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Expected behavior with SLA sideload on fetching multiple tickets
Posted Jan 26, 2021
I see in the documentation that currently sideloading SLA records to tickets is only supported for "single" ticket requests. I found though that I can sideload SLA records on multi ticket requests (list). This is great for my use case, but I wanted to check if this is actually expected and supported behavior?
OR am I misreading this, and this means only SLA record information as it pertains to each individual (read "single") ticket?
https://developer.zendesk.com/rest_api/docs/support/side_loading
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Greg Katechis
Hi Michael, that's a great question! All of my testing shows that it is at least expected to work, however whether it's supported or not is the interesting point. I did some digging to see what the word around this is and from everything that I've seen, this appears to be supported to me. There was a point made about where the sla object would be attached to a different object other than the main "ticket", but I did testing around that and didn't see anything.
Further to all of this, I saw that this side-load is used to drive a critical function in the Views UI in the agent interface, so it's pretty safe to say that this won't be going anywhere!
I know that this isn't a 100% yes, absolutely definitive answer, but I would say with 99.9% certain that you're fine. And if anything goes sideways, let me know!
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