Alerts and applied intelligence notification integrations

Integrate New Relic with Atlassian Jira (Cloud) and automatically create, update, and close Jira issues.

Permissions

The required permissions from the Jira API-Token are BROWSE_PROJECTS, ASSIGN_ISSUES, CLOSE_ISSUES, CREATE_ISSUES, EDIT_ISSUES, RESOLVE_ISSUES, TRANSITION_ISSUES, USER_PICKER, and ADD_COMMENTS.

To enable the two-way sync toggle, the provided Jira API-Key must have an Admin role.

Set up a Jira destination

Create Jira issues, then enable Jira and New Relic to share updates, and stay synced.

To create a Jira destination follow these steps:

1. Go to one.newrelic.com > Alerts & AI, click Destinations, and then select Jira.

2. Enter the following information:

   • Name: Custom name to identify the destination.

   • URL: The URL of the destination.

   • Username: The email address of the user.

   • API token: generated from your Atlassian account.

Before saving the destination, we recommend you click the Test connection button to check your connection.

Two-way sync

Two-way sync is applicable for workflows. To enable it, turn on the two-way integration toggle.

When turned on, a Jira Webhook is created in your Jira account. The webhook contains access details to New Relic (URL and API key).

Sync with NewRelic Workflows

• Closure of New Relic Issue is triggered when the JIRA issue status changes to done.

• Acknowledgment of New Relic Issue is triggered when the JIRA issue status changes to in-progress.

Configure the message template in Workflows

To configure a template for a Jira issue follow these steps:

1. Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a new workflow button.

2. Choose a destination. You can also create a new destination at this stage.

3. Upon successful connection to the destination, choose a project, and then select the Jira issue type you would like to be used.

4. Once the issue-type is selected, the configured project's fields are fetched from your account and automatically mapped to your Jira instance.

To help you get started, we automatically populate the required and recommended fields and values. Required fields must include a value.

Send a test notification

Click a test notification with default field values to see the JIRA issue.

If successful, there'll be a link to view the incident in JIRA.

Integrate New Relic with ServiceNow ITSM and automatically create, update, and resolve ServiceNow incidents.

Roles

As part of the integrations, we fetch fields from the your ServiceNow incident table, and other optional values. We require the following permissions:

• Full read permissions for the tables sys_dictionary, sys_choice, sys_user, and task.
• Read/write permission to incident.
• To fetch users for the caller column, we need read permissions for the sys_user table.

The out-of-the-box non-granular roles personalize_choices, personalize_dictionary, rest_service or snc_platform_rest_api_access, and itil have the above permissions.

Read/write permissions to the api_key_credentials table are required to enable two-way integration. The roles credentials_admin and discovery_admin provide these.

Set up a destination

To create a ServiceNow destination follow these steps:

1. Go to one.newrelic.com > Alerts & AI, click Destinations, and then select ServiceNow.

2. Enter the following information:

   • Destination Name: Custom name to identify the destination.

   • Domain: The URL of the destination.

   • User-name: The name of the user.

   • Password: The user's password.

Before saving the destination, we recommend testing the connection by clicking the Test connection button.

Two-way sync

To configure the two-way integration:

1. Turn on the two-way integration toggle.

2. Open and download this XML file, which includes the business rule triggering events back to New Relic.

3. In the ServiceNow sidebar menu, go to System Definition > Business Rules.

4. Click the menu icon in one of the column headers, select Import XML, and upload the XML file you downloaded.

Once the destination is saved, a New Relic API key is kept in api_key_credentials. The key is sent in a header as part of the callback REST call to New Relic.

Sync with workflows

• Closure of New Relic issue is triggered when the ServiceNow incident state changes to resolved.
• Acknowledgment of New Relic Issue is triggered when the Servicnow incident state changes from open.

Configure the message template in workflows

Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a new workflow button, and choose a ServiceNow destination.

Upon a successful connection, ServiceNow incident table columns are fetched from your account and automatically mapped to your ServiceNow instance.

To help you get started, the required and recommended fields are pre-populated with default values.

