Using New Relic actions in action flows

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<p id="docs-hc-snippet" style="display: none;">Before you can include external actions in your action flows, you must connect the action builder to the external system.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect action flows to New Relic using an API key to automate workflows involving data queries, entity lookups, entity searches, and alert condition creation. Use a dedicated service account for secure integration. This connection lets you run NRQL queries, retrieve entity details, search entities by criteria, and create alert conditions to monitor and manage your systems directly within your workflows.</p>
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<div class="body">
<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as New Relic,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note" id="zug_action_flow_external_New_Relic__note_i2z_jtz_v3c">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are
referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_action_flow_external_New_Relic__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting New Relic to action builder</a></li>
<li class="li"><a class="xref" href="#topic_z1q_htn_g3c">Using New Relic actions in action flows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting New Relic to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To create a User API key in New Relic</strong></p>
<p class="p">The New Relic connection uses API key authentication. You will need to provide a User
API key from your New Relic account. This key is used for querying data and managing
configurations. The API key must have appropriate permissions to access the New
Relic APIs for the actions you plan to use. </p>
<p class="p">See the <a class="xref" href="https://docs.newrelic.com/docs/apis/intro-apis/new-relic-api-keys/" target="_blank">New Relic documentation</a> for more
information on New Relic API keys.</p>
<div class="p">
<div class="note important" id="topic_fcs_gtn_g3c__note_nvm_4bb_sjc">
<span class="importanttitle">Important:</span> Keep your API key secure. Do not share
it or commit it to version control. Use a dedicated service account API key for
production workflows.</div>
<ol class="ol" id="topic_fcs_gtn_g3c__ol_tx1_xsz_jjc">
<li class="li">Go to the New Relic user menu.</li>
<li class="li">Select <strong class="ph b">API Keys</strong>.</li>
<li class="li">Create a new API key.</li>
<li class="li">Save the API key or keep the window open so you can copy and paste it into
Zendesk. <p class="p">You'll need it when connecting New Relic to action
builder.</p>
</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To connect action builder to New Relic</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">New Relic</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow New Relic's prompts to enter your New Relic API key and complete the
connection.<div class="note important" id="topic_fcs_gtn_g3c__note_ilr_mtz_v3c">
<span class="importanttitle">Important:</span> All external
actions performed by an action flow are attributed to the user who
connected the external system. Therefore, it is a best practice to use a
dedicated service account rather than personal credentials when
connecting to each external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
New Relic.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using New Relic actions in action flows</h2>
<div class="body">
<div class="p">The following New Relic actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Query data</a></li>
<li class="li"><a class="xref" href="#topic_epg_35z_v3c">Lookup entity</a></li>
<li class="li"><a class="xref" href="#topic_vmc_h5z_v3c">Search entities</a></li>
<li class="li"><a class="xref" href="#topic_alf_24q_jjc">Create alert
condition</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Querying data</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Query data</em> action to run NRQL queries against your New Relic
telemetry data.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_dgb_n11_w3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e239" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e241" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e239" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e241" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Account ID</code>, <code class="ph codeph">NRQL
query</code><p class="p">The Account ID field provides a
dropdown of accounts accessible with your API
key.</p>
<p class="p">NRQL query uses SQL-like syntax. Example:
<code class="ph codeph">SELECT count(*) FROM Transaction WHERE
appName='WebApp' SINCE 1 hour ago</code>.
</p>
<p class="p">Optional: <code class="ph codeph">Timeout</code></p>
<p class="p">The
Timeout field accepts values from 1 to 120 seconds and
defaults to 10 seconds. </p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e239" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e241" style="text-align:left;vertical-align:top;">Query results including array of result objects with
fields determined by the NRQL SELECT clause, row count, and
total result value for aggregation queries.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_epg_35z_v3c">
<h3 class="title topictitle3" id="ariaid-title5">Looking up an entity</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup entity</em> action to retrieve detailed information about a
specific monitored entity.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_epg_35z_v3c__table_xf2_1jz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e320" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e322" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e320" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e322" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Account ID</code>,
<code class="ph codeph">Entity</code><p class="p">The Entity field is a
searchable dropdown. Type at least 2 characters of the
entity name to search. Search results show the entity
name and type, with a link to the entity in New Relic.
