We are using JIRA as a customer service tool for a small department.... and the intent is for us to manage the amount of time they the work inhouse vs the amount of time the work is at an external party.

We do not create 1 ticket per request, we create a ticket, put it in progess and then resolve it. At which point it could be reopened and the resolved, over and over again depending on how many times the same request comes back in to our department. The ticket is closed after we are certain the ticket can not be reopened.

Is there a way to report on this captured history? If I resolve a ticket 3 times in 1 hour, it is recorded as being resolved only 1 time.

We would also like to know the total amount of time a ticket is in progress given the model I explained above.