New Relic + PagerDuty
Connect New Relic and PagerDuty to Automate Incident Response at Scale
Turn real-time observability data into actionable alerts, without manual intervention.
Why integrate New Relic and PagerDuty?
New Relic and PagerDuty are two of the most relied-on tools in a modern engineering team's stack. New Relic continuously monitors application performance, infrastructure health, and error rates, while PagerDuty gets the right people engaged the moment something goes wrong. Connecting them through tray.ai closes the gap between detecting an issue and resolving it — no manual handoffs, no dropped alerts.
Automate & integrate New Relic & PagerDuty
Use case
Automatic Incident Creation from New Relic Alerts
When New Relic fires a critical alert policy violation — a breached Apdex threshold, an error rate past its limit — tray.ai automatically opens a PagerDuty incident and assigns it to the correct service and escalation policy. No one has to manually translate a monitoring alert into an incident. On-call engineers get immediate, context-rich notifications without a human relay in between.
Use case
Enriching PagerDuty Incidents with New Relic Diagnostic Data
When a PagerDuty incident is created, tray.ai automatically queries New Relic for relevant metrics, error traces, deployment markers, and host health data, then attaches all of it directly to the incident as notes or custom details. Responders arrive fully briefed, rather than spending the first several minutes hunting for diagnostic information in a separate tool.
Use case
Auto-Resolve PagerDuty Incidents When New Relic Conditions Normalize
tray.ai monitors New Relic for alert condition closures and automatically resolves or acknowledges the matching PagerDuty incident when the underlying issue clears. This prevents stale incidents from piling up in PagerDuty and stops on-call engineers from getting paged repeatedly for conditions that have already self-healed.
Use case
Correlate New Relic Deployments with PagerDuty Incident Spikes
By connecting New Relic deployment markers with PagerDuty incident activity, tray.ai can flag when a new deployment coincides with a surge in incidents — creating annotations or triggering a dedicated change-related incident. Engineering teams get an immediate signal when a release may be causing production issues, along with an audit trail linking code changes to operational impact.
Use case
Intelligent On-Call Routing Based on New Relic Service Ownership
tray.ai uses New Relic entity and service metadata to determine which team owns a degraded service and automatically routes the PagerDuty incident to the correct escalation policy. Instead of a single catch-all alert channel, incidents go directly to the team that actually owns the affected system.
Use case
Post-Incident Reporting and SLA Compliance Tracking
After a PagerDuty incident is resolved, tray.ai automatically retrieves related New Relic performance data — anomaly duration, peak error rates, affected services — and compiles it into a structured post-incident report. That report can go out via email, Slack, or straight into a data warehouse for compliance tracking. No one has to write it by hand.
Use case
Scheduled Operational Health Digest from New Relic to PagerDuty Teams
tray.ai runs a scheduled workflow that queries New Relic for operational health metrics — error budgets, throughput trends, infrastructure utilization — and delivers a summarized digest to PagerDuty team leads or stakeholders. On-call teams get a proactive picture of system health before things escalate, so leaders can act on degrading trends rather than react to failures.
Get started with New Relic & PagerDuty integration today
New Relic & PagerDuty Challenges
What challenges are there when working with New Relic & PagerDuty and how will using Tray.ai help?
Challenge
Alert-to-Incident Latency Causing Delayed Response
In many organizations, there's a frustrating delay between when New Relic detects an issue and when an engineer actually gets paged in PagerDuty. That gap usually exists because alert routing involves manual steps, email forwarding, or poorly configured integrations that drop events when incident volume spikes.
How Tray.ai Can Help:
tray.ai uses real-time webhook-based triggers that process New Relic alert violations the instant they fire, creating PagerDuty incidents in seconds with no polling delays or manual handoffs. Conditional logic in tray.ai means only actionable alerts — filtered by severity, service, or environment — trigger incidents, so you cut the noise without slowing down the response.
Challenge
Loss of Observability Context During Incident Response
On-call engineers routinely waste critical minutes navigating from a PagerDuty notification to New Relic just to gather the diagnostic context they need. Without automated enrichment, responders show up to an investigation blind — no error traces, no metric trends, no deployment history.
How Tray.ai Can Help:
tray.ai automatically queries New Relic's REST API and NRQL engine the moment a PagerDuty incident is created, pulling relevant metrics and appending them directly to the incident as structured notes. Responders have full observability context in PagerDuty without switching tools during the first, most critical minutes of response.
Challenge
Stale Incidents Cluttering PagerDuty After Auto-Recovery
Many New Relic alerts self-heal — network blips, transient load spikes, and temporary resource exhaustion often resolve on their own. Without automated resolution workflows, those incidents stay open in PagerDuty, distorting SLA metrics, generating redundant pages, and adding cognitive overhead for anyone reviewing the incident queue.
How Tray.ai Can Help:
tray.ai listens for New Relic alert closure events and automatically resolves the matching PagerDuty incident with a timestamped resolution note. This two-way sync keeps incident state accurate across both platforms and ensures SLA duration calculations reflect true incident windows, not the time someone remembered to close a ticket.
