Notification channels: Controlling where to send alerts

New Relic Alerts provides different options to provide notification channels for sending alerts when incidents are opened, acknowledged, or closed.

To request your company's product to be added to the supported channels for New Relic Alerts, fill out New Relic's new partner application.

Types of notification channels

New Relic Alerts supports these types of destinations as notification channels for alerts. Some of these notification channel types are also available with New Relic's legacy alerting system. Depending on which alerting system you use, New Relic's user interface lists the available notification channel types.

User

For your convenience, New Relic Alerts automatically loads all users and their email addresses for the selected account. If your New Relic account has one or more sub-accounts, the notification channel includes only users for the master account or sub-account you have currently selected.

To view the Users list or add users to alert policies: From the New Relic menu bar, select Alerts > Notification channels > Users.

A user channel also sends push notifications to any of the user's registered mobile devices. A device is registered if the user has logged into New Relic using the mobile app on the device.

Email

To add an email channel, follow these guidelines:

Field Description
Email (required)

For easier maintenance, add a single email address to a single alert notification channel. You can add as many channels as you want to the alert policy.

If you want to use the email channel for more than one email, create an email group or alias outside your New Relic account. These email addresses can be the same as or different from New Relic account email addresses.

Users cannot unsubscribe from alert email notifications. The account Owner or Admin must remove users from the policy's notification channel.

Include JSON attachment (optional) To include a JSON attachment with the email notification, select this checkbox.
HipChat

Before adding HipChat notifications to New Relic, you must have an existing HipChat account to provide the following required information:

Field Description
Channel name (required) A meaningful name for this notification channel (maximum 64 characters). For example, if the Hipchat Room name is 123456, you could identify the Channel name as Network Ops Center HipChat.
v1 Admin token (required) Code that grants New Relic Alerts access to your HipChat account. You can either use an admin token with access methods to all API methods, or you can use a notification token that has permissions to the target room. The admin token must be from the v1 API.
Room name (required) The name of the HipChat room where New Relic Alerts sends the alert notifications.
OpsGenie

You must have an existing OpsGenie account integrated with New Relic in order to provide the following information to New Relic Alerts:

Field Description
Channel name (required) A meaningful name for the OpsGenie notification channel (maximum 64 characters).
API key (required) The API key generated from your OpsGenie integration, used to authenticate API requests.
Teams (optional) List of team names that are responsible for the alert. OpsGenie runs team escalation policies to calculate which users will receive notifications.
Tags (optional)

A comma-separated list of labels attached to the alert.

To overwrite the OpsGenie Quiet Hours setting for urgent alerts, add an OverwriteQuietHours tag.

Recipients (optional) One or more names of users, groups, on-call schedules, escalation policies, etc. that OpsGenie uses to calculate where to send alert notifications.
PagerDuty

You must have an existing PagerDuty account in order to provide the following information to New Relic Alerts:

Field Description
Service name (required) The name of your service integrating with PagerDuty for notifications.
Integration key (required) The unique service identifier used by PagerDuty's Integration API to trigger, acknowledge, and resolve incidents for the service.
Slack

Before adding Slack notifications to New Relic Alerts, you must create a unique webhook integration in Slack. If you want web, transaction, server, and mobile alerts to be posted in separate channels, you must set up separate integrations for each.

Field Description
Channel name (required) A meaningful name for the Slack notification channel (maximum 64 characters); for example, Network Ops Center.
URL (required)

Copy and paste your New Relic integration URL for Slack. For example:

https://hooks.slack.com/services/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

Be sure to include https:// in the URL. Do not use http://.

Team channel (optional) If used, include # before the name of the Slack channel where alert notifications are sent; for example, #NOC.
VictorOps

You must have an existing VictorOps account in order to provide the following required information to New Relic Alerts:

Field Description
Channel name (required) A meaningful name for this notification channel (maximum 64 characters). For example, if the VictorOps Route key is for your Technical Support team, you could name this channel Tech Support - VictorOps.
Key (required) VictorOps generates a unique key for each account. It maps the VictorOps account to its associated integrations.
Route key (optional) This key maps the alert or incident to the specified team.
Webhook

Webhooks are HTTP POST messages containing JSON documents delivered to a destination URL. When an incident is opened, acknowledged, or closed, New Relic's webhook feature sends a message to your URL with any relevant information, such as a description of the event and a link back to New Relic.

You also have the option to customize the payload in the POST message for further integration into your system. The webhook format varies, depending on whether you use New Relic Alerts or the legacy alerting system.

Before adding webhook notifications in New Relic Alerts, you must have an endpoint set up to provide the following required information:

Field Description
Channel name (required) A meaningful name for the webhook (maximum 64 characters).
Base URL (required)

The endpoint that will receive the POST message and trigger customized behaviors in your system.

If you want to include a port number in the webhook URL, make sure the port is available for requests. Otherwise the webhook will not work.

Basic Auth (optional)

To require basic authentication for the webhook, select Add basic auth, and provide the user name and password to authenticate the webhook.

Custom Headers (optional) To include headers with webhooks, select Add custom headers, and provide the name and value for each header.
Use Custom Payload (optional)

To use the default values, leave blank. To view and edit the default values, select Add custom payload.

