New Relic alerts that page, acknowledge and resolve

Send New Relic workflow notifications to Oncallz and each issue becomes one incident that pages whoever is on call. When New Relic acknowledges or closes the issue, Oncallz acknowledges or resolves the same incident.

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Set up New Relic → Oncallz in a few minutes

1 In Oncallz, open Integrations, pick the team, name the integration "New Relic", set Duplicate events to "Group by ID" and click Create. Group by ID is what lets a close event find the incident it belongs to.
2 Copy the Inbound URL of the new integration.
3 In New Relic, go to Alerts → Destinations, choose Webhook and paste the Oncallz URL as the endpoint.
4 Go to Alerts → Workflows, add a workflow (or edit one), filter the issues you want to page on, and add a Webhook notification that uses the new destination.
5 Keep the default payload template, or make sure a custom one still sends the fields shown below. Enable the Activated, Acknowledged and Closed notification triggers.
6 Use the workflow's test notification and check the incident in Oncallz.

Payload fields Oncallz reads

{
  "id": {{ json issueId }},
  "issueUrl": {{ json issuePageUrl }},
  "title": {{ json issueTitle }},
  "priority": {{ json priority }},
  "impactedEntities": {{ json entitiesData.names }},
  "state": {{ json state }},
  "trigger": {{ json triggerEvent }}
}

id groups updates into one incident, title becomes the incident title, priority sets the severity, the first impacted entity becomes the source, and state or trigger drive acknowledge and resolve.

How is severity mapped?

Oncallz maps the New Relic issue priority onto its four severities. Each severity then follows your channel settings, so a critical issue can ring a phone while a low one only sends a push and an email.

CRITICAL → critical
HIGH → error
MEDIUM → warning
LOW → info

How are updates to the same issue grouped?

With "Group by ID", the New Relic issue id becomes the incident's dedup key. Later notifications for the same issue, such as a priority change or another update, are added to the incident timeline and raise its occurrence count; they do not page again.

Oncallz keeps the severity of the first notification; a priority change is recorded on the timeline but does not change the severity.

What auto-acknowledges and auto-resolves?

Oncallz looks at the state and trigger fields. A state of ACKNOWLEDGED acknowledges the open incident, which stops escalation. A state of CLOSED, or a trigger of INCIDENT_CLOSED, resolves it. The timeline records that the change came from the integration rather than a person.

This only works when the integration groups by ID (or you send your own dedup_key). With the default "Always create new", a close event cannot find the incident and New Relic gets a 404.
INCIDENT_CLOSED resolves the whole Oncallz incident, even if the New Relic issue still has other open incidents. If the issue fires again afterwards, Oncallz opens a new incident.
The sync is one-way. Acknowledging or resolving in Oncallz does not update New Relic.

What does the on-call engineer receive?

A page on the channels set for that severity, with the issue title, the first impacted entity as the source, and the full New Relic payload, including the issue URL, on the incident page.

If AI investigation is on with your own provider key, a summary and probable cause are attached before the page is sent.

Frequently asked questions

Which duplicate setting should a New Relic integration use?

Group by ID. New Relic sends the same issue id on every notification for an issue, and Oncallz uses it as the dedup key. That groups repeated updates into one incident and lets the Closed notification resolve exactly that incident.

With "Always create new", every update opens a separate incident and close events are rejected because nothing matches.

Does acknowledging in Oncallz acknowledge the issue in New Relic?

No. The integration is one-way: New Relic tells Oncallz what happened, and Oncallz reacts. An acknowledgement or resolution made in Oncallz, from the web app, the iOS app or a phone keypress, stays in Oncallz.

If you want both tools to match, close the issue in New Relic and let the Closed notification resolve the incident.

Do I need to change the New Relic payload template?

Usually not. The default workflow webhook template sends id, title, priority, impactedEntities, state and trigger, which is everything Oncallz reads. If your team replaced it with a custom template, keep those fields with the same names.

Extra fields are harmless and are kept on the incident for the responder to read.

What happens when a New Relic issue has several incidents?

New Relic can send INCIDENT_CLOSED when one incident inside an issue closes, and Oncallz resolves the incident on that signal. If the issue keeps firing afterwards, the next notification opens a new Oncallz incident.

If that is too eager for you, turn off the Closed trigger in the workflow and resolve incidents by hand.

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