Challenge
Difficulty Correlating Deployments with Incident Spikes
Post-incident reviews often require engineers to manually cross-reference New Relic deployment markers with PagerDuty incident timelines to figure out if a release caused the problem. That manual correlation is slow, error-prone, and frequently skipped when an outage is still moving fast.
How Tray.ai Can Help:
tray.ai automatically creates PagerDuty change events from New Relic deployment markers in real time, so every release is visible in PagerDuty's incident timeline. During an active incident, responders can immediately see recent deployments alongside their incidents. Post-incident analysis is backed by a complete, automatically maintained audit trail.
Challenge
Inconsistent Routing to Wrong Teams or Escalation Policies
When a single New Relic alert pipeline feeds all incidents into one PagerDuty service, incidents regularly go to the wrong team — causing delays and requiring manual reassignment. As organizations grow, maintaining those routing rules by hand becomes increasingly error-prone.
How Tray.ai Can Help:
tray.ai's workflow logic dynamically evaluates New Relic entity metadata — service names, tags, account IDs — to determine the correct PagerDuty service and escalation policy for each incident at creation time. Routing rules live in a single tray.ai workflow, making them easy to audit, update, and version without touching either platform's configuration directly.
Start using our pre-built New Relic & PagerDuty templates today
Start from scratch or use one of our pre-built New Relic & PagerDuty templates to quickly solve your most common use cases.
New Relic & PagerDuty Templates
Find pre-built New Relic & PagerDuty solutions for common use cases
Template
New Relic Alert Violation → PagerDuty Incident
This template listens for New Relic alert policy violations via webhook and automatically creates a PagerDuty incident with severity mapping, service routing, and a summary of the triggering condition. No one has to manually translate a monitoring alert into an incident, and no critical violation slips through untracked.
Steps:
- Receive New Relic alert violation webhook payload in tray.ai
- Map New Relic severity levels (critical, warning) to PagerDuty priority and urgency
- Create a new PagerDuty incident on the appropriate service with the alert details as the incident body
- Optionally notify a Slack channel with incident creation confirmation
Connectors Used: New Relic, PagerDuty
Template
PagerDuty Incident → Enrich with New Relic Metrics
Triggered when a new PagerDuty incident opens, this template queries New Relic for real-time metrics, recent error traces, and infrastructure health for the affected service, then appends that data as a note to the incident. Responders arrive with the observability context they need to start investigating immediately.
Steps:
- Trigger on new PagerDuty incident creation via webhook
- Extract the affected service name or entity from the incident details
- Query New Relic NRQL for error rate, throughput, and Apdex score for that service
- Format the retrieved metrics into a structured note and append it to the PagerDuty incident
Connectors Used: New Relic, PagerDuty
Template
New Relic Alert Closed → Auto-Resolve PagerDuty Incident
When a New Relic alert condition closes because the monitored metric has returned to normal, this template automatically finds and resolves the matching open PagerDuty incident. Stale incidents stop accumulating, and SLA calculations reflect accurate resolution data.
Steps:
- Receive New Relic alert closed notification via webhook
- Search PagerDuty for an open incident matching the New Relic condition ID or alert title
- Resolve the matched PagerDuty incident with a resolution note referencing the New Relic closure
- Log the auto-resolution event for audit and reporting purposes
Connectors Used: New Relic, PagerDuty
Template
New Relic Deployment Marker → PagerDuty Change Event
This template captures New Relic deployment markers and creates a PagerDuty change event, giving engineering teams full visibility into when code was deployed relative to any incidents that follow. The correlation between releases and production issues becomes immediate rather than something you have to dig for.
Steps:
- Trigger on new deployment marker creation in New Relic via webhook or scheduled poll
- Extract deployment metadata including version, timestamp, deployer, and application entity
- Submit a PagerDuty change event with the deployment details and a link to the New Relic entity
- Optionally trigger a brief health check query in New Relic 15 minutes post-deployment and attach results
Connectors Used: New Relic, PagerDuty
Template
PagerDuty Incident Resolved → New Relic Post-Incident Report
After a PagerDuty incident is marked resolved, this template automatically pulls historical New Relic data for the incident window — peak error rates, affected entities, anomaly duration — and compiles a structured post-incident report delivered to a designated Slack channel or email recipient.
Steps:
- Trigger on PagerDuty incident resolution event
- Extract incident start and end timestamps and affected service names
- Query New Relic for error rate, throughput, and alert history during the incident window
- Format a post-incident summary report and send it to Slack, email, or a Google Doc
Connectors Used: New Relic, PagerDuty
Template
Scheduled New Relic Health Check → PagerDuty Proactive Alert
On a configurable schedule, this template queries New Relic for services approaching threshold limits — rising error budgets, elevated p99 latency — and creates low-urgency PagerDuty incidents or sends informational alerts to on-call teams before conditions turn critical.
Steps:
- Run a scheduled tray.ai workflow at a defined interval (e.g., every 30 minutes)
- Query New Relic NRQL for services with metrics trending toward warning thresholds
- For each at-risk service, create a low-severity PagerDuty incident or trigger event
- Attach the relevant New Relic query results and a direct link to the New Relic dashboard
Connectors Used: New Relic, PagerDuty