Payload

(for custom payloads only)

Your customized POST message code. This field includes:

  • A list of New Relic Alerts variables you can use
  • Syntax highlighting, based on Payload Type

Payload Type

(for custom payloads only)

Specify the message format: JSON (default) or Form.
xMatters

You must have an existing xMatters account in order to provide the following information to New Relic Alerts:

Field Description
Channel name (required) Name your channel so you can identify it easily when associating it with a policy.
Integration url (required) The unique integration url provided by xMatters pointing to your xMatters account.
Campfire

Before adding Campfire notifications to New Relic, you must have an existing Campfire account to provide the following required information:

Field Description
Channel name (required) A meaningful name for the Campfire notification channel (maximum 64 characters).
Subdomain (required)

This information is company-specific. It appears in your browser's address bar when you log into Campfire and join a chat room. In the following example, the Subdomain is newrelic:

http://newrelic.campfirenow.com/room/123
Token (required) Code that authenticates New Relic Alerts to your Campfire account.
Room (required) The name of the room where you want New Relic Alerts to send notifications.

Create channels

Admins or Owner

You can set up several different channel types and one or more channels for any alert policy from the New Relic Alerts user interface. You can also use custom payload webhooks to control how the alert is delivered.

To learn how to set up, test, and maintain notification channels in New Relic Alerts, watch the New Relic University video. View more videos and tutorials at learn.newrelic.com.

Alertsv3: Notification channel add
Alerts > Notification channels: The Notification channels index lists existing notification channels. From here you can create and test new notification channels, search for and sort existing channels, update and add policies to them, or delete channels.

To create a notification channel:

  1. From alerts.newrelic.com, select Notification channels.
  2. Select New notification channel.
  3. From Channel details, select the type of channel.
  4. Enter the required information for your selected channel type.
  5. Select Create channel.
  6. Optional: Select Envelope Message Icon Send a test notification.
  7. Add the notification channel to one or more alert policies.

The Alert policies page includes the option to add notification channels directly to the selected policy.

Alerts v3: Notification channels
Alerts > Notification channels: After you create a new channel, you can test it or add alert policies to it.

Receive mobile push notifications

In order to receive mobile push notifications, your device must be registered and listed in (account) > User preferences. If the device is not listed in User preferences, log out of the app, log back in, and check again to see if it is listed.

To receive mobile push notifications:

  1. Log in to your New Relic account via the mobile app at least once to ensure the device is registered.
  2. Add the user channel to the alert policy.
  3. Switch push notifications On for the device.
screen-user-notification-channel.png
Alerts > Alert policies > (selected policy) > Notification channels > Add notification channels > User: To receive push notifications on your mobile device, select your username from the list.

Acknowledge alert notifications

Anyone in your account can acknowledge alert notifications through the New Relic Alerts user interface or through their email notification. The ability to acknowledge alert notifications from other channels (ack back) is a planned enhancement for a future release.

Legacy notification channels

This applies only to the legacy alerting system, not New Relic Alerts.

Alerts menu for basic alerting system
Alerts menu for legacy alerting system.

The user interface for New Relic's legacy alerting system lists available notification channels:

  • Campfire
  • Email
  • HipChat
  • PagerDuty
  • Webhooks

If you have New Relic iOS or Android apps, you can also choose to receive notifications with your mobile app.

Set up legacy system notification channels

This applies only to the legacy alerting system, not New Relic Alerts.

Fields in the legacy system's user interface may include tooltip links to help you retrieve information from your existing notification channel. To integrate your legacy notification channel with New Relic:

  1. From rpm.newrelic.com, select Alerts > Channels and groups > Create channel.
  2. From the Channels section, select Create channel > (selected channel type).
  3. Follow the prompts to provide the required information from your existing notification channel.
  4. Select the notification level, then save your settings.
  5. Optional: Test your notification configuration.
Select notification level for legacy alerting

This applies only to the legacy alerting system, not New Relic Alerts.

You can select a notification level in New Relic's user interface for legacy alerting channels. This allows you to control how often New Relic sends notifications through this channel when the alert condition passes its threshold.

Notification level Description
All critical events Send notifications for all critical and downtime events for everything in the policy. This is useful, for example, with external event management systems, such as PagerDuty.
First critical event (default) Send a notification when the first Critical event occurs for each entity in the policy, plus all downtime events. Subsequent problems for each entity are logged and visible in event views but not sent while it is in a Critical (red) status. If an alert situation clears its critical events (turns green) and then becomes Critical (red) again, it will be treated as the first Critical event and the notification will be sent.
Downtime events Send notifications only for downtime events for everything in the legacy alerting policy. This includes when the app is down (triggered by availability monitoring) and when the server is down (triggered when a server running a server agent cannot send metrics to New Relic).
Use legacy channel groups

This applies only to the legacy alerting system, not New Relic Alerts.

Groups organize your legacy notification channels into meaningful sets to be associated with policies. You can add and remove multiple channels at once.

Organize channels into groups before associating policies with the channels. This allows you to assign meaningful names to the groups and to more easily manage who receives alerts.

  1. From rpm.newrelic.com, select Alerts > Channels and groups > Groups.
  2. Use the legacy Groups user interface to create groups, add or remove notification channels in them, and delete groups.
View or change legacy notification channels

This applies only to the legacy alerting system, not New Relic Alerts.

To view your list of assigned alert notifications: From rpm.newrelic.com, select account dropdown > User preferences. Your alert notification settings are listed as part of your Email per account settings. You can also enable or disable mobile and plugin notifications from here.

For a more detailed view, where you can also edit your alert settings:

  1. From rpm.newrelic.com, select Alerts > (selected policy type) > (selected policy).
  2. From the alert policy's Your notification preferences, select any option to add or opt out of an alert notification or to change your settings.

For more help

Additional documentation resources include:

To give feedback, report bugs, and ask questions, visit the New Relic Online Technical Community. If you need additional help, get support at support.newrelic.com.