When you add a custom value for a supported field, you can add a dynamic value from the issue payload or write your own value.

You can remove any non-required field and add your own.

Send a test notification

Click on Send test notification to see ServiceNow incidents with default field values. If successful, there is a link with the created incident.

Send notification messages to your Slack channels.

See how to migrate from your old slack webhook destination to the new slack app if you need more information about it.

Prerequisites

Your Slack workspace needs to have the New Relic application(or the EU App for one.eu.newrelic customers) installed. A workspace administrator must approve the application before you can individually install it. Please contact support@newrelic.com for app support.

Set up a Slack destination

Go to one.newrelic.com > Alerts & AI, click Destinations, and then select Slack.

Click the Authenticate in one click button to go to the Slack landing page, and continue the OAuth2 authentication process. If you're not signed into the required workspace, you're redirected to Slack to sign in.

Add your workspace name or select the relevant workspace, and click Continue.

When signed in to the selected workspace, allow New Relic to perform the specified actions.

Click Allow, and return to the destination page.

Configure the Slack message template in Workflows

Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a workflow button. Select a destination (Workspace) and a Slack channel to send messages. You can create a new destination if there is no pre-defined destination for the required workspace. For privacy reasons, users need to be authenticated once to select private channels. When selecting a private channel, the bot will automatically be added to the channel.

You can use the default notification or enrich it with custom details. Pick variables from the variables menu and apply handlebars syntax to enrich your payload.

Click the Send test notification button to send a test notification with a pre-defined example payload to the channel. This creates a message in the selected Slack channel.

Use the webhook notifier to send the notification messages to any endpoint you like.

Set up a webhook destination

To create a webhook destination follow these steps:

1. Go to one.newrelic.com > Alerts & AI, click Destinations, and then select Webhook.

2. Enter the following information:

   • Webhook name: Reference name for your webhook.
   • Endpoint URL: The endpoint of the target application, authentication and custom headers if needed.
   • Use authorization: (Optional) You can choose between basic authentication or bearer token.
   

Two-way sync

For notifications sent from workflows, you can acknowledge or close issues using Nerdgraph.

Configure the webhook event template

Pick a webhook destination from the list, and configure the HTTP-POST request.

The request configuration requires you to:

1. Set a name for the template.
2. Select a pre-configured destination from the destinations list or create a new one.
3. Add custom headers (optional).
4. Configure the request's payload.

Customize the webhook payload in Workflows

Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a new workflow button and select a Webhook destination.

You can use the default payload or customize it to contain the required data. Pick variables from the variables menu and apply handlebars syntax to enrich your webhook.

The Preview section on the right hand-side shows an expected payload after the template is rendered. If the payload doesn't form a valid JSON, there'll be an error and you couldn't save the template.

If the webhook payload conforms to a valid JSON, you can send a test notification to your defined webhook destination.

We recommend sending a test notification to make sure that everything's connected correctly.

The email destination is created automatically when you choose Email as the notification channel for a workflow, so you don't need to configure that from the Destinations menu. Each email destination is unique to the workflow associated with it, and this means that it may appear as a duplicate in the destinations feed.

To send an email notification:

1. Go to one.newrelic.com > Alerts & AI.

2. Select Workflows on the left navigation panel.

3. Click + Add a workflow.

   

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

5. Filter the data you need. You can choose between Basic and Advanced options to add the issues you want to send.

6. Click Additional settings to enrich your data. Enable Enrich your data to build a NRQL query.

7. Click Save and exit.

8. Select Email as notification method.

   

9. Add the emails you want to send notifications to. You can add one or more recipients.

   • You can find users with New Relic accounts by searching for their email address.
   • To add a user without a New Relic account or email distribution list, enter their full email address.
   • Each list of email addresses added to the email settings will create its own unique destination, which will appear in the destination feed.
   • You can follow the email notifications per destination in the notifications log.