Select the entity you want to look up to retrieve its
full details including current alert status and
associated tags.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e320" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e322" style="text-align:left;vertical-align:top;">Entity details including entity GUID, name, type, URL,
reporting status, alert severity, and tags with
metadata.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_vmc_h5z_v3c">
<h3 class="title topictitle3" id="ariaid-title6">Searching entities</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search entities</em> action to find monitored entities matching search
criteria.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmc_h5z_v3c__table_qtw_kjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e390" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e392" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e390" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e392" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Account ID</code><p class="p">Optional:
<code class="ph codeph">Search query</code>, <code class="ph codeph">Entity
type</code>, <code class="ph codeph">Alert severity</code>,
<code class="ph codeph">Tag filter</code>, <code class="ph codeph">Max
results</code></p>
<p class="p">Consider the following when
using the <em class="ph i">Search entities</em> action:</p>
<ul class="ul" id="topic_vmc_h5z_v3c__ul_ahy_tgb_sjc">
<li class="li">All search filters are optional and can be combined. </li>
<li class="li">The Search query field uses New Relic entity search
syntax (for example, <code class="ph codeph">name LIKE
'Web%'</code>). </li>
<li class="li">Entity type provides a dropdown of available entity
types. Alert severity options include NOT_ALERTING,
WARNING, and CRITICAL. </li>
<li class="li">Tag filter uses key:value format (for example,
environment:production). </li>
<li class="li">Max results accepts values from 1 to 200 and
defaults to 50.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e390" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e392" style="text-align:left;vertical-align:top;">Array of entity objects containing entity GUID, name,
type, URL, domain, reporting status, alert severity, and
tags, along with total count and indicator if more results
are available.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_alf_24q_jjc">
<h3 class="title topictitle3" id="ariaid-title7">Creating an alert condition</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create alert condition</em> action to create a new NRQL alert condition
in New Relic.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_alf_24q_jjc__table_yhf_pjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e497" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e499" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e497" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e499" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Account ID</code>, <code class="ph codeph">Alert
policy</code>, <code class="ph codeph">Condition name</code>,
<code class="ph codeph">NRQL query</code>, <code class="ph codeph">Critical
threshold</code><p class="p">Optional: <code class="ph codeph">Warning
threshold</code>, <code class="ph codeph">Threshold
duration</code>, <code class="ph codeph">Threshold
operator</code>,
<code class="ph codeph">Enabled</code></p>
<div class="p">Consider the following
when using the <em class="ph i">Create alert condition</em> action:<ul class="ul" id="topic_alf_24q_jjc__ul_wjn_2lb_sjc">
<li class="li">The Alert policy field is a searchable dropdown
that displays policies from the selected account. </li>
<li class="li">The NRQL query must return a single numeric
value for threshold comparison (for example,
<code class="ph codeph">SELECT count(*) FROM ZendeskTicketCreated
SINCE 1 hour ago</code>). </li>
<li class="li">Critical threshold is the numeric value that
triggers a critical alert. </li>
<li class="li">Warning threshold is optional and triggers a
warning-level alert. </li>
<li class="li">Threshold duration specifies how long the
threshold must be exceeded before alerting, in
seconds (range: 60-3600, defaults to 300). </li>
<li class="li">Threshold operator options are ABOVE, BELOW, or
EQUALS (defaults to ABOVE). </li>
<li class="li">Enabled determines whether the condition is
active immediately (defaults to true).</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e497" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e499" style="text-align:left;vertical-align:top;">Alert condition details including condition ID, condition
name, policy ID, and enabled status.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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