Prevent Status change if fields are empty

[KMavraki]

Hi, I'm looking to add some stop checks into our ticket workflow, but I'm not sure if it's possible, I haven't figured out how to do it so far anyway.

In my example when a 'New' Ticket gets assigned, the team need to perform a series of tasks in more or less every instance, a simplified example being these - 

• Credit Check
• Validate Customer Details
• Send to Pricing

I've set these up as 'Single Check' properties. I want HS to prevent the status from being updated until all three of these are completed. Essentially creating a hard stop in the workflow to ensure all tasks have been performed before progressing. 

Is this possible?

[KMavraki]

I may have confused this by calling it our workflow, more broadly I mean our process. 

I do not want a user to be able to set a ticket status to 'Complete', for example, if the above properties are not set.

[karstenkoehler · Accepted solution]

Hi @KMavraki,

Got it, thanks for the clarification. This is possible in the form of requried properties per ticket status, see here: https://knowledge.hubspot.com/tickets/customize-ticket-pipelines-and-statuses#customize-ticket-prope...

It's available in Service Hub Professional and Enterprise only.

Best regards!

[KMavraki]

Hadn't thought of doing it that way! Slightly different angle, but will do the job, thank you.

[karstenkoehler]

Hi @KMavraki,

Yes, it is, you can leverage an if/then branch here. In my example I'm using different properties so imagine "Ticket owner" and "Category" being your check properties.

The left branch is the one that a ticket would take if all of the properties are known ( = checked). If one of them is unknown, the ticket would go down the right path and the workflow would end for them.

(On an additional note, I would update your enrollment criteria accordingly, allowing re-enrollment once these property values are known.)

Let me know if you have any follow-up questions!