Outcome. A support ticket confirmed as a genuine product bug creates a linked engineering-facing record automatically, with the two records associated so either team can navigate straight to the other's context.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-044
flowchart TD
A[Ticket status becomes Confirmed bug] --> B{engineering_escalated already true?}
B -->|yes| C[No action, already handed off]
B -->|no| D[Create Bug Report custom object record]
D --> E[Associate Bug Report with ticket]
E --> F[Set engineering_escalated = true]
F --> G[Notify engineering intake]
When to use it, when not to
- UseUse it once a custom object for engineering issues (for example "Bug Reports") already exists in your data model, with a defined association to the ticket object; custom objects are an Enterprise-only capability and creating the object schema itself happens in Settings > Objects, not in this workflow (https://knowledge.hubspot.com/object-settings/create-custom-objects).
- UseUse it when support and engineering track work in genuinely different systems of record inside the same portal, and a rep marking a ticket as "confirmed bug" should not have to also manually open and fill out a second record by hand.
- SkipDo not use it if engineering tracks bugs in an external tool (Jira, Linear, and similar); that is a webhook or native integration problem, not a custom object handoff, see Variants.
- SkipDo not use it if a simple property on the ticket itself (a "confirmed bug" checkbox plus a tag) already gives engineering enough visibility through a shared view or list; a second object adds real overhead, worth it only if engineering's own record needs fields and a lifecycle that do not belong on a ticket.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.3 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
