Conditional stage property validation for Tickets

Smart CRM & Sales Hub CRM
1

Hi everyone,

I am trying to find a way to make a property required when moving a ticket to the next pipeline stage, but only if a specific condition is met.

Here is my use case:

  • Object: Tickets
  • Pipeline Stage: New (moving to the next stage)
  • Condition: If the SLA is overdue/delayed.
  • Requirement: I want to force the user to fill out a “Delay Justification” property only if that SLA is overdue.

The issue: With the standard HubSpot feature (Required Properties on Stage Change), the property becomes mandatory for every ticket moving past that stage, regardless of whether the SLA is overdue or not.

I’ve explored a few workarounds, but I haven’t found a way to enforce property completion based conditionally on another property’s value during a stage transition.

Has anyone faced a similar challenge? Is there a native way to achieve this (maybe using Operations Hub, advanced validation rules, or workflows), or is this a current platform limitation?

Thanks in advance for your help!

2

Hi @IsabelaCarra,

This currently requires an Enterprise subscription if you want to “force” users to fill this out. Here’s how this would be set up:

  1. Create a custom property “SLA overdue/delayed” with options yes/no, set it to view only: Manage view and edit access for properties
  2. Use a workflow to set the value of “SLA overdue/delayed” when it’s delayed
  3. Set up conditional logic that shows “SLA overdue/delayed” when the ticket moves into the stage: Set up conditional logic for enumeration properties
  4. Set up another conditional logic that shows the “Delay justification” when “SLA overdue/delayed” is yes

It’ll end up looking something like this:

karstenkoehler_0-1779130908952.png
karstenkoehler_0-1779130908952.png574×562 33.1 KB

Only that SLA overdue would not be editable (it is in my screenshot because I’m a super admin) and that the last field would be your justification field, not the ticket description.

Without Enterprise, correct, currently not possible.

Best regards!

3

Thank you for your response @karstenkoehler! The request is for an account that doesn´t have Enterprise, which is why i had difficulty finding a solution, a limitation of the hub itself.