New Relic - aciona.me

Overview

New Relic sends alerts through a Webhook destination, rendering a Handlebars template over the issue payload. A Workflow decides which issues are sent and on which transitions.


Source type	`New Relic`
Mechanism	Workflows + Webhook destination
Correlation	`issueId`
Auto-resolution	✅ (requires `Closed` under “Notify when”)

Prerequisites

Permission to create destinations and workflows in New Relic.
A service created in aciona.me and linked to a team with an active schedule.

1. Create the alert source in aciona.me

Under Alert sources, create a source of type New Relic. Copy the URL and the token.

2. Create the Webhook destination

Under Alerts → Destinations → Webhook → Create:

Name

aciona-me

URL

https://ingress.aciona.me/webhooks/<alertSourceId>

Secure custom header

Name X-Aciona-Token, value <sourceToken>. New Relic masks the value after saving.

Payload template

Paste the recommended Handlebars template:

{
  "issueId": {{json issueId}},
  "state": {{json state}},
  "triggerEvent": {{json triggerEvent}},
  "priority": {{json priority}},
  "issueTitle": {{json issueTitle}},
  "issuePageUrl": {{json issuePageUrl}},
  "issueCreatedAt": {{json issueCreatedAt}},
  "issueClosedAt": {{json issueClosedAt}},
  "accountId": {{json accountId}},
  "accountName": {{json accountName}},
  "conditionName": {{json accumulations.conditionName}},
  "conditionDescription": {{json accumulations.conditionDescription}},
  "policyName": {{json accumulations.policyName}},
  "policyUrl": {{json accumulations.policyUrl}},
  "runbookUrl": {{json accumulations.runbookUrl}},
  "entityName": {{json entitiesData.entities.[0].name}},
  "entityType": {{json entitiesData.entities.[0].type}},
  "entityGuid": {{json entitiesData.entities.[0].guid}},
  "tags": {{json tags}},
  "details": {{json details}}
}

3. Create the Workflow

Under Alerts → Workflows → New workflow:

Filter (optional)

For example, only issues with CRITICAL or HIGH priority.

Notify → Add destination → Webhook

Select aciona-me.

Notify when — the critical step

Open the “Notify when” menu and make sure BOTH are checked:

✅ Activated
✅ Closed

An unchecked Closed is the number-one problem in New Relic integrations. Without it, New Relic only sends the opening event and incidents in aciona.me never close on their own. It is the equivalent of Alertmanager’s send_resolved: true.

4. Test

Use Test workflow to send a sample payload. Confirm the incident under Incidents. To validate auto-resolution, wait for an issue to close naturally (or close it manually) and confirm the matching incident was resolved.

How fields are translated

State

The decision follows this order of precedence:

Origin	Values
`state`	`CREATED`, `ACTIVATED` → opens · `CLOSED` → resolves
`triggerEvent`	`CLOSE_INACTIVE`, `CLOSE_TTL`, `USER_ACTION` → resolves · `STATE_CHANGE`, `INCIDENT_ADDED`, `ACTIVATED` → opens
`issueClosedAt`	Present → resolves
Default	Opens (prefers to notify)

triggerEvent = INCIDENT_CLOSED does not resolve the incident. In New Relic’s Issues model, an issue can hold several sub-events; closing one of them does not mean the issue is over. Resolving there would close the incident too early.

Severity

`priority`	Severity
`CRITICAL`	`critical`
`HIGH`	`high`
`MEDIUM`	`warning`
`LOW`	`info`

Service

The hint comes, in order, from the affected-service tag, the entity name, the condition name and the policy name. Tag your entities with a service tag that matches the name in aciona.me.

Troubleshooting

The incident opens but never closes

Closed is not checked under “Notify when” in the Workflow. Check it and test again.

Webhooks suddenly stopped arriving

New Relic puts destinations into automatic snooze after consecutive errors (4xx, 5xx or timeouts). Check the destination status in New Relic. To catch this proactively, create an NRQL alert on NrIntegrationError with category='NotificationError'.

Title shows as Untitled alert

The template does not emit issueTitle. Use the recommended template.

Severity lower than expected

New Relic’s historical template maps HIGH to WARNING in a legacy field. Emit priority explicitly, as in the template above — it takes precedence.

​Overview

​Prerequisites

​1. Create the alert source in aciona.me

​2. Create the Webhook destination

​3. Create the Workflow

​4. Test

​How fields are translated

​State

​Severity

​Service

​Troubleshooting

Overview

Prerequisites

1. Create the alert source in aciona.me

2. Create the Webhook destination

3. Create the Workflow

4. Test

How fields are translated

State

Severity

Service

Troubleshooting