10. Customize the email message.

    • For the email subject, you can use the default payload or customize it to contain the required data.
    • The email body includes default data that can't be changed but you can also add your own customized additional details. These customizations appear under the Custom Details section.
    • To enrich the email, pick variables from the variables menu and apply handlebars syntax.

11. Click Send test notification to make sure the email notifications reach the inbox.

12. Click Save.

13. Click Activate workflow.

From the Workflow main page, you can enable, edit, delete, or copy workflow id to clipboard the created workflow.

Use New Relic and AWS EventBridge to customize and deliver notifications to targets like AWS Lambda, Amazon simple notification service (SNS) queues, CloudWatch Logs, and others.

Set up an EventBridge destination

To create an AWS EventBridge destination follow these steps:

1. Go to one.newrelic.com > Alerts & AI, click Destinations, and then select AWS EventBridge.

2. Enter the following information:

   • Name: Custom name to identify the destination.

   • AWS region: This is your AWS regional endpoint. Select the region where your event source is hosted.

   • AWS account ID: Your AWS account ID. This is a 12-digit number.

   

Choose your event source

Once you've configured your EventBridge destination with your AWS account ID, when you create a new event source, it's available in EventBridge.

1. Select or create a destination name.

2. Select or create an event source.

   When you create a new event source, it's created in your AWS EventBridge account as an integration partner event source.

   Associate the event-source in your AWS account, and create a rule

3. Associate the event source with an event bus. In the AWS EventBridge console, choose Partner event sources in the navigation pane.

   Select the button next to the partner event source and then choose Associate with event bus.

   The status of the event source changes from Pending to Active, and the name of the event bus updates to match your event source name. You can now start creating rules that match events from New Relic.

4. Create a rule for the event bus.

   To react to notifications sent from New Relic, you need to create rules with an event-pattern that filters-in New-Relic events.

   

   Use this AWS doc on how to create an event source rule for more detailed instructions.

   Configure the message event template in Workflows

   Navigate to workflows, click on an existing workflow or the "Add a new Workflow" button and choose the eventbridge destination. When you send notifications from New Relic to EventBridge, you can use a message template to customize that notification. Follow the steps to configure a message template for an EventBridge destination:

   You can use the default template or customize your own.

   If you want a customized template, choose variables from the variables menu and apply handlebars syntax to enrich your events.

   The EventBridge API requires JSON. See our JSON usage examples. The template preview shows the rendered JSON.

   Once the event template conforms to a valid JSON, you can send a test notification to AWS EventBridge.

Integrate New Relic with PagerDuty to automatically create, update, acknowledge and resolve PagerDuty incidents.

We offer two ways to integrate with PagerDuty:

• Account level integration using REST API Keys (recommended): The integration is fully automatic and supports two-way sync and the ability to define multiple PagerDuty services on a single New Relic destination.

• Service integration using Events API keys: The single service integration uses the service level integration key, and requires a separate New Relic destination for each unique PagerDuty service.

Account level integration

The integration is fully automatic and supports two-way sync and the ability to define multiple PagerDuty services on a single New Relic destination.

Permissions

This integration requires permission to perform the following actions:

• List services

• Create an integration

• Create a webhook subscription

• Create a note

• List teams

• List users

This integration requires a REST API Key. There are two types of REST API keys in PagerDuty:

• General access key: It includes all the permissions listed above and PagerDuty Admins and Account Owners have access. See PagerDuty instructions.

• Personal user tokens: If your account has advanced permissions, you can create unique personal REST API keys. Requests made using personal REST API keys are restricted to the user's permissions. If you choose to provide a user token API key, make sure it has the required permissions described above. See PagerDuty instructions.

  Tip

  For personal user tokens, we recommend you use a dedicated integration user that does not belong to a real user.

Set up a destination

To create a PagerDuty destination follow these steps:

1. Go to one.newrelic.com > Alerts & AI, click Destinations, and then select PagerDuty.

2. Enter the following information:

   • Name: Custom name to identify the destination.

   • API Key: For this integration, you will be asked to provide a REST API Key. There're two types of REST API keys in PagerDuty, general access and user tokens.

