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Stamp an SLA-met/missed flag on the ticket at closure for downstream reporting

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.

Ticket5 stepsUpdated for HubSpot seat pricing
OutcomeEvery closed ticket carries a permanent, simple met-or-missed value, so a report built later does not have to reason about live SLA status fields that keep changing while the ticket is open.
Workflow maptickets-sla-042
Ticket status becomes Closed leads to Native SLA status?. Native SLA status? leads to met: Set sla_outcome = met; missed: Set sla_outcome = missed; no target applied: Set sla_outcome = not_tracked. Set sla_outcome = met leads to Stamp sla_outcome_date. Set sla_outcome = missed leads to Stamp sla_outcome_date. Set sla_outcome = not_tracked leads to Stamp sla_outcome_date. met missed no target applied Ticket status becomes Closed Native SLA status? Set sla_outcome = met Set sla_outcome = missed Set sla_outcome = not_tracked Stamp sla_outcome_date
Ticket status becomes Closed leads to Native SLA status?. Native SLA status? leads to met: Set sla_outcome = met; missed: Set sla_outcome = missed; no target applied: Set sla_outcome = not_tracked. Set sla_outcome = met leads to Stamp sla_outcome_date. Set sla_outcome = missed leads to Stamp sla_outcome_date. Set sla_outcome = not_tracked leads to Stamp sla_outcome_date. Ticket status becomes Closed Native SLA status? met Set sla_outcome = met missed Set sla_outcome = missed no target applied Set sla_outcome = not_tracked Stamp sla_outcome_date

When to use it, when not to

Use it

  • Use it when your native SLA status properties are designed to reflect the current, live state of an open ticket and are not necessarily meant as a stable historical record once the ticket closes (check in your portal: confirm whether HubSpot's native SLA status properties freeze their value at closure automatically, or whether they can still reflect target changes after the fact, since pipeline SLA target edits could otherwise retroactively change what "met" meant for an old ticket).
  • Use it when a dashboard or export needs one clean, always-two-value field (met or missed) instead of parsing several native properties (hs_ticket_time_to_close__missed-style internal fields, priority-specific targets, and so on) (check in your portal: exact native property names for SLA met/missed status in the current API version).
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Skip it

  • Do not use it if your native SLA status is already reportable directly and stable once a ticket closes; building a duplicate snapshot property adds maintenance for no real gain in that case.
  • Do not use it as a substitute for actually investigating missed SLAs; this stamps a fact, it does not explain why the SLA was missed.
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The rest of this spec

Prerequisites · 3 items

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

Enrollment · 4 parts

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

Steps · 5 numbered actions

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 · 5 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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