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Weekend and holiday SLA suspension using a business hours schedule

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket1 stepUpdated for HubSpot seat pricing
OutcomeSLA-related workflows stop escalating tickets during weekends and named holidays, matching the same suspension the native business-hours SLA calculation already applies to weekly recurring hours.
Workflow maptickets-sla-037
Upcoming holiday identified leads to Native holiday exception setting exists?. Native holiday exception setting exists? leads to yes: Add holiday date in business hours settings, native SLA respects it automatically; no, VERIFY: Manually pause holiday-sensitive escalation workflows. Manually pause holiday-sensitive escalation workflows leads to Holiday passes. Holiday passes leads to Manually re-enable the paused workflows. yes no Upcoming holiday identified Native holiday exception setting exists? Add holiday date in business hours settings, native SLA respects it automatically Manually pause holiday-sensitive escalation workflows Holiday passes Manually re-enable the paused workflows
Upcoming holiday identified leads to Native holiday exception setting exists?. Native holiday exception setting exists? leads to yes: Add holiday date in business hours settings, native SLA respects it automatically; no, VERIFY: Manually pause holiday-sensitive escalation workflows. Manually pause holiday-sensitive escalation workflows leads to Holiday passes. Holiday passes leads to Manually re-enable the paused workflows. yes no Upcoming holiday identified Native holiday exception setting exists? Add holiday date in business hours settings, native SLA respects it automatically Manually pause holiday-sensitive escalation workflows Holiday passes Manually re-enable the paused workflows

When to use it, when not to

Use it

  • Use it once a business hours schedule is already configured for your pipeline's native SLA targets (Settings > Objects > Tickets > Pipelines > this pipeline >; SLA, or the newer Help Desk SLA settings), so the actual first-response and time-to-close clocks already pause outside the defined weekly hours (check in your portal: confirm current configuration path, HubSpot has more than one place business hours can live).
  • Use it specifically for the gap that native weekly business hours does not close: named holidays that fall on an otherwise normal business day. If your business hours configuration already supports adding holiday date exceptions directly, configure the holidays there instead and skip this workflow entirely (check in your portal: confirm whether holiday exceptions are natively supported in current business hours settings, this has been a commonly requested gap in HubSpot's SLA tooling).
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Skip it

  • Do not use it as the actual mechanism suspending the native SLA clock; that clock only pauses based on the pipeline's own business hours configuration, this workflow only suspends other workflow-driven escalations built on top of it (tickets-sla-015, tickets-sla-005, tickets-sla-026) for holiday dates the native configuration cannot yet express.
  • Do not use it if your team has no custom escalation workflows layered on top of the native SLA, only the native pause and targets; there is nothing here for a holiday-aware suppression list to protect.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 2 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 1 numbered action

Each action in order with its parameters, branches and delays.

Known pitfalls · 4

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 2 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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