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SLA breach webhook to an external paging/on-call tool

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: Data Hub Professional.

Ticket2 stepsUpdated for HubSpot seat pricing
OutcomeAn SLA breach on a live ticket reaches whoever is on call through the paging tool the team already trusts for incidents, instead of depending on someone actually reading an internal HubSpot email notification in time.
Workflow maptickets-sla-045
sla_breach_flag becomes true, priority Urgent leads to paging_webhook_sent already true?. paging_webhook_sent already true? leads to yes: No action, already paged; no: Webhook POST to paging tool. Webhook POST to paging tool leads to Set paging_webhook_sent = true. yes no sla_breach_flag becomes true, priority Urgent paging_webhook_sent already true? No action, already paged Webhook POST to paging tool Set paging_webhook_sent = true
sla_breach_flag becomes true, priority Urgent leads to paging_webhook_sent already true?. paging_webhook_sent already true? leads to yes: No action, already paged; no: Webhook POST to paging tool. Webhook POST to paging tool leads to Set paging_webhook_sent = true. yes no sla_breach_flag becomes true, priority Urgent paging_webhook_sent already true? No action, already paged Webhook POST to paging tool Set paging_ webhook_sent = true

When to use it, when not to

Use it

  • Use it when the team already runs an on-call rotation in a dedicated paging tool (for example a system that pages by phone, SMS, or a mobile push, not just email) and wants SLA breaches on customer tickets to page the same way a server alert would.
  • Use it once tickets-sla-003 or tickets-sla-005 is already live and reliably firing on breach; this fiche adds an external paging channel on top of that internal alerting, it does not replace the underlying breach detection.
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Skip it

  • Do not use it for every ticket breach indiscriminately; paging tools are built for urgent, wake-someone-up situations, reserve this for Urgent-priority breaches or a defined subset, or the team starts ignoring pages the way they might ignore a noisy inbox.
  • Do not use it without confirming the native Webhook workflow action is actually available on your tier; sending an outbound webhook from a workflow is an Data Hub Professional capability, not included in Service Hub Professional alone. The send a webhook action requires Data Hub Professional or Enterprise (https://knowledge.hubspot.com/workflows/choose-your-workflow-actions).
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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 · 4 parts

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

Steps · 2 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 · 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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