Before saving the destination, we recommend testing the connection by clicking the Test connection button.

Two-way sync

To enable two-way sync, turn on the two-way integration toggle.

When turned on, a PagerDuty subscription is created at a later stage for the selected PagerDuty service (see customize a message template). The webhook contains access details to New Relic (URL and New Relic API key).

By default, any change of state to the PagerDuty incident created by New Relic will sync back to New Relic.

Sync with New Relic workflows

• The closure of a New Relic issue is triggered when the PagerDuty incident is resolved.

• The acknowledgment of a New Relic issue is triggered when the PagerDuty incident is acknowledged.

Configure the message template in Workflows

To configure the message template:

1. Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a new Workflow button and choose the PagerDuty notifier.

2. Choose a destination. You can also create a new destination at this stage.

3. Select a PagerDuty service.

4. Select a user. New Relic will post notes in behalf of selected user.

5. Send details to the Custom Details section in Pagerduty. You can use the default payload or customize it using free text or dynamic variables from the issue payload. Pick variables from the variables menu and apply handlebars syntax to enrich your payload. The preview section on the right hand-side shows an expected payload after the template is rendered. If the payload doesn't form a valid JSON, an error will be shown and it won't be possible to save the template.

   Note that custom details in PagerDuty Alerts is automatically populated.

Send a test notification

You can see how the PagerDuty incident will appear by clicking a test notification with default field values. If successful, a incident will be created and a link will appear.

Service integration

This integration requires to set up a New Relic PagerDuty integration in the service you would like New Relic to create incidents in.

To create a New Relic integration in the PagerDuty service follow these steps:

1. Go to Services > Service Directory and select the service where you'd like to add the integration.

2. Select the Integrations tab Add another integration.

3. Find and mark the New Relic integration in the list and click Add.

   

4. Click on the right to view and copy your Integration Key.

   

Configure the message template

To configure the message template:

1. Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the + Add a new workflow button and choose the PagerDuty notifier.
2. Choose a destination. You can also create a new destination at this stage.
3. (Optional) Edit the default incident summary.

Note that custom details in PagerDuty Alerts is automatically populated.

Send a test notification

You can see how the PagerDuty incident will appear by clicking a test notification with default field values.

Send push notifications to your New Relic iOS or Android mobile apps.

Set up a mobile push destination

To create a mobile push destination, you need the following:

• Push destination name: A unique destination name.

• User id: This will be automatically filled in based on the current logged in user.

  Important

  Currently you're restricted to creating mobile push destinations for the current logged in user with modify capabilities. You may only create a single push destination for your user. If you try to create more then one, an error will pop up. Before saving the destination, we recommend you test the connection via the Test connection button.

Configure when to receive push notifications in workflows

Go to one.newrelic.com > Alerts & AI > Workflows and click on an existing workflow, or the +Add a new workflow button and choose the mobile notifier. To configure a mobile push, click on the mobile notifier and select the desired destination.

Webhook template for Atlassian Opsgenie

Send notifications from Workflows to Opsgenie using using a webhook template Opsgenie webhook template for workflows

Webhook template for Splunk On-call

Send notifications from Workflows to Splunk On-call using a webhook template Splunk On-Call webhook template for workflows

Webhook template for xMatters

Send notifications from Workflows to xMatters using a webhook template.

