10:51:59.792Z"
        }
    ],
    "priority": {
        "_id": "pr-6189896-de68-4e02-8d56-813a68bdxxxx",
        "name": "Medium",
        "color": "#16A34A",
        "score": 10
    },
    "refId": "CS00xxxx",
    "assigneeType": "agent",
    "currAssignee": {
        "aId": "a-005c549-c9a4-441e-adc2-781a3a01xxxx",
        "name": "dummy",
        "agentId": "u-320fa237-51be-5c46-a046-14e97c77xxxx"
    },
    "tasks": [],
    "isActive": true,
    "taskIds": [],
    "attachments": [],
    "feedback": [],
    "createdBy": {
        "name": "dummy",
        "_id": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
        "profImage": "no-avatar"
    },
    "updatedBy": {
        "name": "dummy",
        "_id": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
        "profImage": "no-avatar"
    },
    "timestampValue": 1748947919675,
    "activityIds": [],
    "commentIds": [],
    "resolutionCmts": [],
    "isBreached": false,
    "supportCustomTasks": true,
    "queues": [],
    "channel": [],
    "createdAt": "2025-06-03T10:51:59.779Z",
    "updatedAt": "2025-06-03T10:51:59.794Z",
    "ETA": "2025-09-04T14:15:00.000Z"
}

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