How to open /opt/RT/etc & add email aliases?

Hello - I apologize, I am trying to figure out how RT is configured. I have inherited RT and I am completely new to it. I’ve been tasked to create a new ticket queue and I am trying to setup the email aliases on the Linux server in order for my new Change Management queue to work. Am I supposed to go to /opt/RT/etc? If so, how do I open to edit within bash? Forgive me again I am trying to learn RT.

Thank you so much!

Do you know how email is getting to the RT server? If you are using your /etc/aliases file to decide where your email is sent to in RT then you can add a new rt-mailgate entry there:

https://docs.bestpractical.com/rt/4.4.4/rt-mailgate.html#SETUP

What I did is opened - [root@col-rt4 etc]# vi aliases

added

hd-change-management: “|/opt/rt4/bin/rt-mailgate --queue hd-change-management --action correspond --url https://rt.mydomain.com/rt/
hd-change-management-comment: “|/opt/rt4/bin/rt-mailgate --queue hd-change-management --action comment --url https://rt.mydomain.com/rt/

Then :wq

Then I newaliases from etc

How would I check how email is getting to RT? THANK YOU!

Depending on how email is setup for the server it may be as easy as sending an email to hd-change-management@mydomain.com.

if the email doesn’t get there then the you may need to have your email admin create the new email/rule