Do you not have any escalation set up to notify you when a note is added to a job?
I can only add notes to a job, you have set it so we cannot close service requests, what use is your end user portal if you are going to disable all the functionality ???
Do you not even use your own SLA/SLM/escalation to notify you that they have been outstanding for several years? it appears that you set them to "Pending Bug Resolution" and then that is the last that we hear from you - even when you have resolved the bug.
It appears to me that your are not interested in using your own software to manage your customers requests!!!!
Please can someone look in to this and comment back.