Configuration in Freshservice:

Step 1:

Head to the Admin panel, scroll down to IT Operations Management, and select Monitoring ToolsIf your account has more than one workspace, navigate to Admin > {Worskpace Name} > IT Operations Management > Monitoring Tools

Step 2:

You are now on the Monitoring Tools list page. Select Add monitoring tool to add a new integration.

Step 3

You will see a list of pre-configured integrations, the gateway to custom integration using webhooks, and the option to use email as a channel for alerts. Select New Relic APM.

Step 4

Get the Endpoint URL and the Auth key for New Relic APM by following the integration setup.

Configuration in New Relic APM:

  1. In New Relic, click on Alerts > Notification channels > New Notification Channel

  2. Select Channel type as Webhook

  3. Set a Channel name

  4. In the Base URL field, paste the copied Endpoint URL from Freshservice

  5. In the Custom Headers section, enter Name as Authorization and in the Value field, paste the Auth token copied from Freshservice without the word Authorization in it.

  6. Add another row and enter Name as Content-Type and Value as application/json

  7. In the Use Custom Payload section, click on Add Custom Payload

  8. New Relic displays its default payload on selecting this

  9. In the payload type, select JSON

  10. Click on Create Channel

Setting webhook as the notification channel for your alerts

  1. On clicking on Create Channel, the Alert Policies tab will be displayed

  2. Clicking on Add Policies

  3. It will display a list of all the Alert Policies that you have previously created. 

  4. Select the Alert Policies for which you want to send alerts to Freshservice and click on Save Changes.

  5. Click on Alerts tab > Alert Policies > Notification Channel > Open the webhook channel that you created.

Sending a sample alert to Freshservice

  1. Please note that to send a test notification to Freshservice, the payload has to be replaced with the following

  2. This setting has to be reset as mentioned below to send real time alerts to Freshservice.

  3. {
      "account_id": "$ACCOUNT_ID",
      "account_name": "$ACCOUNT_NAME",
      "closed_violations_count_critical": "$CLOSED_VIOLATIONS_COUNT_CRITICAL",
      "closed_violations_count_warning": "$CLOSED_VIOLATIONS_COUNT_WARNING",
      "condition_description": "$DESCRIPTION",
      "condition_family_id": "$CONDITION_FAMILY_ID",
      "condition_name": "$CONDITION_NAME",
      "current_state": "$EVENT_STATE",
      "details": "$EVENT_DETAILS",
      "duration": "$DURATION",
      "event_type": "$EVENT_TYPE",
      "incident_acknowledge_url": "$INCIDENT_ACKNOWLEDGE_URL",
      "incident_id": "$INCIDENT_ID",
      "incident_url": "$INCIDENT_URL",
      "metadata": "$METADATA",
      "open_violations_count_critical": "$OPEN_VIOLATIONS_COUNT_CRITICAL",
      "open_violations_count_warning": "$OPEN_VIOLATIONS_COUNT_WARNING",
      "owner": "$EVENT_OWNER",
      "policy_name": "$POLICY_NAME",
      "policy_url": "$POLICY_URL",
      "runbook_url": "$RUNBOOK_URL",
      "severity": "$SEVERITY",
      "targets": [
          "id": "1a5",
          "link": "http://localhost/target/1a5",
          "name": "server_1a5",
          "type": "Server",
          "labels": [
          "product": "productName"
      "timestamp": "$TIMESTAMP",
      "violation_callback_url": "$VIOLATION_CALLBACK_URL",
      "violation_chart_url": "$VIOLATION_CHART_URL"

  4. Click on Save Changes 

  5. Scroll to the bottom to find “Send a test notification” link

  1. Click on this link to send a test notification to Freshservice to confirm that the integration is successful.

On successful creation of an alert in Freshservice, you will get this confirmation in NewRelic 

Click on Payload Type JSON to reset these changes done to test sending sample alerts and click on Save changes to send real time alerts to Freshservice from Newrelic.