Data on Ticket Creation and Ticket Closure

[Ashley Leger]

Have a service queue and want to be able to analyze average time for completion across request types. 

Is it possible to efficiently determine when a request was created and when a request was marked as "complete" to calculate duration or turnaround time? 

Not sure if there is an automation or way to pull on backend if we haven't set-up properly already for existing tickets. 

[Trudy Claspill]

Have you looked at the built-in Time To Resolution report? Does that not give you what you need?

https://confluence.atlassian.com/jirakb/how-does-the-service-management-time-to-resolution-report-work-859509141.html

Alternately you can use the Issue Navigator (Filters > Advanced issue search) to search for the specific issues you want. I believe there is a calculated field called Time To Resolution associated with Jira Service Management issues. You should be able to export the results of your search, including that field, and analyze the data however you wish in another application, like Excel.