How to alert collaborators of Service Desk via email?

Hi.
I encountered a problem, that I need to send an email notification to my service desk collaborators ( I am an agent). I created a custom rule, when the new issue type = bug is created there is an alert to specific users (those, who are collaborators in Service Desk). But they do not get any email notification, only an internal comment in the ticket itself. Definitely, they do not check every bug, thus do not see that this one needs their attention. 
The email gets only agents.
How to make Service Desk send the notification via email to collaborators?
Thank you. 

1 answer

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Paulo Hennig Atlassian Team Oct 05, 2015

Hello Julia,
Your automation rule seems to be right (As per your description), may I also know if the option is set to Run as the user who triggered the rule? In additional, are the log files showing any hint about this? 

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