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Workflows

With workflows you control when and where you want to receive notifications about issues, tunnel the right information to the relevant person or team, and enrich your issue's notifications with additional New Relic data.

What is an issue?

Issues are groups of incidents that describe the underlying problem of your symptoms. When a new incident is created, incident intelligence opens an issue and evaluates other open issues for correlations. For more information see Use Incident Inteligence.

For a look at workflows and destinations in action, watch this short YouTube video (3:54 minutes):

How are workflows triggered?

A Workflow is triggered by issue events for issues that match the workflow filter. The following events trigger workflow and send notifications to the relevant destination end-points.

Trigger Event

Description

Example

Destinations Notified

STATE_CHANGE

An issue is activated or closed

The issue state changes from CREATED to ACTIVATED or from ACTIVATED to CLOSED

Webhook, Slack, Event Bridge, ServiceNow, Email, Jira, Mobile App, PagerDuty

INCIDENT_ADDED

New Incident added to an issue

The issue has 1 incident and now has 2 incidents

Webhook, Event Bridge, Jira, ServiceNow

INCIDENT_CLOSED

An Incident in the issue was closed

The issue had 2 incidents open and now has 1 incident open and 1 incident closed

Webhook, Event Bridge, Jira, ServiceNow

CLOSE_INACTIVE or CLOSED_TTL

The Issue closed due to inactivity

The defined idle time for an issue has passed and the issue closes automatically

Webhook, Slack, Event Bridge, ServiceNow, Email, Jira, Mobile App, PagerDuty

USER_ACTION

Closed by a user action

A user closed or acknowledged the issue from the New Relic issue page

Webhook, Slack, Event Bridge, ServiceNow, Email, Jira, Mobile App, PagerDuty

PRIORITY_CHANGED

The priority of the issue changed

The priority of the issue was changed to CRITICAL from HIGH

Webhook, Event Bridge, Jira, ServiceNow

MERGE_REQUEST

This issue was merged to another issue

Correlation merged 2 issues together closing this issue

Webhook, Slack, Event Bridge, ServiceNow, Email, Jira, Mobile App, PagerDuty

MERGE_REQUEST

Another issue was merged into this issue

Correlation merged 2 issues together closing the other issue and keeping this issue open

Webhook, Slack, Event Bridge, ServiceNow, Email, Jira, Mobile App, PagerDuty (account integration)

Required capabilities

Using workflows require specific capabilities.

  • To access destinations: View capabilities for Applied intelligence > Destinations or Alerts.
  • To access workflows: View capabilities for Applied intelligence > Workflows.
  • To create workflows: Modify capabilities for Applied intelligence > Workflows and Applied intelligence > Channels.
  • To modify workflows: Modify capabilities for Applied intelligence > Workflows and all capabilities for Applied intelligence > Channels.
  • To delete workflows: Delete capabilities for Applied intelligence > Workflows and Applied intelligence > Channels.

Add a workflow

The workflows feature is located under the Alerts & AI menu.

  1. Go to one.newrelic.com > Alerts & AI > Enrich and Notify > Workflow > Add a workflow.

  2. Name your workflow. This field is mandatory and needs to be unique.

  3. With workflows, filter your issues and send them to the relevant destination. You can build a query to filter the right issues.

Tip

To set up seperate notifications on WARNING violations, filter by issues with a priority equal to HIGH (Warning).

  1. Build a query by selecting an attribute, operator and value/s to narrow down the right issues you want to be passed on.

  2. Recommended: filter issues by team tag so all teams can be notified when their entities are included in an issue. Steps can be found in the demo below:

For some tips on using tags, see this Explorers Hub post on workflow patterns.

  1. Optional: Enrich your data.
  1. Notify: Choose one or more destinations and add an optional message.

    Tip

    In any destination channel, start typing and a variable menu will open up. You'll see the names of the variables, which will be replaced with the variable's values at runtime. To use the enrichers' results, use their name.

  1. Click update message once completing the notifier requirements
  2. Optional: Test your workflow. We'll use existing data from your account to send a sample notification with your new configuration. The test only works if there are existing issues that match the filter. If there isn't any data, you'll see this message: We don’t see any issues matching your filter. That doesn’t mean it won’t work.
  3. Click activate to complete the workflow.

Important

The initial limit to the number of workflows you can add is 1000 per environment, and 1000 per account. Please reach out to your account representitive if you would like this number to be increased.

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