New Relic alert integration

Use a New Relic Workflow webhook to send Issues to Flashduty On-call. One New Relic Issue maps to one Flashduty alert. Priority changes, Alert Event additions or closures, Issue merges, and closure notifications update that alert.

Configure New Relic

Create a webhook destination in New Relic

Where: New Relic › All capabilities › Alerts › Destinations › WebhookIn the older navigation this entry is under Alerts › Enrich and Notify › Destinations.

Field	Value
Webhook name (required)	`Flashduty`
Endpoint URL (required)	`{integration_url}`
Use authorization / custom headers (optional)	Not needed. Flashduty identifies the integration by the `integration_key` in the push URL

Create a workflow and configure the payload in New Relic

Where: New Relic › All capabilities › Alerts › Workflows › + Add a new workflow

Setting	Value
Issue filters (required)	Select the policies, conditions, entities, or tags to send to Flashduty
Webhook destination (required)	The destination created in the previous step
Notification triggers (required)	Enable at least Activated and Closed. Without Closed, alerts do not recover
Notification triggers (recommended)	Also enable Priority changed and Other updates to receive priority changes, Alert Event membership changes, and post-merge snapshots
Payload (required)	Replace the webhook’s custom payload with the JSON below

{
  "issue_id": "{{issueId}}",
  "issue_url": {{json issuePageUrl}},
  "title": {{json issueTitle}},
  "description": {{json accumulations.conditionDescription.[0]}},
  "priority": "{{priority}}",
  "state": "{{state}}",
  "trigger_event": "{{triggerEvent}}",
  "is_correlated": {{isCorrelated}},
  "account_id": {{nrAccountId}},
  "incident_ids": {{json incidentIds}},
  "sources": {{json accumulations.sources}},
  "policy_names": {{json accumulations.policyName}},
  "condition_names": {{json accumulations.conditionName}},
  "entity_names": {{json entitiesData.names}},
  "entity_ids": {{json entitiesData.ids}},
  "workflow_name": {{json workflowName}}
}

Keep issue_id, state, and priority. Flashduty rejects a missing issue_id because a random key cannot correlate later updates and closure.

The payload must be valid JSON, otherwise New Relic cannot save it. Save the workflow when done.

Verify the lifecycle

Where: New Relic › All capabilities › Alerts › WorkflowsOpen the workflow’s payload page and click Send test notificationSend test notification only proves the webhook is reachable and does not produce a usable real event. Verify the Alert Key, updates, and recovery with a real Issue lifecycle: let the Alert Condition breach its threshold and confirm Flashduty shows an active alert; raise the priority or add another Alert Event and confirm the same alert is updated; finally close the Issue and confirm the original alert recovers.

Alert key and issue merges

Flashduty uses issue_id (issueId) directly as the Alert Key. Titles, priorities, policies, conditions, entities, and incident_ids do not affect it. incident_ids is the list of Alert Events aggregated into the Issue and is stored only as context. For trigger_event=MERGE_REQUEST, Flashduty updates the surviving Issue identified by the payload’s issue_id. This version does not invoke Flashduty’s internal alert merge operation or infer and close a source Issue.

Status and severity

New Relic value	Flashduty status or severity
`state = CLOSED`	Recovered
`state = CREATED` or `ACTIVATED`	Active alert
`priority = CRITICAL`	Critical
`priority = HIGH`	Warning
`priority = MEDIUM` or `LOW`	Info
Empty or unknown priority	Warning

New Relic warning thresholds create HIGH priority Alert Events, so HIGH maps to Flashduty Warning. Use an Alert Processing Pipeline for a different mapping.

Add custom labels

Add a top-level custom_labels object to send more Workflow variables:

{
  "issue_id": "{{issueId}}",
  "priority": "{{priority}}",
  "state": "{{state}}",
  "custom_labels": {
    "team": {{json accumulations.tag.team.[0]}},
    "environment": {{json accumulations.tag.environment.[0]}},
    "muting_state": "{{mutingState}}",
    "open_alert_events": {{openIncidentsCount}}
  }
}

custom_labels accepts at most 20 entries. Use snake_case keys. Strings, numbers, booleans, arrays, and objects are accepted; arrays and objects are stored as JSON strings. Empty values are discarded, built-in labels win collisions, and the final event may contain at most 50 labels in total, including built-in labels and custom_labels. Never send secrets. For the complete variable list, see New Relic Workflow variables.

Troubleshooting

Only test notifications arrive, real alerts don’t: make sure the Workflow is enabled and its filter matches real issues
Flashduty returns a parameter error: make sure the payload is valid JSON and contains a non-empty issue_id and a supported state
Alerts don’t recover: make sure the Destination has Closed enabled and the close payload carries the same issue_id as the activation
Severity or merge changes aren’t updated: enable Priority changed and Other updates
Some lists are empty: different conditions and issue types provide different context; Flashduty ignores empty labels

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New Relic alert integration

In Flashduty On-call

Configure New Relic

Alert key and issue merges

Status and severity

Add custom labels

Troubleshooting

​In Flashduty On-call

​Configure New Relic

​Alert key and issue merges

​Status and severity

​Add custom labels

​Troubleshooting

In Flashduty On-call

Configure New Relic

Alert key and issue merges

Status and severity

Add custom labels

Troubleshooting