Hello.
I haven't gotten that far yet, but in FAQ (http://faq.otrs.org/otrs/faq.pl), I found this link:
FAQ Article: Is it possible to customize OTRS? http://faq.otrs.org/otrs/faq.pl?Action=&ID=34&SessionID=
There is info pertaining to customization in Chapter 17 of the documentation (http://doc.otrs.org/1.3/en/html/), also.
I'd suggest finding the appropriate .dtl file in the OTRS folders, "Kernel/Output/HTML/Standard/" and ""Kernel/Output/HTML/Lite/" once you find out which filename to look for in the [module?] code for that screen.
I'd also take a look at the mailing list thread, 'http://www.mail-archive.com/otrs@otrs.org/msg07210.html', and the reply. There may be more threads available if you perform a search on 'dtl' in 'http://www.mail-archive.com/otrs@otrs.org/ and see what comes up.
Hope this helps to get you started.
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