Founder of Unitlane Apps
Jonas Nilsson
Jonas Nilsson is the founder of Unitlane Apps in Sweden. He builds Seatwise and RequestOps, and writes about running Jira and a Jira Service Management desk: unused seats and leavers, customer follow-ups, requests waiting on other teams, waiting time versus SLA time, and service reviews.
Articles
- Atlassian unique billable users explainedOne person counts once for Atlassian Guard, collections and Enterprise plans, but once per app on Standard and Premium. A worked example reconciles the numbers.
- Atlassian's October 2026 price rise: what it means for your renewalOld and new Jira Cloud prices from Atlassian's own tables, when the 13 October 2026 rise reaches your bill, and when removing users really lowers it.
- Customer follow-up message templates for Jira Service ManagementEight copyable Jira Service Management messages: ask customers for missing details and files, follow up, give a last call, and brief colleagues internally.
- Customer follow-ups and auto-close in Jira Service ManagementSet up customer reminders in Jira Service Management that stop when the customer replies, plus a safe auto-close. Step by step with Automation, and an app option.
- How to check which groups give Jira accessSee which groups give people access to Jira in Atlassian Administration, which of them one person is in, and why one removal may not end their access.
- How to find where a Jira group is usedJira has no single view of where a group is used. Here is every place to check by hand, from permission schemes and space roles to filters and Automation flows.
- Jira billable users explained: who counts and how to checkWhat makes one person billable for Jira Cloud, who doesn't count, and how to check their access, every group behind it, and when removing it changes the bill.
- Jira Service Management evidence handoff templateA copyable evidence handoff template for Jira Service Management requests, with a filled offboarding example, clear words for gaps and a readback test.
- Jira Service Management offboarding checklist for IT and HRAn offboarding checklist for IT and HR in Jira Service Management: who owns each step, where the proof lives, and how to record what nobody could check.
- JSM Automation vs RequestOps for customer follow-upsCustomer follow-ups built with Jira Service Management Automation and with RequestOps, compared on one scenario, including when native is the better choice.
- Monthly service review for Jira Service Management: agenda and templateRun a 30-minute monthly service review in Jira Service Management: which numbers to use, how to read them honestly, and how to leave with owners and dates.
- Suspend vs remove user access in AtlassianWhen to suspend, remove, deactivate or delete a user in Atlassian Cloud, and what each does to access, billing, groups, data and the way back.
- Waiting time vs SLA time in Jira Service ManagementWhy a request can take 28 hours but show 4 hours on the SLA clock, and how to read waiting time and SLA time side by side without drawing the wrong conclusion.
- Who is this Jira request waiting on? Another team's next stepWhen a Jira Service Management request is stuck on another team's task, here's how to find who has the next step, nudge them where they work, and follow up.
- Why removing a user from a group did not remove Jira accessTaking someone out of one group often leaves Jira access in place, or it comes back. Every reason it survives, how to check each one, and how to confirm.
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