Alert details and responses (document deprecated)

Note: This document only applies to some of our larger existing customers whose accounts were too large to use the automated update scripts when Alert Policies were rolled out.

When an event triggers an alert, the alert summary information automatically appears on your New Relic dashboard's Recent Events list. For details about the alert, including history and charts, click the alert's corresponding link. From the details page you can also acknowledge that you received the alert notification.

Tip: To filter the Recent Events list to a specific type of event, click the corresponding icon. You can also view dashboard details about alerts, errors, and deployments by selecting Applications > (selected app) > Events or by selecting Tools > Alerts.

Alert triggers

When an Apdex or Error Rate problem triggers an application alert, New Relic sends an initial notification. If availability monitoring detects a site outage while the alert is still open, it escalates the problem to a Downtime alert and sends another notification. When all Critical or Downtime problems are resolved, New Relic sends one final, closing notification.

Caution Events
Applications > (selected app) > Recent Events: Here is an example of a Critical event (red) and Closed notification (envelope icon) for an app.

New Relic does not immediately create problem events when a threshold is crossed. For example, if your Apdex score goes below your Critical threshold, New Relic does not immediately turn your app's traffic light to red or send an alert. This helps avoid excessive notifications and "flapping" of alerts. Depending on the alert type, it usually takes a couple of minutes before New Relic determines the problem is not just a temporary spike and changes the traffic light to red.

New Relic requires a minimum data sample before triggering problem events. For example, evaluating alerts for idle applications often results in excessive events and messages. If your application is getting fewer than ten requests per minute, it does not trigger an Error Rate or Apdex alert.

Note: New incidents are created for an application only when there are no currently open incidents. If you want to test your alert thresholds:

  1. Adjust your alert thresholds so that all application traffic lights turn green.
  2. Wait 15 minutes, and then view the application's Recent Events list to verify there are no open threshold incidents.
  3. Lower one of the threshold settings to a value that should cause an incident, and wait the appropriate interval.
  4. Look for a new incident on the Recent Events list and for any alert notifications you have set up (such as email).

Acknowledging alerts

Optional: From the alert's details page, click Acknowledge alert. This sends an email to your team that you have acknowledged the event. New Relic automatically records your name in the alert and lists it on the alert's page.

Caution Events
Applications > (menu or selected app) > Recent Events > (event link): Here is an example of alert details when you click an alert's corresponding link.

Tip: The New Relic for iOS app also includes an Acknowledge button for email and push notifications.

Apdex vs. response time alerts

New Relic does not trigger alerts for response times. We believe that the Apdex score provides a better reflection than average response time for how your application performs. For example, average response times can be skewed by outliers, while the Apdex score gives a more accurate assessment of acceptable response time rates that your users experience.

Alerts on Apdex scores are almost always meaningful and deserve a higher level of attention. For more information, see Viewing your Apdex score.

For more help

Additional documentation resources include:

  • Alerts dashboard (New Relic dashboard with a table listing alerts history that you can drill down into details)
  • Errors dashboard (New Relic dashboard with a chart of error rate percentages for the selected time period and a list of error messages to drill down)

If you need additional help, get support at support.newrelic.com.