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It's not clear to me whether you're looking for general insight into this data or to develop specific analytical queries. But here's a barebones forest-for-the-trees graphical overview of the state changes which you could use to refine your questions, such as what metrics are relevant (eg median time to close a ticket vs number of times it's still open in ...


Ok, here's an answer to my own question based on the paper by Cheng Hian Goh, et al. There doesn't seem to be any pre-canned data structure in mathematica that supports this, perhaps it's an enhancement request for the future. Therefore this answer is really just my favorite solution so far (that doesn't involve round tripping to an external database). The ...

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