They seem to have created a specialized template. Look at the wiki
(wiki.bestpractical.com) for “Cleanly customize RT” for how to create
your own web templates.
Speaking of custom templates, has anyone done one to conserve screen
space on the ticket display while still showing a few metadata items?
I’d like to see status, the requestor, creation date, and an indication
of whether any links exist. Would it be possible to squeeze these
on the colored bar of the corresponding collapsed metadata item
field and make that the default view so you could still click the
x to expand or item name to edit those fields. Or, perhaps put
all of those things in a few lines on the collapsed top metadata
header which might look a little cleaner and save more space.