Unable to see traces via service.name but trace.id only

[Anshul0311]

Summary : Unable to see traces on NewRelic via service.name but via trace.id

Description
I am using opentelemetry-otlp to send traces to otel-collector and then otel-collector-config has an endpoint to send data to NewRelic.
I am following below example to send data to otel-collector and get the logs shown as shown in the example.
https://github.com/open-telemetry/opentelemetry-rust/tree/main/opentelemetry-otlp/examples/basic-otlp

And using this example to send traces data to newrelic.
https://github.com/newrelic/newrelic-opentelemetry-examples/tree/main/other-examples/collector/nr-config

I am able to see trace data using trace.id but not service.name . service.name is present under Resource attributes like mentioned on NewRelic opentelemetry documentation as well.

Resource SchemaURL:
Resource attributes:
-> service.name: Str(basic-otlp-example)

https://github.com/newrelic/newrelic-opentelemetry-examples/tree/main/other-examples/collector/nr-config.

Log output on otel-collector :

Resource SchemaURL:
Resource attributes:
     -> service.name: Str(basic-otlp-example)
ScopeSpans #0
ScopeSpans SchemaURL:
InstrumentationScope basic
InstrumentationScope attributes:
     -> scope-key: Str(scope-value)
Span #0
    Trace ID       : f3f6a43579f63734fe866d34d9aa0b88
    Parent ID      : b66eacd1fcc728d3
    ID             : af01696ea60b9229
    Name           : Sub operation...
    Kind           : Internal
    Start time     : 2024-05-22 20:25:42.877134 +0000 UTC
    End time       : 2024-05-22 20:25:42.8771425 +0000 UTC
    Status code    : Unset
    Status message :
Attributes:
     -> another.key: Str(yes)
Events:
SpanEvent #0
     -> Name: Sub span event
     -> Timestamp: 2024-05-22 20:25:42.8771371 +0000 UTC
     -> DroppedAttributesCount: 0

Language used : rust

Code Reference (Rust)

static RESOURCE: Lazy<Resource> = Lazy::new(|| {
    Resource::new(vec![KeyValue::new(
        opentelemetry_semantic_conventions::resource::SERVICE_NAME,
        "basic-otlp-example",
    )])
});

fn init_tracer_provider() -> Result<sdktrace::TracerProvider, TraceError> {
    opentelemetry_otlp::new_pipeline()
        .tracing()
        .with_exporter(
            opentelemetry_otlp::new_exporter()
                .tonic()
                .with_endpoint("http://localhost:4317"),
        )
        .with_trace_config(Config::default().with_resource(RESOURCE.clone()))
        .install_batch(runtime::Tokio)
}

fn main() {
    let tracer_provider = init_tracer_provider().unwrap();
    let otel_layer = tracing_opentelemetry::layer().with_layer(tracer_provider.tracer("my-tracer"));
    let subscriber = Registry::default()
                                 .with(otel_layer);
     tracing_subscriber::set_global_default(subscriber).expect("Failed");
}

[jack-berg]

Take a look at this guide for troubleshooting issues with sending OTLP data to New Relic: https://docs.newrelic.com/docs/opentelemetry/best-practices/opentelemetry-otlp-troubleshooting/

One thing that sticks out is that your span's timestamps are quite old: 2024-05-22 20:25:42.877134. New Relic generates NrIntegrationErrors for spans that are older than 20 minutes.

If you're still experiencing issues, please open a support ticket so we can give support specific to your account.

[Anshul0311]

@jack-berg Hey Jack , Thanks for your response. Span that I have posted are for examples to demonstrate that I am getting spans in this format . However the attribute that I want to highlight is service.name that is a required field as mentioned in this documentation and I am getting that under the Resources Attributes section as mentioned in the log but not in the traces section of NewRelic

https://docs.newrelic.com/docs/opentelemetry/best-practices/opentelemetry-best-practices-resources/

Also I don't get any errors as such but will surely look at the documentation that you have mentioned for troubleshooting.

[jack-berg]

Nothing else looks wrong about the data from here. I would need to know more account details to assist further, but suggest you open a support ticket for that since it wouldn't be good to share account details on github.

[Anshul0311]

@jack-berg Additionally, I would like to you to know that , My service.name i.e loom-screen-service is getting printed here. And when I open the trace I get this error. No root span .

I am attaching screenshots for your reference , if you would like to add some points here.