How can I prevent a deal from moving to closed won if there are open tickets?

[SLear]

I've created a deal property called 'has open tickets?' that I use a workflow to populate based on any associated tickets being in status group = open. This field is only viewable for our hubspot teams.

My goal is to make it so that a deal cannot move to closed won if that field is marked as 'Yes' aka. has open ticket. And because the field is only controlled by a workflow, the only way it can progress is for those tickets to be closed down.

However, I can only figure out how to make that field popup in the dependent properties but not how to specify/ control the routing based on the actual field value.

Is there a way to set that up?

[karstenkoehler · Accepted solution]

Hi @SLear,

This can unfortunately only be done in Enterprise subscriptions – when you can prevent users from editing fields: https://knowledge.hubspot.com/properties/restrict-view-edit-access-for-properties

The approach would be as follows:

1. Create a single checkbox property that is checked when a deal is allowed to pass (This is the opposite of what you currently have – you would need a property that is checked when the number of open tickets associated to a company is 0.)
2. Set this property to view-only for non-super-admins: https://knowledge.hubspot.com/properties/restrict-view-edit-access-for-properties
3. Make this property a required property for moving deals to the closed won stage: https://knowledge.hubspot.com/object-settings/set-up-and-customize-your-deal-pipelines-and-deal-stag...

Here's what would happen now when a deal has open tickets:

• User attempts to move deal to closed won
• Due to open tickets, the property from step 1 is not checked
• Due to it being a required property and it not being editable by the user, the deal cannot be moved

You can of course also do this in Professional by skipping step 2 – but then someone could simply edit the value of the custom property and bypass this required property. Dependent properties unfortunately can't help with this.

Have a look and let me know if you have any follow-up questions!

[franksteiner79]

Hi @SLear 

Can you expand a bit on what you mean when you say you don't know "how to specify/ control the routing based on the actual field value." - What do you want to route, to whom and why?

Frank