Ticketing integrations with JIRA, Lighthouse, and Pivotal Tracker

Owner and Admins:

You can integrate New Relic with Atlassian JIRA, Lighthouse, or Pivotal Tracker. This is useful to create tickets, issues, or stories about performance issues in New Relic's transaction traces, errors, and notes.

Access to this feature depends on your subscription level.


New Relic sends information to ticketing systems via webhooks. Ensure that your system accepts traffic from webhook IPs.

Atlassian JIRA, Lighthouse, and Pivotal Tracker have different setup requirements.

Ticketing integrations Notes
Atlassian JIRA

This setup requires the root URL (https) for your installation, your JIRA account's user name and password, and the project for issues.

If your JIRA project includes mandatory custom fields, the best option for integration is to make those fields optional during issue creation. New Relic's JIRA integration is unable to fill in mandatory custom fields.

  • JIRA 5/6 requires the Issue type for issues reported from New Relic. Use any of the Issue type values your organization requires when creating a new JIRA; for example, task, bug, improvement, problem, etc.
  • JIRA 4 issues automatically appear as Type 1 (bug) for New Relic integrations. If necessary, you can change your internal definition for Type 1. Also, avoid using JIRA 4 if new issues must be assigned to a JIRA user. The test message will fail, and you will not be able to create issues from Errors or Transaction Traces pages.
Lighthouse This setup requires the subdomain for your installation; for example, http://subdomain.lighthouseapp.com. It also requires your Lighthouse account's email and password for ticket tracking.
Pivotal Tracker This setup requires the API token from your Pivotal Tracker account for creating stories in Agile-type projects.

Integration procedures

To connect your New Relic account to Atlassian JIRA, Lighthouse, or Pivotal Tracker:

  1. From the New Relic menu bar, select (account) > Account settings > Integrations > Ticketing integrations.
  2. Select the tab for JIRA 5/6, JIRA 4, Lighthouse, or Pivotal Tracker.
  3. Follow the instructions on the individual tab.
  4. Select the corresponding Integrate button.

After your ticketing system has been integrated, the corresponding tab's health status indicator changes to green (enabled).

(account) > Account settings > Integrations > Ticketing integrations: Select your choice to integrate and track performance issues with Atlassian JIRA, Lighthouse, or Pivotal Tracker.

Ticket procedures

To use the ticketing system integrated with your New Relic account:

  1. From the selected transaction trace, error, or note, select any of the available options to File a ticket or File a story.
  2. Follow standard procedures to create a ticket or story from your Lighthouse, Pivotal Tracker, or Atlassian JIRA account.
Here is an example of the available options to file a ticket from a selected note, including Lighthouse, Pivotal Tracker, and Atlassian JIRA.

For more help

Additional documentation resources include:

Join the discussion about New Relic APM in the New Relic Online Technical Community! The Technical Community is a public platform to discuss and troubleshoot your New Relic toolset.

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