Ticketing integrations with JIRA, Lighthouse, and Pivotal Tracker

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 APM's transaction traces, error analytics, and notes.

Access to this feature depends on your subscription level.

Requirements

New Relic sends information to each ticketing system via webhooks. Make sure your system accepts traffic from New Relic's webhook IPs.

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

JIRA 7 setup requirements

The JIRA 7 integration is at your New Relic account level. (Other JIRA integrations are at a project level.) For example, if your organization has multiple JIRA projects, your New Relic account users can file a ticket for any JIRA project they are allowed to use.

New Relic supports integrating with either JIRA 7 Cloud or JIRA 7 Server. To set up the integration, follow the instructions on the New Relic Integrations page, and install the New Relic add-on for either JIRA 7 Server or JIRA 7 Cloud.

After you install the JIRA 7 add-on, you can create a pre-filled ticket without leaving the New Relic UI. Then, you can click the ticket ID to go directly to your JIRA site. For an example of using the add-on tool, see this blog post.

The logged in user used to configure the JIRA integration will be the Reporter of all JIRA tickets created through the JIRA Integration.

JIRA 7 Cloud Requirements
New Relic ticket add-on Visit the New Relic's app for Jira on the Atlassian Marketplace to install and set up the New Relic add-on for JIRA 7 Cloud.
JIRA 7 Server Requirements
Instances

New Relic's JIRA 7 integration is available for customers with JIRA instances hosted on your host or server.

In addition, if your host instance is behind a firewall, you must open it to New Relic IP addresses to receive API requests.

Keys, URLs, tokens

JIRA 7 Server setup requires:

  • Consumer key
  • Shared secret
  • Request token URL
  • Access token URL
  • Authorize token URL
  • Public key

You can copy this information directly in your account's New Relic Integrations UI page as part of the integration procedures.

JIRA endpoint URL

To authorize integration with New Relic, you must provide the root of your JIRA 7 endpoint as HTTPS.

Custom fields

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

New Relic ticket add-on

To enable the capability to view and monitor tickets filed within New Relic, as part of the integration procedures, you must download and install the JIRA add-on included in the New Relic Integrations page.

JIRA 5 or 6 setup requirements

Unlike the JIRA 7 integration, JIRA 5 and 6 integrations are at a project level. (JIRA 7 integration is at your New Relic account level.) For example, if your organization has multiple JIRA projects, your New Relic account users can file a ticket for one JIRA project only.

JIRA 5 or 6 Requirements
New Relic IP addresses

New Relic sends information to each ticketing system via webhooks. Make sure your system accepts traffic from New Relic's webhook IPs.

Setup

JIRA 5 and 6 setup requires:

  • The root URL (HTTPS) for your installation
  • Your JIRA account's user name and password
  • Project used for issues
Custom fields

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

Issue type

JIRA 5 and 6 require 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 setup requirements

Unlike the JIRA 7 integration, JIRA 4 integration is at a project level. (JIRA 7 integration is at your New Relic account level.) For example, if your organization has multiple JIRA projects, your New Relic account users can file a ticket for one JIRA project only.

JIRA 4 Requirements
New Relic IP addresses

New Relic sends information to each ticketing system via webhooks. Make sure your system accepts traffic from New Relic's webhook IPs.

Setup

JIRA 4 setup requires:

  • The root URL (HTTPS) for your installation
  • Your JIRA account's user name and password
  • Project used for issues
Custom fields

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

Issue type

JIRA 4 issues automatically appear as Type 1 (bug) for New Relic integrations. If necessary, you can change your internal definition for Type 1.

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 New Relic APM Error analytics traces pages or Transaction trace details pages.

Lighthouse setup requirements

New Relic sends information to each ticketing system via webhooks. Make sure your system accepts traffic from New Relic's webhook IPs.

In addition, Lighthouse setup requires:

  • The subdomain for your installation; for example, https://subdomain.lighthouseapp.com
  • Your Lighthouse account's email and password for ticket tracking
Pivotal Tracker setup requirements

New Relic sends information to each ticketing system via webhooks. Make sure your system accepts traffic from New Relic's webhook IPs.

In addition, Pivotal Tracker setup requires the API token from your Pivotal Tracker account for creating stories in Agile-type projects.

Integrate with New Relic

Owner and Admins

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

  1. Go to rpm.newrelic.com > (account dropdown) > Account settings > Integrations > Ticketing integrations.
  2. Select the tab for JIRA 7, JIRA 5/6, JIRA 4, Lighthouse, or Pivotal Tracker.
  3. Follow the instructions on the individual tab.
  4. Select the Integrate button.

    If you are integrating with JIRA 7 Server, leave the Ticketing integrations page open. You will need information from this page to complete the integration.

  5. Next steps for your JIRA 7 Cloud integration

    To view and monitor tickets filed within New Relic, download and install the New Relic add-on for JIRA.

    Next steps for your JIRA 7 Server integration
    To integrate your New Relic account with JIRA 7 Server, you need to create a new application in JIRA. This process requires OAuth.

    You must be an account admin for your JIRA instance.

    1. Open your JIRA instance in a new window and go to the gear icon > Applications > Application links.
    2. Select Create a new link and enter the values provided on the New Relic Ticketing integrations page.
    3. From the Application Type dropdown, select Generic Application.
    4. Select Create incoming link and Continue.
    5. Enter the values provided on the New Relic Ticketing integrations page for Consumer Key, Consumer Name, and Public Key.
    6. Select Continue.
    7. Copy the base URL of your JIRA 7 Server instance and go back to the New Relic Ticketing integrations page. In the Input Endpoint and Authorize Integration, paste the URL and select Authorize.
    8. Click Allow.
  6. After your ticketing system has been integrated, the corresponding tab's health status indicator in New Relic's UI changes to green (enabled).

File tickets

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

  1. From the selected APM transaction trace, APM error trace, 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.

JIRA 7 only: When you click the File a ticket link in New Relic's UI for the selected APM transaction trace, APM error trace, or note, New Relic automatically provides a JIRA link which includes:

  • Project dropdown (required)
  • Issue type (required)
  • Summary pre-filled (required)
  • Description pre-filled (optional)

JIRA 7: Filter issues with New Relic add-on

New Relic's Integrations UI page includes an add-on you can download and install. The add-on automatically fills ticket data when you click the File a ticket link in New Relic's UI. After creating issues via the add-on, you could then create a JIRA filter to find all issues created by New Relic.

New Relic data for JIRA 7 issues

New Relic's JIRA 7 add-on uses the following data. You can use this data to filter your issue in JIRA.

property: {
  type: "object",
  name: "newRelic",
  properties: [
   {
     type: "number",
     name: "accountId"
   },
   {
     type: "string",
     name: "entityType",
     validValues: [
      "alerts.violation",
      "alerts.incident",
      "apm.error",
      "apm.transaction_trace",
      "apm.transaction",
      "apm.deployment",
      "apm.thread_profile",
      "apm.app_server",
      "radar.card",
      "insights.widget",
      "browser.js_error",
      "synthetics.monitor" ]
   },
   {
     type: "string",
     name: "entityId"
   },
   {
     type: "string",
     name: "entityParentId"
   },
   {
     type: "string",
     name: "entityAggregateId"
   }
  ]
}
Example JIRA JQL query

Here is an example of a JIRA query, using JQL, to filter issues with data from New Relic add-on:

issue.property[newRelic].accountId = 1234

For more help

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