Summary: We made a new tool called the „BigBox” extension for RT. It shows special information right at the top of a ticket page. This means users can see important information easily without clicking around. This helps solve problems faster and makes everyone happier.

Git, source code: We still have some work to do to polish the source code, we’ll post that when we’re done. If you need this plugin earlier, let us know and we’ll share the current state of the code.

We created an exciting extension on the block that takes RT’s capabilities up a notch – the „BigBox” extension. This extension, designed to highlight custom fields of type wikitext that incorporate specific markers, opens up new possibilities for case management and customization within RT.

In the default setup of the extension, the BigBox type custom field is positioned above the case history section in the base view of the case. This strategic placement ensures that important and relevant information is readily accessible to support without the need to navigate through multiple tabs or sections. The custom field can be edited in a larger textarea or using CKEditor.

With its ability to strategically position these custom fields above the case history section, the extension ensures that crucial information is readily available to support, ultimately leading to more efficient issue resolution and improved customer satisfaction. As businesses continue to seek ways to enhance their support and case management processes, the BigBox extension stands out as a game-changing solution that combines functionality, user-friendliness, and collaboration in one powerful package.

The extension is available for both RT 4.4.x and RT 5.0.x.

If you have any questions regarding the extension, please feel free to reach out to us at the following email address: or you can contact us: here.