We have created some triggers when a user submits a ticket as priority "critical". A case that is labeled "critical" sends e-mail to all support agents and ask them to cancel vacation, sleep.. you name it and get all hands aboard to help fix the problem.
The problem is that quite a lot of users misuse this status. It is not at all uncommon that a user enter the case as "critical" when the subject is about a mouse with slow response, a forgotten password or other obviously non-critical scenarios.
We have tried to remedy this by having a text under the field explaining that "critical" is only to be used in life-or-death situations when the company risk bankruptcy if it is not resolved. But people don't read text like that.
So, could anyone hint to me how I could write some code so that when a user sets priority "critical" they get a popup-window where I can write some appropriate text, like "Please be aware that bla bla ..." and the OK button would have the text "I understand".
I know it is not bulletproof, but I think such a popup would get some 90% of the users to think twice about choosing the right status.
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