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, enter the following information:

• Destination name: Custom name to identify the destination.

• Jira account endpoint: The URL of the destination.

• User-name: The email address of the user.

• API token: generated from your Atlassian account.

  Before saving the destination, we recommend you test the connection via the Test connection button.

  

  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 at a later stage for the selected project. 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

  To configure a template for a Jira issue:

1. Choose a destination. You can create a new destination at this stage.

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

3. 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 be set with a value. You can add or remove optional fields using the X mark on their right side.

   

   Send a test notification

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

   If successful, a JIRA issue will be created and a link will appear.

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, 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, 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

  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 Test notification to see ServiceNow incidents with default field values. If successful, an incident will be created, and a link will appear.

Send notification messages to your Slack channels.

Prerequisites

• Your Slack workspace needs to have the New Relic application installed. The application must be approved by a workspace administrator before it can be individually installed by users.

• Private channels need an invitation to install the New Relic application.

  Set up a Slack destination

  Click one-click Slack authentication 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 settings

  Select a destination (Workspace) and a slack channel where the messages will be sent. You can create a new destination if there is no pre-defined destination for the required workspace. Note that, for privacy reasons, users need to be authenticated once to select private channels.

  

  Send a test notification

  You can 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, you need the following:

• Destination Name: A unique destination name.

• URL: The endpoint of the target application, authentication and custom headers if needed.

• Authorization mechanism (Optional):. Can be basic authentication , OAuth 2.0 or a bearer token.

  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

   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.

   Note that the request's content-type is JSON by default. Hence, the payload needs to be a JSON. See Usage examples.

   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.

   

   Tip

   Undefined type errors may indicate that the attribute wasn't indexed recently or doesn't exist. To fix the error, try adding an if else statement. For example, "closed_at": {{#if issueClosedAtUtc}} {{ json issueClosedAtUtc }} {{else}}"None"{{/if}}

   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.

Send email notifications to users.

Set up an email destination

You don't need to create email destinations manually. Destinations are created automatically when you configure an email destination.

Configure the email settings

Add one or more recipients.

• Users with New Relic accounts can be found via autocomplete when searching for their name or email address.

• To add a user without a New Relic account or email distribution list, enter their full email address.

  Every recipient will be translated into a destination. You can follow the email notifications per destination in the notifications-log.

  

  Send a test notification

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

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 EventBridge destination, go to Destinations and click the AWS EventBridge, then enter the following information:

• Name: The destination name.
• 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

1. 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.

2. 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

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:

1. 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 above permission and can be obtained by PagerDuty Admins and Account Owners. 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.

  Set up a destination

  To create a PagerDuty destination, go to the integration method tab and 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 are 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.

  Important

  Please note that if you are a PagerDuty Event Intelligence or Digital Operations customer using Intelligent Alert Grouping on a given service, there could be a potential mismatch in PagerDuty Incidents sent 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

  To configure the message template:

1. Choose a destination. You can create a new destination at this stage.

2. Select a PagerDuty service.

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

   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.

   Create a New Relic integration in the PagerDuty service:

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

5. Select the Integrations tab Add another integration.

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

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

   To create a PagerDuty destination, go to the integration method tab and enter the following information:

• Name: Custom name to identify the destination.

• Integration Key: Paste the integration key you have copied from the New Relic integration.

  

  Configure the message template

  To configure the message template:

1. Choose a destination. You can create a new destination at this stage.

2. (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.