{
{{#if nrAccountId}}"account_id": {{nrAccountId}},{{/if}}
"account_name": {{json accumulations.tag.account.[0]}},
{{#if accumulations.tag.action}}"action":{{json accumulations.tag.action.[0]}},{{/if}}
"closed_violations_count": {
    "critical": {{#if closedIncidentsCount}}{{closedIncidentsCount}}{{else}}0{{/if}},
    "warning": 0,
    "total": {{#if closedIncidentsCount}}{{closedIncidentsCount}}{{else}}0{{/if}}
},
"condition_family_id": {{accumulations.conditionFamilyId.[0]}},
"condition_id": {{accumulations.conditionFamilyId.[0]}},
"condition_name": {{json accumulations.conditionName.[0]}},
{{#if accumulations.evaluationName}}"condition_metric_name": {{json accumulations.evaluationName.[0]}},{{/if}}
{{#if accumulations.evaluationMetricValueFunction}}"condition_metric_value_function": {{json accumulations.evaluationMetricValueFunction.[0]}},{{/if}}
"current_state": {{#if issueClosedAt}}"closed"{{else if issueAcknowledgedAt}}"acknowledged"{{else}}"open"{{/if}},
"details": {{json issueTitle}},
"duration": {{#if issueDurationMs}}{{issueDurationMs}}{{else}}0{{/if}},
"event_type": "INCIDENT",
"incident_acknowledge_url": {{json issueAckUrl}},
"incident_url": {{json issuePageUrl}},
"incident_id": {{json issueId}},
"metadata": {
    {{#if locationStatusesObject}}"location_statuses": {{locationStatusesObject}},{{/if}}
    {{#if accumulations.metadata_entity_type}}"entity.type": {{json accumulations.metadata_entity_type.[0]}},{{/if}}
    {{#if accumulations.metadata_entity_name}}"entity.name": {{json accumulations.metadata_entity_name.[0]}}{{/if}}
},
"open_violations_count": {
    "critical": {{#if openIncidentsCount}}{{openIncidentsCount}}{{else}}0{{/if}},
    "warning": 0,
    "total": {{#if openIncidentsCount}}{{openIncidentsCount}}{{else}}0{{/if}}
},
"policy_name": {{json accumulations.policyName.[0]}},
{{#if policyUrl}}"policy_url": {{json policyUrl}},{{/if}}
"radar_entity": {
    "accountId": {{json accumulations.tag.accountId.[0]}},
    "domain": {{json accumulations.conditionProduct.[0]}},
    "domainId": {{json issueId}},
    "entityGuid": {{json entitiesData.entities.[0].id}},
    "name": {{#if accumulations.targetName}}{{json accumulations.targetName.[0]}}{{else if entitiesData.entities}}{{json entitiesData.entities.[0].name}}{{else}}"NA"{{/if}},
    "type": {{#if entitiesData.types.[0]}}{{json entitiesData.types.[0]}}{{else}}"NA"{{/if}}
},
{{#if accumulations.runbookUrl}}"runbook_url": {{json accumulations.runbookUrl.[0]}},{{/if}}
"severity": {{#eq HIGH priority}}"WARNING"{{else}}{{json priority}}{{/eq}},
"state": {{json state}},
"status": {{json status}},
"targets": [
    {
        "id": {{#if entitiesData.entities.[0].id}}{{json entitiesData.entities.[0].id}}{{else if accumulations.nrqlEventType}}{{json accumulations.nrqlEventType.[0]}}{{else}}"N/A"{{/if}},
        "name": {{#if accumulations.targetName}}{{json accumulations.targetName.[0]}}{{else if entitiesData.entities}}{{json entitiesData.entities.[0].name}}{{else}}"NA"{{/if}},
        "link": {{json issuePageUrl}},
        "product": {{json accumulations.conditionProduct.[0]}},
        "type": {{#if entitiesData.types.[0]}}{{json entitiesData.types.[0]}}{{else}}"NA"{{/if}},
        "labels": {
            {{#each accumulations.rawTag}}{{#if this.[0]}}"{{@key}}":{{json this.[0]}},{{/if}}{{/each}}
            "NewRelic": "targetLabels"
        }
    }
],
"timestamp": {{#if closedAt}}{{closedAt}}{{else if acknowledgedAt}}{{acknowledgedAt}}{{else}}{{createdAt}}{{/if}},
"timestamp_utc_string": {{json issueUpdatedAt}},
"version": "1.0",
{{#if accumulations.conditionDescription}}"VIOLATION DESCRIPTION": {{json accumulations.conditionDescription.[0]}},{{/if}}
{{#if violationChartUrl}}"violation_chart_url": {{json violationChartUrl}},{{/if}}
"violation_callback_url": {{json issuePageUrl}}
}