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

Request sample

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"
  },
  "accountId": "{{accountId}}",
  "iId": "st-5393141c-723b-579d-8265-27dd9b7fxxxx",
  "orgId": "o-a55026c9-2abd-5503-b212-5fba600axxxx",
  "status": {
    "_id": "sts-47a7230-2a07-4b84-879b-e792542cxxxx",
    "name": "Open",
    "lname": "open",
    "statusCategory": "open"
  },
  "priority": {
    "_id": "pr-9d1a24a-1385-45e9-818b-295eab5bxxxx",
    "name": "Medium",
    "lname": "medium",
    "desc": "Moderate urgency"
  },
  "refId": "CS000100",
  "isActive": true,
  "dueDate": 1748491380000
}'

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, 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

Response sample

{
  "_id": "ci-b4eaa6e-b3d9-4bb3-ae54-bb043b4axxxx",
  "caseTmp": "CaseTemplate1",
  "name": "This is demo case",
  "lname": "this is demo case",
  "userInfo": {
    "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
    "name": "shravan",
    "emailId": "uxoloacl@mailinator.com"
  },
  "accountId": "{{accountId}}",
  "status": {
    "_id": "sts-a3ed479-e945-4b59-a0c0-4369472axxxx",
    "name": "Open",
    "statusCategory": "open"
  },
  "priority": {
    "_id": "pr-cad98ea-d89c-489b-acc7-e86341e5xxxx",
    "name": "Medium",
    "desc": "Moderate urgency"
  },
  "refId": "CS00xxxx",
  "assigneeType": "queues",
  "isActive": true,
  "createdAt": "2025-06-04T08:17:35.419Z",
  "updatedAt": "2025-06-04T09:40:09.323Z",
  "ETA": ""
}

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