Troubleshooting Seatwise
33 common problems and how to fix them, from every guide. Search for what you see on screen.
Nothing matches. Try fewer words, or write to support@unitlane.net.
Getting started
You see “Only Jira admins can use Seatwise. Ask a Jira admin to open it.”
Seatwise opens only for Jira admins. Ask a Jira admin to open it, or to give you Jira admin rights.
From the guide Get started: open Seatwise and check your site
Home says “The check didn't start.” or “The last check didn't finish.”
Jira didn't answer in time. Nothing changed. Wait a minute, then choose “Check again”.
From the guide Get started: open Seatwise and check your site
Home says “Your Seatwise licence is not active.”
You can still look at everything. Removing seats, Undo, hand-over and saving changes stay off. A Jira admin can renew the license under Apps, then Manage apps.
From the guide Get started: open Seatwise and check your site
A person's checkbox can't be ticked.
They worked in Jira within your chosen time. Pointing at the box shows “Works in Jira, so Seatwise leaves this seat alone”.
From the guide Who costs a seat, and why
The details say “Could not open this person.”
Jira didn't answer. Choose “Try again”. If Seatwise says it couldn't find the person in the last check, run a new check first.
From the guide Who costs a seat, and why
A person shows “Needs you first.”
They lead a space, and Jira needs an active space lead. Choose “Pick a new lead”, change the lead in Jira, then run the cleanup again.
From the guide Who costs a seat, and why
Someone who reads Jira every day shows as unused.
Reading doesn't count as Jira work. Add Atlassian's user export, which has the last-seen date. People seen within your chosen time then drop off the cleanup list.
From the guide How Seatwise decides a seat is unused
The list didn't change after you picked 180 days.
Choose “Save settings” at the bottom of Settings. Until you do, the bar says “You have changes that are not saved.”
From the guide How Seatwise decides a seat is unused
A shortcut does nothing.
Shortcuts don't work while you type in a field. Press Esc to leave the field first, or click outside it.
From the guide Search and keyboard shortcuts
Clean up seats
A removal says “Only site admins can change group membership.”
You are a Jira admin but not a site admin. Ask a site admin to run the cleanup.
From the guide Clean up seats safely
A removal says the group “is managed by your identity provider. Change it there.”
Your identity provider controls that group, so Jira refuses the change. Remove the person there. Seatwise marks the group, so the next preview shows it.
From the guide Clean up seats safely
You see “This cleanup stopped before it finished”.
Seatwise was closed while it ran. Choose “Finish now” to record what happened. To remove the others, preview them again from People.
From the guide Clean up seats safely
You see “Undo is only possible for 30 days after a cleanup.”
The 30 days have passed. Add the person back to their group in Atlassian admin.
From the guide Undo a removal and recheck
Undo says “Couldn't add them back to …”
Jira refused or didn't answer. Choose “Undo” again. If your identity provider manages the group, add the person back there.
From the guide Undo a removal and recheck
“Add to keep list” stays grey.
Pick a person and type a reason. Seatwise needs both.
From the guide Keep list, protected groups and settings
Your changes are gone after you leave Settings.
Site settings save only with “Save settings”. Until then, the bar says “You have changes that are not saved.”
From the guide Keep list, protected groups and settings
You see “Could not save. Nothing changed. Try again.”
Try again in a minute. If Home says the license is not active, saving stays off until it is renewed.
From the guide Keep list, protected groups and settings
Seatwise says the file has no “User id” column, or no “Last seen in Jira” column.
Seatwise needs the file from Export users, unchanged. Download it again from admin.atlassian.com and pick that file.
From the guide Add Atlassian's user export for last-seen dates
Some people in the file were not matched.
They don't have a Jira seat on this site, so Seatwise leaves them out. This is normal for people who use other products only.
From the guide Add Atlassian's user export for last-seen dates
Leavers and groups
A row says “The new owner already has a filter with this name.”
Rename one of the two filters in Jira. Then change the owner in that filter's settings in Jira.
From the guide Hand over what leavers own
You see “Pick someone who still has an active Jira account.”
The new owner must have an active account. Choose “Change” and search for someone else.
From the guide Hand over what leavers own
Search says “Could not search people.”
Jira didn't answer. Choose “Try again” next to the message.
From the guide Hand over what leavers own
The page says “Seatwise couldn't check open work items, component leads and a few other places just now.”
Jira didn't answer in time. Choose “Try again” next to the message. Filters, dashboards and spaces can still be handed over.
From the guide Hand over what leavers own
Open work items show “You need permission to make bulk changes and to edit these work items.”
Jira needs you to have the global permission to make bulk changes, and to be allowed to edit those work items. Ask a site admin, then hand over again.
From the guide Hand over what leavers own
“Not checked by Seatwise” names a place that is usually checked.
Jira didn't let Seatwise read that place. Check it yourself in Jira's settings.
From the guide Groups: what can go, and where each one is used
A group shows “From your identity provider”.
Your identity provider decides who is in it. Change its members there, not in Jira.
From the guide Groups: what can go, and where each one is used
Members shows “Only app accounts” or “No active people”.
Seatwise counts only active people as members. App accounts and deactivated accounts are left out of that number.
From the guide Groups: what can go, and where each one is used
Plan and reports
The report shows “–” instead of money.
No seat price is set. Add it in Settings, then “Your plan”, and choose “Save settings”.
From the guide Plan details and the renewal report
You see “Enter the price you pay for one seat each month, for example 8.60.”
Enter a number above zero in “Price per seat each month”.
From the guide Plan details and the renewal report
You see “Enter at least one price step, for example 100, 200, 300.”
Annual plans need the user steps from your quote. Separate them with commas.
From the guide Plan details and the renewal report
Permissions and limits
Jira asks you to approve new permissions after an update.
A Jira admin approves the update under Apps, then Manage apps. Until then, your site keeps the previous version.
From the guide Permissions and privacy
You want to know what Seatwise changes in Jira.
Only group membership, and for people who left: filter, dashboard and plan owners, space and component leads, field defaults, the assignee of their open work items, and space roles. Each change needs an admin's click and shows in History.
From the guide Permissions and privacy
Someone still has Jira after a cleanup.
Someone may have added them back, or another group gives them Jira. Open the cleanup from History and choose “Recheck now”.
From the guide What Seatwise can't see or change
Not listed here? Write to support@unitlane.net with what you see on screen.