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Integrate with New Relic (Legacy)

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

New logo of New Relic as of 2023

This article is about integrating with New Relic's legacy alerts. Find out how to integrate with New Relic Workflows.

What does the integration offer?

Forward New Relic server and web application alerts to Jira Service Management to receive notifications through iOS and Android push notifications, email, SMS, and phone calls, and track the alert life cycle.

New Relic sends alerts via email and using webhook. Either method is used to forward New Relic alerts to Jira Service Management. Find out how to create alerts via email. This document describes how to integrate New Relic and Jira Service Management using the webhook method.

Jira Service Management provides a web API for New Relic to create and close alerts directly in Jira Service Management data centers.

How does the integration work?

  • When an alert is created in New Relic (Legacy), an alert is also created in Jira Service Management automatically through the integration.

  • When an alert is closed in New Relic (Legacy), the related alert is also closed in Jira Service Management automatically through the integration.

  • When an alert is acknowledged in New Relic (Legacy), the related alert is also acknowledged in Jira Service Management automatically through the integration.

Set up the integration

New Relic (Legacy) is an API integration. Setting it up involves the following steps:

  • Add a New Relic (Legacy) integration in Jira Service Management

  • Configure the integration in New Relic (Legacy)

Add a New Relic (Legacy) integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a New Relic (Legacy) integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “New Relic (Legacy)”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the integration URL.
    You will use this key while configuring the integration in New Relic (Legacy) later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in New Relic (Legacy)

To configure the integration of New Relic (Legacy) with Jira Service Management, complete the following steps:

  1. In New Relic, select Tools > Alert policies > Channels and groups.

  2. From Channels, select Create channel > Webhook.

  3. Paste the API URL previously copied from Jira Service Management into Webhook URL.

  4. Select "All critical events" for Notification level.

  5. Select Integrate with Webhooks.
    If the configuration is successful, an alert is created in Jira Service Management with the following message: "[New Relic] Integration successful!".

  6. Add the alert channel you created to your alert policies.

Additional Help